Privacy Policy
Effective Date: November 14, 2025
This Privacy Policy describes how Haven Home Care Services Inc. ("we," "us," or "our") collects, uses, and discloses information when you use our website, interact with us on social media, use our home care services, or otherwise communicate with us.
We are primarily governed by the Personal Information Protection Act (PIPA) of Alberta and the Personal Information Protection and Electronic Documents Act (PIPEDA) of Canada. We understand that privacy is paramount, especially in the context of personal and home care. We are committed to protecting your privacy and handling your personal information in a safe and responsible manner.
1. Information We Collect
We collect information from various sources and in different ways, including information you provide directly to us and information collected automatically through third-party services.
A. Information You Provide Directly to Us
This information is collected when you fill out contact forms, sign up for services, or communicate with us directly (via phone, email, or chat).
Contact Data: Name, email address, mailing address, and phone number (including through Google Voice).
Purpose: To communicate with you and schedule services.
Service Inquiry Data: Details about the required home care services, scheduling preferences, and location of service.
Purpose: To assess your needs and provide a tailored service quote or plan.
Financial Data: Payment information (processed securely through third-party payment processors) and billing address.
Purpose: To process payments for services rendered.
Communication History: Records of calls (including transcripts if utilizing Google Voice features), emails, and chat messages.
Purpose: For quality assurance, training, and maintaining accurate client records in our CRM.
B. Sensitive Care Information (Service Data)
Once you become a client, we collect and maintain information essential for providing high-quality, safe, and personalized care.
Health and Medical Data: Current health status, medical history relevant to care, medications, dietary restrictions, and specific care requirements.
Purpose: To provide the contracted home care services.
Care Plan Details: Specific care instructions, care provider notes, visit schedules, and incident reports.
Purpose: To manage, deliver, and monitor the quality of our care services.
C. Information Collected Automatically (Website and Marketing)
When you visit our Squarespace website, certain information is collected automatically through cookies, pixels, and similar tracking technologies.
Usage Data (Source: Squarespace Analytics, Google Analytics): IP address, browser type, device information, pages viewed, time spent on pages, and referral source.
Tracking Data (Source: Social Media Pixels, Google Ads Tags): Actions taken on the site (e.g., clicking a button) and user ID/hash for retargeting.
2. How We Use Your Information
We use the information we collect for the following purposes:
To Provide and Manage Services: To establish, manage, and deliver the specific home care services outlined in your service agreement, including scheduling, coordination, and quality monitoring.
For Communication: To respond to your inquiries, provide updates, send invoices, and manage client relations via email, phone (including Google Voice), and our CRM.
For Marketing and Advertising:
To analyze website traffic and user behaviour (organic social media/Squarespace analytics).
To deliver targeted advertisements (retargeting ads) to you on third-party platforms based on your past activity on our website.
To send promotional communications about our services, which you can opt-out of at any time.
For Business Operations: To manage our CRM, maintain business records, and ensure the quality and efficiency of our services.
For Legal and Safety Purposes: To comply with applicable laws, regulations, legal processes (including those governing health records in Alberta), and industry accreditation standards, and to protect the rights and safety of our clients, staff, and the public.
3. Sharing and Disclosure of Information
We will not sell your personal information. We only share your information with third parties as described below:
Service Providers: We share necessary data with vendors that perform functions on our behalf, including: Squarespace (hosts our website and provides analytics), our CRM Vendor, Google Voice (processes call data), and Payment Processors (handle billing).
Care Team: Service Data is shared internally with authorized employees and care providers to ensure continuous and effective care delivery.
Social Media and Advertising Partners: We share limited Tracking Data (e.g., hashed email addresses or cookie IDs) with platforms like Google and social media companies to facilitate retargeting ads and measure marketing campaign performance. These companies act as independent data controllers for the data they collect from you.
Legal Requirements: We may disclose your information if required to do so by law or in the good faith belief that such action is necessary to comply with legal obligations, protect our rights, or investigate potential violations of law.
4. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to track activity on our website and hold certain information.
Essential Cookies: Required for the basic function of the Squarespace website (e.g., preventing fraud, security).
Analytics Cookies: Used to track visitor behaviour and performance on our website (provided by Squarespace and possibly Google Analytics).
Advertising/Retargeting Pixels: We utilize tracking pixels (e.g., from Facebook or Google Ads) to monitor user actions on the website, allowing us to show targeted advertisements to visitors after they leave our site (retargeting).
You can manage your cookie preferences through your browser settings, though disabling certain cookies may affect website functionality.
5. Your Data Rights and Choices
In accordance with Canadian and Albertan privacy laws, you may have specific rights regarding your personal information, including:
Opt-Out of Marketing: You can opt-out of receiving marketing emails from us by following the unsubscribe link in those emails. You may still receive service-related, non-promotional communications.
Ad Tracking Opt-Out: You can control how your data is used for targeted advertising through settings provided by platforms like Google and social media providers. You can also generally opt-out of personalized advertising through resources provided by the Network Advertising Initiative (NAI) opt-out tool or the Digital Advertising Alliance of Canada (DAAC) opt-out tool.
Access, Correction, and Deletion: Subject to legal and contractual limitations (especially for mandatory Service Data/health records), you may request access to, correction of, or deletion of your personal data.
6. Data Security
We take the protection of your personal information, especially your Service Data, seriously. We implement reasonable physical, administrative, and technical safeguards designed to protect personal information from unauthorized access, disclosure, use, or modification.
Encryption: We use industry-standard encryption protocols (like SSL/TLS) when transmitting sensitive data. Data stored in our CRM and care management systems is protected by encryption and robust access controls.
Access Control: Access to sensitive client data is restricted to authorized employees and care staff who require the information to perform their duties. All staff are trained on privacy and confidentiality.
Vendor Vetting: We choose third-party service providers (like our CRM and payment processors) that meet high standards of data security and privacy compliance.
7. Data Retention
We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable laws, including legal requirements related to health records.
Service Data (Health and Care Plans): This sensitive information must be retained for periods mandated by health record regulations in Alberta. We retain this data for a minimum of ten (10) years after the termination of services or the last entry in the record. For clients who were minors, records will be kept for ten (10) years after they reach the age of 18, or as otherwise required by law.
Marketing Data: Data used for marketing and retargeting (like cookie IDs or email lists) is retained until you opt-out or request deletion, or until we determine it is no longer useful.
Communication/Inquiry Data: General inquiries and communication history are retained for a reasonable period to manage customer service and analyze business trends.
8. Children's Privacy
Our services are not directed to individuals under the age of 18. If we become aware that we have collected Personal Information from children without parental consent, we take steps to remove that information.
9. Contact Us
If you have any questions or concerns about this Privacy Policy, our data practices, or your rights under PIPA or PIPEDA, please contact us:
Haven Home Care Services Inc.
Address: P.O. Box 1032, Stn Main, Lethbridge, Alberta T1J 4A2
Phone: (403) 902-2336
Email: info@havenhc.ca
10. Privacy Complaint Process
We are committed to resolving complaints about our collection, use, or disclosure of personal information.
A. Internal Complaint
If you have a concern or complaint, please direct it to our designated Privacy Officer (or equivalent) using the contact details provided in Section 9. We will investigate your complaint promptly and respond to you in writing within 30 days.
B. External Complaint
If you are not satisfied with our response or the resolution, you have the right to file a complaint with the Office of the Information and Privacy Commissioner of Alberta (OIPC).
Contact details for the OIPC are:
Address: Suite 2460, 801 6 Avenue SW, Calgary, AB T2P 3W2
Phone: 780-422-6860 (Edmonton) or 403-297-7607 (Calgary)
Website: https://oipc.ab.ca/
Note: You must first make a complaint directly to us (Section 10.A) before the OIPC will typically investigate.