Total Care Transport Services Inc.

Effective Date: February 15, 2026

​

1. Introduction

Total Care Transport Services Inc. (“Total Care”, “we”, “our”, or “us”) is committed to protecting the privacy and security of personal information entrusted to us.

As an Ontario-based provider of medical and patient transport services, we collect, use, and disclose personal information in accordance with the Personal Information Protection and Electronic Documents Act (Canada) and, where applicable, Ontario’s Personal Health Information Protection Act.

This Privacy Policy explains how we collect, use, store, disclose, and safeguard your information when you use our website, booking system, dispatch communications, and transport services.

​

2. Information We Collect

We collect only the information necessary to provide safe and effective transport services.

​

A. Personal Information

• Full name

• Email address

• Telephone number

• Payment information

• Patient weight (required for safe transport planning and equipment allocation)

​

B. Communications Information

• SMS messages exchanged with dispatchers regarding trip updates

• Recorded telephone calls for quality assurance, training, and dispute resolution purposes

​

C. Technical Information

When you submit a contact form or booking request, we may collect:

• IP address

• Date and time of submission

• Basic browser/device metadata

We do not collect detailed medical diagnoses or treatment information through our website.

​

3. Purpose of Collection

We collect and use personal information to:

• Schedule and coordinate medical transport services

• Ensure safe vehicle and equipment allocation (including weight-related planning)

• Communicate trip updates via SMS and telephone

• Process payments

• Improve customer service and operational quality

• Maintain internal training and quality control through call recording

• Meet legal and regulatory obligations

We do not use your information for unrelated purposes without consent.

​

4. Consent

By submitting information through our website, booking system, or by engaging our services, you consent to the collection, use, and disclosure of your information as described in this Policy.

Consent for SMS communication is implied when you provide your mobile number for trip coordination. Standard carrier messaging rates may apply.

You may withdraw consent at any time, subject to legal or contractual restrictions.

​

5. Health Information & PHIPA Compliance

While we do not collect detailed medical records, certain information (such as patient weight when linked to transport services) may constitute personal health information under Ontario law.

Where applicable:

• Information is handled in accordance with Ontario’s Personal Health Information Protection Act (PHIPA).

• Our service software and data handling systems are PHIPA-compliant.

• We restrict access to authorized personnel only.

• We maintain administrative, physical, and technical safeguards to protect sensitive information.

• ​

6. Data Storage & Cross-Border Transfers

Personal information may be stored in secure data centres located in:

• Canada

• The United States

Where information is stored outside Canada, it may be subject to the laws of the foreign jurisdiction, including lawful access by courts, law enforcement, or national security authorities.

We use reputable third-party service providers that maintain industry-standard security protections.

​

7. Disclosure of Information

We do not sell personal information.

We may disclose information:

• To payment processors to complete transactions

• To software providers supporting dispatch and booking systems

• When required by law, court order, or regulatory authority

• In emergency circumstances where necessary to protect health or safety

All third-party service providers are contractually required to safeguard information.

​

8. Call Recording

Telephone calls may be recorded for:

• Quality assurance

• Staff training

• Dispute resolution

• Compliance monitoring

​

9. Data Retention

We retain personal information only as long as necessary to:

• Fulfill transport and billing obligations

• Meet legal, accounting, and regulatory requirements

• Resolve disputes

When no longer required, information is securely destroyed or anonymized.

​

10. Safeguards

We implement reasonable physical, organizational, and technological safeguards appropriate to the sensitivity of the information, including:

• Restricted system access

• Role-based permissions

• Secure cloud hosting environments

• Encryption where appropriate

No method of electronic transmission or storage is completely secure; however, we take reasonable steps to protect your information.

​

11. Your Rights

Subject to applicable law, you may:

• Request access to your personal information

• Request correction of inaccurate information

• Withdraw consent (where applicable)

• Inquire about how your information is handled

Requests must be made in writing to our Privacy Officer.

​

12. Inter-Provincial and U.S. Transport

We occasionally transport individuals to other provinces within Canada and to the United States. Personal information necessary to coordinate such services may be shared with authorized partners involved in the transport process.

We take reasonable steps to ensure comparable levels of protection when information is shared outside Ontario.

​

13. Cookies & Website Tracking

Our website may use basic cookies or similar technologies necessary for website functionality and booking form operation. We do not use invasive tracking or sell browsing data.

​

14. Privacy Officer Contact Information

Privacy Officer
Total Care Transport Services Inc.

D-25 Commercial St, Milton, Ontario, L9T 2H6

privacy@totalcaretransport.ca
905-878-1170

​

15. Policy Updates

We may update this Privacy Policy from time to time. The revised version will be posted on our website with an updated effective date.

​

​