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Patient Privacy

Your privacy is important to us!


We are subject to the requirements of the Personal Health Information Protection Act, 2004 (PHIPA), which mandates the protection of the privacy of your personal health information.   
We are committed to the principles set out in this legislation, which requires that we safeguard and protect your information. As part of our commitment, we believe that our patients should know what personal health information we collect, how we use it, how we protect it, and how to contact us.


Contact Us

If you have any questions regarding privacy, privacy policies, or if you have a privacy issue, please contact our Privacy, Patient Relations and Records department at:

Home and Community Care Support Services Mississauga Halton

401 The West Mall, Suite 1001

Etobicoke, ON M9C 5J5

Phone (905) 855-9090 x7883

Fax (416) 626-0876


What is personal health information?

Personal Health Information includes information about your health status, health history, health card number, eligibility for health-care services, and care needs that includes identifying information about you, such as your name.


Your Privacy Rights

You have the right to know how we collect your information

We collect, use and share personal and health information with other health-care providers involved in your care, for the provision of in-home health and support services, in-school support services and to facilitate placement in a long-term care home.

These activities will only take place with your consent. In some cases, we rely on your implied consent.

Implied consent means that when you seek health care from us, we assume that we have your permission to collect, use and share your personal health information with the other health-care providers that will be involved in your care. To provide you with these services, we share information with:

  • our contracted service providers that provide health care, equipment and supplies;
  • other health partners that assist in providing health care (such as hospitals or long-term care homes); and
  • our authorized staff.

In addition, we may use your information in order to: 

  • monitor quality of services that you are receiving; 
  • educate our staff; and
  • plan and evaluate services.

Your information is also available to be accessed by health care partners through regional and provincial systems in order to assist with providing you care.

As our patient, you have the right to restrict or to withdraw this permission at any time by contacting your Care Coordinator or our Privacy Officer.


You have the right to access your information

You have the right to access the personal health information contained in your record, and to have this information corrected or amended. You also have the right to change or remove your consent. To do so, please contact our Privacy Officer for Mississauga Halton.


You have the right to voice your concerns

If you believe any of your privacy rights have been violated in any way, please contact our Privacy Officer for Home and Community Care Support Services Mississauga Halton. 




We strive to resolve complaints informally, whenever possible, and if you have a specific complaint about your care and/or the service we are providing, please follow the steps below to ensure a prompt response.

  1. Contact your Care Coordinator to discuss your complaint. Your Care Coordinator is familiar with your situation and wants to hear what is going well for you and what can be improved. Your Care Coordinator will work with you, your family, or your caregiver to respond to your complaint. Most patient complaints are successfully resolved at this level.       
  2. If, after speaking with your Care Coordinator, your complaint is not resolved to your satisfaction, you can ask to speak to a Manager. 
  3. If, after speaking with a Manager, your complaint remains unresolved, you may request further escalation. The Manager will inform you as to how to proceed with speaking to a Director or Patient Relations.
  4. The Ministry's Long-Term Care Action Line provides a service to patients and family members as an additional avenue to our formal complaints process, or concerns about your care or healthcare experience with us can also be directed to the Ontario Patient Ombudsman. You have the right to appeal final decisions related to eligibility for service, the type or amount of service you receive, or why services were discontinued to the Health Services Appeal and Review Board (HSARB). 

Privacy principles

We adhere to the 10 internationally accepted privacy principles that guide us in safeguarding personal health information.

1. Accountability
We have assigned an individual to serve as Privacy Officer and has privacy policies and procedures in place.

2. Identifying Purposes
We ensure that individuals know the purpose for which personal information is required prior to collection, use, or disclosure of the information.

3. Consent
Consent is sought and obtained for the collection, use, or disclosure of any personal health information as required under legislation.

4. Limiting Collection
The collection of personal health information shall be limited to that which is necessary for the purposes identified by us. Information shall be collected by fair and lawful means.

5. Limiting Use, Disclosure and Retention
Personal health information will not be used or disclosed for other than those purposes for which it was collected without the consent of the individual or as required by law. Personal health information shall be retained only as long as necessary for the purpose.

6. Accuracy
We will ensure that personal health information is as accurate, complete and up-to-date as is necessary for the purposes for which it is to be used. Individuals have the right to request to have inaccurate information corrected.

7. Safeguards
Appropriate security controls, for both technology and staff, are in place and maintained to ensure there is no unauthorized use or disclosure of personal information.

8. Openness
We will readily make available to individuals the policies and procedures that support our commitment to privacy.

9.  Individual Access
We have a process for individuals, upon request, to access their personal health information and to challenge its accuracy.

10. Challenging Compliance
An individual may challenge compliance to these principles through our Privacy Officer.



If you correspond with us via e-mail, the postal service, facsimile, or other form of communication, we may retain such correspondence and the information contained therein and use such to respond to your inquiry. 

Importantly, e-mail and postal address information is never sold, given, or otherwise disclosed to third parties, except as set forth herein or in accordance with applicable laws.

Please limit the type of personal health information you include in an e-mail or text as it may be stored by a telecommunications provider (external third party) where the information is not encrypted or protected.


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