Question 1

What rights do I have over my personal information?

Accepted Answer

Under PIPEDA (Canada's privacy law), you have several important rights: (1) The right to know what personal information we hold about you; (2) The right to access and receive a copy of your data; (3) The right to correct any inaccurate information; (4) The right to withdraw your consent at any time; (5) The right to delete your data (with some legal exceptions); (6) The right to file a complaint if you believe your privacy has been violated.

Question 2

How do I access my personal data?

Accepted Answer

You can access your data in several ways: (1) Log into your account and visit Settings > Privacy to see a summary of your data; (2) Use the 'Export My Data' feature to download all your information in JSON or CSV format; (3) Submit a formal data access request through the Privacy Settings page. We'll respond within 30 days as required by PIPEDA.

Question 3

Can I delete my account and all my data?

Accepted Answer

Yes, you can request deletion of your account and associated data. Go to Settings > Privacy and submit a data deletion request. We'll process your request within 30 days. Note: Some data may be retained for legal compliance (like payment records for 7 years) but will be anonymized so it's no longer connected to you.

Question 4

How do I withdraw my consent?

Accepted Answer

You can withdraw consent at any time through Settings > Privacy. You can withdraw consent for specific things (like AI processing or data sharing with family members) or withdraw all consent at once. After withdrawing consent, we'll stop processing your data for those purposes, though some basic processing may continue for legal reasons.

Question 5

What information do you collect about me?

Accepted Answer

We collect: (1) Account info: Your name, email, phone number; (2) Assessment responses: Answers to care planning questionnaires; (3) Family info: Details about family members involved in care planning; (4) Health info: Information about the person receiving care (this is encrypted); (5) Payment info: Processed securely by Stripe - we don't store your card numbers; (6) Usage data: How you use our platform to help us improve.

Question 6

Why do you need my information?

Accepted Answer

We use your information to: (1) Provide personalized eldercare assessments and recommendations; (2) Help your advisor understand your family's care needs; (3) Generate AI-powered insights about family alignment on care decisions; (4) Communicate important updates about your assessments; (5) Process payments for premium services; (6) Improve our platform based on how people use it.

Question 7

Do you collect health information?

Accepted Answer

Yes, our care assessments may include health-related information about the person receiving care. This is sensitive information that we protect with extra security measures including AES-256 encryption. We only collect health information that's necessary for providing care recommendations, and you always have control over what you share.

Question 8

How do you protect my data?

Accepted Answer

We use multiple layers of security: (1) AES-256 encryption for sensitive data (bank-level security); (2) Encrypted connections (TLS 1.3) for all data transfers; (3) Multi-factor authentication options; (4) Regular security audits and testing; (5) Role-based access controls so only authorized people can see your data; (6) Automatic threat detection and monitoring.

Question 9

Who can see my assessment responses?

Accepted Answer

Your assessment responses are visible to: (1) You - always; (2) Your assigned advisor - to provide care recommendations; (3) Family members you specifically invite - only if you consent to share; (4) Our platform administrators - only when necessary for support or security. We never sell or share your data with advertisers or third parties for marketing.

Question 10

What happens if there's a data breach?

Accepted Answer

We have comprehensive breach detection and response procedures. If a breach occurs: (1) We'll contain and investigate the incident immediately; (2) We'll notify you within 72 hours as required by PIPEDA; (3) We'll tell you exactly what happened, what data was affected, and what steps to take; (4) We'll notify the Privacy Commissioner of Canada if required; (5) We'll take steps to prevent similar incidents.

Question 11

How does AI process my data?

Accepted Answer

We use Google's Gemini AI to analyze your assessment responses and generate care recommendations. The AI looks at patterns in how family members answer questions to identify areas of alignment or disagreement. This helps advisors provide better guidance. You can opt out of AI processing in your Privacy Settings, though this may limit the insights we can provide.

Question 12

Can I opt out of AI analysis?

Accepted Answer

Yes! You have full control over AI processing of your data. Go to Settings > Privacy to manage your AI processing consent. If you opt out, your assessment responses won't be analyzed by AI, but you can still receive advisor guidance based on your responses. You can change this setting at any time.

Question 13

Is my data used to train AI models?

Accepted Answer

We use aggregated, anonymized data to improve our AI recommendations over time, but your individual, identifiable data is never used to train external AI models. We may use anonymized patterns from many users to make our recommendations more accurate, but this data cannot be traced back to you.

Question 14

Do you share my data with third parties?

Accepted Answer

We only share data when necessary to provide our services: (1) Stripe - for secure payment processing (they only see payment info); (2) Google Cloud - where our servers are hosted (encrypted); (3) Your advisor - to provide care recommendations; (4) Family members you invite - only with your explicit consent. We never sell your data or share it for advertising purposes.

Question 15

Can family members see my assessment answers?

Accepted Answer

Only if you consent to it. When you join a family group, you can choose whether to share your individual responses with other family members. Even in shared mode, some information may be aggregated to show alignment patterns without revealing everyone's specific answers. You can change your sharing preferences at any time.

Question 16

What happens to my data if I leave a family group?

Accepted Answer

When you leave a family group: (1) Your individual responses remain yours; (2) Any shared insights will be recalculated without your data; (3) Other family members won't be able to see your individual responses anymore; (4) Your assessment data stays in your account unless you request deletion.

Question 17

How long do you keep my data?

Accepted Answer

We keep different types of data for different periods: (1) Assessment data: 5 years from your last activity; (2) Account information: While your account is active + 2 years after deletion; (3) Payment records: 7 years (legal requirement); (4) Audit logs: 7 years; (5) Session data: 90 days. After these periods, data is either deleted or anonymized.

Question 18

Can I request early deletion of my data?

Accepted Answer

Yes! You can request deletion of your data at any time through Settings > Privacy. We'll delete what we can within 30 days. Some data may be retained for legal compliance (like tax records) but will be anonymized so it's no longer personally identifiable. We'll tell you exactly what was deleted and what was retained.

Question 19

How do I file a privacy complaint?

Accepted Answer

If you have concerns about how we handle your privacy: (1) Go to Settings > Privacy and use the complaint form; (2) Email our Privacy Officer at privacy@eldercareconcierge.ca; (3) Call (844) 977-0050. We'll acknowledge your complaint within 5 business days and provide a full response within 30 days.

Question 20

What if I'm not satisfied with your response?

Accepted Answer

If you're not satisfied with how we handled your complaint, you have the right to escalate to the Office of the Privacy Commissioner of Canada. They're the government body that oversees PIPEDA compliance. You can file a complaint at priv.gc.ca or call 1-800-282-1376. We'll provide any information they need to investigate.

Question 21

Do you use cookies?

Accepted Answer

Yes, we use cookies for: (1) Essential cookies - required for the platform to work (e.g., keeping you logged in); (2) Functional cookies - remember your preferences; (3) Analytics cookies - help us understand how people use the platform (optional). You can manage cookie preferences when you first visit the site and change them anytime in Settings.

Question 22

Do you track my activity?

Accepted Answer

We collect basic usage data to improve our platform, like which pages you visit and how long you spend on assessments. This helps us make the platform better. We don't track you across other websites, and we don't share this data with advertisers. You can see what we know about you anytime in Settings > Privacy.

Privacy FAQ