Privacy policy

1. Information we collect

When you submit a request or contact us, we may collect your name, phone number, email address, area, the person who needs help, the requested services, availability, contact preference and any details you choose to provide.

When a service is scheduled, we also keep the date, time, type of service, assigned team member and the notes needed to organize the accompaniment.

Please do not send confidential medical information through the public form.

2. Why we use this information

• To answer your request and communicate with you;
• To understand your needs and propose appropriate support;
• To schedule services and assign a team member;
• To provide administrative follow-up and service continuity;
• To protect the website and management area;
• To meet our legal obligations.

We do not use your information for targeted advertising and we do not sell personal information.

Usage statistics without advertising profiles

The site counts certain useful actions, such as sending a request, clicking the phone number, visiting a service page or opening a government-assistance resource. These counters do not create an advertising profile, record the complete IP address or track a person across other websites. The network may nevertheless infer an approximate city, region and country from the IP address so we can display live presence in our management area and produce regional statistics.

These statistics are kept for no more than 13 months to improve the site and understand which information is most useful.

Live presence is linked to a temporary identifier and deleted after 24 hours. Only approximate geographic data included in aggregate statistics may be kept for the 13-month period described above.

When someone arrives through an advertisement or an external link, we may keep the source, campaign name and referring page with their request. A temporary session identifier prevents the same visit from being counted more than once. It is not used to follow the person on other websites or to create an advertising profile.

3. Applications and recruitment

When you apply, we may collect your name, phone number, email address, the areas where you are available, your introduction, your résumé and, if you choose to provide one, a cover letter. We limit this collection to the information needed to review your application, contact you and assess your suitability for the role.

This information is accessible only to the people responsible for recruitment and to technology providers that host or store it, to the extent that such access is necessary and protected.

An unsuccessful application is kept during the recruitment process and for the time needed to complete any follow-up, then securely destroyed when it is no longer needed. With your consent, we may keep it for a future opportunity; you may withdraw that consent at any time. If a person is hired, the necessary information is transferred to their personnel file and retained according to the obligations that apply to the employment relationship.

4. Consent and withdrawal

By submitting the form, you consent to our use of the information provided to process and follow up on your request. You may withdraw your consent by contacting us. Withdrawal may limit our ability to continue a requested service.

5. Access and disclosure

Only authorized people who need the information for their work may access it. A team member assigned to a service receives only the information needed to provide that service.

We may use technology providers for hosting, storage, email and calendars. When Outlook Calendar is enabled, Microsoft may process the scheduling details and email confirmations or reminders. The site uses a limited Microsoft authorization for calendar and email functions and does not store the account password. Some providers may process data outside Quebec. We take reasonable steps to limit and protect these disclosures.

We may also disclose information when required or permitted by law.

6. Retention and security

We keep information only as long as needed to process the request, provide services and meet our obligations. It is then securely destroyed or anonymized, subject to legally required retention periods.

We use reasonable safeguards, including encrypted connections, protected administrative access, named accounts and limited access. No system can guarantee absolute security.

7. Cookies and external links

The public site does not use advertising cookies. One essential, secure cookie is used only when an administrator signs in to the management area.

The site includes a link to our Facebook page. No information is sent to Meta merely because this link is displayed. If you choose to open it, Facebook’s own privacy practices apply.

8. Your rights

You may request access to or correction of your personal information and, when permitted by law, its deletion. You may also ask a question, withdraw consent or make a privacy complaint.

9. Changes to this policy

We may update this policy to reflect changes in our practices or applicable requirements. The updated date will appear at the top of this page.