Better-Life Support Services · Calgary, Alberta · Effective September 19, 2026
Better-Life Support Services (“we”, “us”) provides residential, community access, employment preparation, respite and counselling supports. We collect personal information in order to deliver that care safely, and we treat it as confidential.
This policy explains what we collect, why, who sees it, how long we keep it, and what you can ask us to do about it. It applies to our website and to the services we deliver.
We follow Alberta’s Personal Information Protection Act (PIPA).
- Who is accountable
We have designated a Privacy Officer who is accountable for our compliance with this policy and with PIPA:
Brandon Kombe Itoe
Email: support@betterlifesupportservices.ca
Phone: (587) 969-8050
Mail: 57 Evansfield terrace Nw, T3P 0K6
Contact the Privacy Officer with any question, request or complaint about your personal information.
- What we collect
When you contact us through this website
Our enquiry and download forms collect your name, email address, phone number and the type of support you are asking about. The support type you select tells us something about your circumstances or those of a family member, so we treat these submissions as sensitive and store them accordingly.
We do not ask for health details, diagnoses or financial information through the website, and we ask that you do not include them in a form. If you need to share those, we will arrange a secure route.
When we provide support services
To deliver care safely and meet our obligations, we collect:
Identifying and contact information for the person supported, and for their guardian, trustee or agent
The legal basis on which someone consents on a person’s behalf, and the document evidencing it
Health, behavioural and support information needed to deliver care — including daily shift notes, support plans, medication records and incident reports
Records of communication with families, physicians and other professionals involved in someone’s care
Funding and billing information where applicable
We collect only what we need for the purposes below. We do not collect information simply because it might be useful later.
- Why we collect it
To assess whether we can meet someone’s support needs
To plan and deliver day-to-day care, and to hand over safely between shifts
To keep the records that regulators, funders and our own standards require
To report incidents and safeguarding concerns where the law requires it
To communicate with the person supported, their family and their decision-makers
To administer billing, staffing and quality review
To respond to an enquiry you send us through the website
If we ever want to use information for a purpose not listed here, we will ask first.
- Consent
We collect, use and disclose personal information with consent, except where the law permits or requires otherwise.
Because health and support information is sensitive, we rely on express consent — given knowingly and in writing — rather than assuming it.
Where a person we support is not able to consent for themselves, we obtain consent from the person with lawful authority: a guardian, a trustee, an agent under a personal directive, or another decision-maker recognised in law. We record who consented, the authority they hold, and when we verified it.
You may withdraw consent at any time, subject to legal and contractual limits. Withdrawing consent may mean we can no longer provide a service safely, and we will explain the consequences before it takes effect. Withdrawing consent does not erase records we are legally required to keep.
- When we share information
We do not sell personal information, and we do not share it for advertising.
We disclose personal information only:
To our own staff, and only those who need it to support that person
To health professionals, emergency services and other care providers where needed for care
To a guardian, trustee, agent or family member with lawful authority or consent
To a funder or regulator where we are required or authorised to report
Where reporting is mandatory — including safeguarding and abuse reporting obligations
To service providers who process information on our behalf, under contract, and only for the purpose we give them
Where otherwise required by law, such as a court order
- Where information is stored
Our care records system stores and processes personal information in Canada, in a Canadian data centre region, under a written agreement with our cloud provider.
[Website hosting — state where the website and its form submissions are stored. If any service provider handling personal information operates outside Canada, name the countries, say why, and note that the information may be accessible to courts and authorities in those countries. If everything is in Canada, say so plainly.]
- How we protect it
Information is encrypted in transit and at rest
Every staff member has their own account with two-factor authentication — accounts are never shared
Staff can only open records for the people they actually support
Every access to a care record is logged, showing who opened it and when
Signed care records cannot be altered or deleted; corrections are added as dated additions so the original and the correction both remain
All staff sign confidentiality agreements and receive privacy training
Records are backed up, and access is reviewed regularly - How long we keep it
We keep personal information only as long as reasonable for the purposes described, or as long as the law requires.
Service and care records: [retention period] after our last service to that person
Website enquiries that do not become a service: up to 12 months, then deleted
Employment records: as required by employment and tax law
When a retention period ends, records are securely destroyed on a schedule we can evidence.
- Your rights
Access
You may ask what personal information we hold about you, how we have used it, and who we have disclosed it to. We will respond within 45 days, or tell you if we need an extension and why. We may charge a reasonable fee for a large request and will quote it before proceeding.
We may need to withhold some information — for example where it would reveal personal information about someone else, or where the law requires or permits us to withhold it. If we do, we will tell you why.
Correction
If information we hold is wrong, you may ask us to correct it. Where a clinical or care record cannot be altered, we will add a dated correction alongside the original so both are visible, and notify anyone we have shared the original with where practical.
Making a request
Send requests in writing to the Privacy Officer at the contact details in section 1. We may ask you to confirm your identity, or your authority to act for someone else, before we respond.
- Website, cookies and analytics
Our website uses cookies necessary for it to function, and may use analytics to understand how visitors use the site. Analytics information is aggregated and is not used to identify you.
We do not run advertising or tracking pixels on any page where you submit personal information. You can block or delete cookies in your browser; some parts of the site may not work if you do.
- If you have a concern
Tell our Privacy Officer first — we take complaints seriously, we will investigate, and we will tell you the outcome.
If you are not satisfied with our response, you may contact:
Office of the Information and Privacy Commissioner of Alberta
Website: oipc.ab.ca
Phone: 1-888-878-4044
- Changes to this policy
We may update this policy as our services or obligations change. The current version is always on this page with its effective date. Where a change materially affects how we handle your information, we will make reasonable efforts to tell you directly.
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