Version: 2026-10-27
Last updated: 28 October 2026
Applies to: the Brilliant Homecare app, on phones and at app.brillianthomecare.ca. This is the same text the app asks you to accept. See also the app terms of use and our website privacy policy.

1. About this policy

Brilliant Home Care Ltd. ("we", "us") provides private-pay home care in Metro Vancouver, British Columbia. This policy covers the Brilliant Homecare app, both the version you install on a phone or tablet and the version you open in a web browser at app.brillianthomecare.ca, and the care record it is part of: client files, care plans, schedules, visit records, notes, incidents, documents and messages. It applies to everyone who uses the app: clients, the family members and others a client chooses to share with (we call them responsible persons), caregivers, and our office staff.

Our public website is covered by a separate policy at www.brillianthomecare.ca/privacy.

We are governed by British Columbia's Personal Information Protection Act (PIPA), and by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) for information that crosses a provincial or national border. We are accountable for all personal information in our custody or control, including information a service provider handles for us.

"Personal information" means information about an identifiable individual. It does not include business contact information used to reach someone about their work.

2. Our privacy officer

PIPA requires us to name a person responsible for our compliance. Questions, requests and complaints about privacy go to:

Artin Peyvasteh, Privacy Officer
Email: privacy@brillianthomecare.ca
Phone: 604-388-8730

3. What we collect

We collect only what we need to plan, deliver, record and prove safe care. What that is depends on who you are.

About clients:

Identity and contact details: name, preferred name, date of birth, phone number, address, and a photo if you agree to one so caregivers can recognise you.
Home access information: entry and parking instructions, key or lockbox arrangements, and hazards in the home that caregivers need to know about.
Health and care information: the assessment, the care plan and its tasks, relevant health conditions, allergies, mobility and safety needs, and whether you can currently make particular decisions for yourself.
The care record: every visit, its check-in and check-out, the tasks completed, notes written by caregivers and the office, wellbeing and safety incidents, and documents added to your file.
Emergency contacts, and the people who may make decisions for you or receive information about your care, with the legal authority for each.
Feedback you give us about visits, and messages you send through the app.

About responsible persons and family members:

Name, phone number and relationship to the client.
What has been shared with you, on whose authority, and when that changed.
Messages and visit feedback you send through the app.

About caregivers:

Name, contact details and the date you started and stopped working with us.
Credentials: BC Care Aide and Community Health Worker Registry status, the result of a police criminal record check with a vulnerable sector check, first aid and other certificates, with their identifiers and expiry dates.
Your availability, time-off requests and the shifts you are scheduled for, claim or give up.
Your check-in and check-out times and locations, hours recorded, and any review of those hours.
Wellbeing checks while you are working alone, and incidents you report or are involved in.
Documents you submit, such as a photo of a certificate.
Messages you send in the app, including in a group the office makes for a client, which can include the client and their family, who see you by your first name and the first letter of your last name.
Feedback from clients and families about visits you delivered.

About office staff: name, contact details, role, and the professional registration (such as BC College of Nurses and Midwives registration) that some tasks require.

From everyone who uses the app, automatically:

Your phone number, used to sign you in with a one-time code.
A record of what you view and change in the care record, with the date and time, your IP address, and a description of your device or browser and of the app's version. See section 8.
An identifier for your device or browser and, if you allow notifications, the code your phone or browser gives us so a notification can reach it.
In the version you install from the App Store or Google Play, the result of a security check of the app and your phone when you sign in. On an iPhone, Apple takes part in the check. We keep only the result, and nothing about you goes with it.
How far you have read each conversation in the app, and whether you have muted it, used only for your own unread counts and notifications and never shown to anyone else.
The time your phone or computer says an action happened and the time our server received it, so records made offline are dated correctly.

The app contains no advertising, no third-party analytics, and no tracking of your activity in other apps or on websites. In a web browser it sets one cookie, which keeps you signed in (section 11).

4. Where it comes from

Mostly from you. We also collect information from:

a client's family or substitute decision maker, when the client cannot provide it or has asked them to;
caregivers and office staff recording the care they deliver;
health professionals the client or their decision maker asks us to speak with;
for caregivers: the BC Care Aide and Community Health Worker Registry, the police criminal record check with a vulnerable sector check that you get from your local police or RCMP, and references you give us, with your consent.

If you give us information about someone else, such as an emergency contact, please make sure they know and are comfortable with it.

5. Why we use it

We use personal information only for these purposes, or for a new purpose you agree to or the law permits:

to assess needs, plan care, schedule visits and match clients with suitable caregivers;
to deliver care safely, including telling caregivers what they need to know before they arrive;
to keep an accurate, verifiable record of the care delivered, and to share it with the people a client has authorised;
to keep caregivers safe while working alone, as WorkSafeBC requires, and to investigate and report incidents;
to confirm caregivers hold current credentials and to record hours worked;
to communicate with you, including notifications and messages;
to secure the app, investigate misuse, and meet our legal and insurance obligations.

We do not sell personal information. We do not use it for advertising or marketing, and we do not use care information to train artificial intelligence models.

Before care begins we explain what we will collect and why, and ask for express consent to collect and use health information. Consent to other things, such as sharing information with a family member, is asked for separately and can be given or withdrawn on its own.

Where a client cannot make a particular decision, British Columbia's Health Care (Consent) and Care Facility (Admission) Act decides who may make it for them: the client's advance directive, a representative under a representation agreement, a court-appointed committee, or a temporary substitute decision maker chosen in the order the Act sets out. The app records which of these authorised each sharing decision.

You may withdraw consent at any time by giving us reasonable notice. We will tell you what withdrawing will mean. For example, we cannot deliver care without a care plan, and we cannot stop keeping records of care already delivered, because the law and our insurers require them.

PIPA allows some collection, use and disclosure without consent. The situations in which we rely on that are listed in section 9.

7. Location

The app asks for your location only when you tap to check in to a visit, check out of one, or report that you could not start a visit, and, for office staff, when you tap to set a client's home location while you are at the home. In the version you install it uses "while using the app" permission; in a web browser, your browser asks your permission for app.brillianthomecare.ca. Either way the app reads your location only at those moments, and never tracks you in the background, between visits, or when the app is closed.

The location is stored with that visit record to confirm the visit happened at the client's home. If you refuse location permission or the signal is poor, you can still check in; the visit is flagged for the office to review instead. A person reviews a flag. The app does not penalise anyone automatically. A location set by office staff is saved as the client's home; the access log records who set it and when, as it does for every change.

Clients' home locations are used to confirm visits and to warn the office about travel time between visits.

8. Who can see what, inside the app

Access is decided by the server for every request, not by what the app happens to display. Nobody sees a record without a role that allows it and a current relationship to that client.

Office staff see what their role requires. Clinical assessments can only be written by staff with a verified professional registration.
Caregivers see the clients they are assigned to, only for as long as that assignment is current, and only the parts of the file needed to deliver care.
Family members and other responsible persons see nothing until specific categories are shared with them, one at a time, on the authority of the client or their decision maker. Every responsible person can see exactly what is shared with them and on whose authority. Ending that sharing removes access immediately.
A note a caregiver asks to share with the family stays internal until the office reviews it. The same applies to documents a caregiver submits.
Feedback from clients and families about a visit is seen by the office, not by the caregiver concerned.

Every view and every change of a client's record is logged, and the log is built so that nobody can edit or delete it, not even an administrator. A client can see in the app who has accessed their own record.

We use service providers to run the app. Those that handle information for us receive only what they need and are bound by a written contract or their published terms to protect it and use it only for us. Where this list says a company acts under its own privacy policy or notice, that policy, not ours, governs what it does. We keep a register of them. Currently:

Amazon Web Services (Canada): hosting for the app, including its web version, the care record, documents and backups.
Expo (650 Industries, Inc., United States): relays push notifications to Apple and Google for the version you install. It receives your device's push token and a notification that never contains health or care details: only a line such as "You have a new update" and a reference number, which the app uses to look the update up from us once you have signed in. Expo says it keeps a notification only until it has handed it to Apple or Google.
Apple and Google: deliver those notifications to your phone, and distribute the app through their stores under their own privacy policies.
If you allow notifications in a web browser, the push service your browser uses, which Apple, Google, Mozilla or Microsoft runs depending on the browser (United States): it delivers the same kind of notification to your browser under its own privacy policy. We encrypt each notification before it leaves us, so the push service cannot read it; it sees only that a notification from us is on its way to your browser, when, and how large it is. We ask it to give up on a notification it cannot deliver within a day. Expo is not used for this.
Amazon Web Services (Canada), through Canadian mobile carriers: sends your sign-in code to your phone number. The message contains only the code.
For caregivers only, our payroll provider (Wagepoint, Canada; its own service providers may be in the United States or other countries): your name, hours and pay details, to pay you, remit your payroll deductions and file your tax slips. The tax and bank details you give Wagepoint go to it directly, never through this app. Never client information.
For clients and whoever pays for their care, our bookkeeping software (Xero; it may store information in the United States, Australia and New Zealand and uses service providers in the United States and other countries): the name, billing address and email of the person who pays, and each invoice's services, dates, hours and amounts, to bill for care and keep the records tax law requires. Never anything about the care itself. Our bank's record of your payment reaches it through a connection service in the United States (Plaid).
If you choose to pay by pre-authorized debit, GoCardless (United Kingdom), which collects the payment and handles your bank account details under its own privacy notice. Paying by e-Transfer does not use it.

We also disclose information without consent where PIPA allows or the law requires it, and only as much as is needed:

to emergency services, or to a client's emergency contact, when someone's health or safety is at immediate risk;
to a child welfare worker, when the Child, Family and Community Service Act requires us to report that a child may need protection;
to a designated agency under the Adult Guardianship Act, when we believe a vulnerable adult is being abused or neglected. The law keeps the identity of the person who reported confidential, and so do we;
to WorkSafeBC, about workplace incidents and injuries;
in response to a court order, warrant or subpoena, or a lawful demand from a public body;
to our lawyers, insurers and auditors, in confidence, to obtain advice or deal with a claim;
to another organization if our business or part of it is sold or merged, only for that transaction and under a promise to protect it as this policy does.

Where we are allowed to, we will tell you about a disclosure made without your consent.

10. Where it is stored

The care record, documents and backups are stored in Canada. The services named in section 9 as being in, or using service providers in, the United States or other countries process a small amount of information there. That information is subject to the law of that country while it is there, including lawful access by its courts, law enforcement and national security authorities. We have chosen providers and designs that keep what crosses the border to a minimum, and we will name any new provider here before we start using it.

11. What is kept on your phone or computer

So the app keeps working without a signal, it stores the information you need for your current work, and anything you record while offline, in the app's private storage on your device until it can be sent. Signing out removes your sign-in and the information the app has stored on the device. If anything you recorded has not been sent yet, the app tells you and asks before deleting it. If your sign-in ends without you signing out, for example because it expired while you had no signal, anything not yet sent stays in that private storage so it can still be sent, and is deleted if someone else signs in on that device instead. Signing out from the app's lock screen keeps it the same way.

In the version you install, your sign-in is kept in your phone's secure keychain.

In a web browser, the app keeps the same information in the browser's storage for app.brillianthomecare.ca, with a copy of the app itself so it can open without a signal; that copy holds nothing about you. Your sign-in is kept in one cookie, the only cookie the app sets. It belongs to app.brillianthomecare.ca alone, and keeps you signed in for at most 12 hours if you work in our office and 30 days for everyone else. Signing out deletes it and the information the app stored in the browser, as above. A sign-out made with no signal is finished the next time the app has a signal. A browser can also clear what a website stored when the device runs short of space, so send your work as soon as you have a signal.

Both versions lock themselves after a few minutes away, and open again with your device's own face, fingerprint or screen lock, which your device checks and which never reaches us. The lock needs a screen lock on your device. In a web browser you turn it on when you first sign in, and it uses a passkey your device makes for the app; your device's password manager may keep it and copy it to your other devices signed in to the same account. Once you sign out it no longer opens the app, and you can delete it in your password manager.

Files you choose to download or save from the app, such as a document or a timesheet file, go wherever your device or browser keeps downloads, and signing out does not delete them. Your browser's history may also list pages of the app and documents you opened; their addresses carry reference numbers, never names or care details. Directions open your maps app or website with the client's home location.

Your browser's own features belong to its maker. Spell check, translation, autofill and text suggestions may send what you type, or the page, to the maker's servers; Microsoft Edge's spell check does unless it is set to Basic. Use a setting that keeps spell check on your device.

Open the app in a browser such as Safari, Chrome, Edge or Firefox, not in a page opened inside another app such as Instagram or Facebook; the app won't sign you in there.

Your phone or computer is part of how this information is protected. Keep it locked with a passcode, password or biometrics, lock a computer whenever you step away from it, keep its software up to date, and tell the office straight away if it is lost or stolen: we can end its access to the app from our side. Never use the app on a public computer, and sign out when you finish on one that other people also use.

12. How long we keep it

Client records, including the care record: while care continues, and afterwards for as long as we need them for legal, insurance, tax or other business purposes, such as answering a question about the care that was delivered or responding to a claim.
Caregiver records: while you work with us, and afterwards for as long as we need them for the same kinds of purposes.
Incident and safety records: at least as long as WorkSafeBC and other laws require.
The access log: for as long as the record it describes.
Records of breaches: at least 24 months.

Information we used to make a decision that directly affects you is kept for at least one year after that decision, as PIPA requires, so you have the chance to ask for it. PIPA also requires us to destroy personal information, or remove what identifies you, once it is no longer needed for the purpose it was collected for or for legal or business reasons.

Visit records, notes, incidents and the access log are built so they cannot be altered or deleted, because they are the proof of the care delivered. A mistake is fixed by adding a correction that points to the original. See section 14.

13. How we protect it

PIPA requires reasonable security for the sensitivity of the information. Ours includes:

encryption in transit and at rest;
access decided on the server for every request, limited to people with a current reason to see a record;
sign-in with a one-time code sent to your phone, and multi-factor authentication on the accounts that administer our systems;
an app lock that asks for your device's face, fingerprint or screen lock after a few minutes away, wherever your device has a screen lock;
a permanent log of who viewed and changed each record;
notifications that never contain care details, so nothing sensitive appears on a lock screen;
removing access as soon as someone stops working with us or a sharing arrangement ends;
privacy training and confidentiality commitments for everyone who works with us.

No way of storing or sending information is completely secure, so we cannot guarantee that nothing will ever go wrong, but we keep these protections under review and act quickly if something does (section 17).

If you find a security weakness, please tell us at security@brillianthomecare.ca.

14. Accuracy and corrections

We make reasonable efforts to keep information accurate and complete, particularly where it is used to make decisions about care. If you think something is wrong, ask us to correct it. If we agree, we add a correction as soon as reasonably possible and send it to any organization we disclosed the information to in the previous year. If we do not agree, we add a note to the record saying what correction you asked for.

15. Seeing what we hold about you

You have the right to ask for the personal information we hold about you, how it has been used, and who it has been disclosed to. A decision maker may ask on behalf of a client within the scope of their authority.

Ask in writing, by email to privacy@brillianthomecare.ca. To send a letter instead, call 604-388-8730 and we will tell you where to send it.
We will confirm your identity before releasing anything.
We respond within 30 business days. PIPA lets us extend that by up to 30 more if a request is large or unclear, or we must consult someone else, and we will tell you if we do.
We do not charge for reasonable requests.
If we must withhold something, for example because it would reveal information about another person or identify someone who reported a concern in confidence, we will tell you in writing what we withheld and why, and how to ask the Commissioner to review our decision.

Some information about caregivers, such as visit feedback, is not shown in the app, but it is still covered by this right.

16. Closing your account

Accounts are created and closed by our office. Access ends automatically when care ends, when someone stops working with us, or when a client or their decision maker ends a sharing arrangement. You can also ask us to close your account at any time from Settings in the app, by calling 604-388-8730 or by emailing privacy@brillianthomecare.ca. We close it within 30 days of your request and confirm by text or email when it is done.

Closing an account removes your sign-in, your devices and their notification codes straight away. Other information is then kept or deleted according to section 12. We will tell you what we must keep and why rather than simply refusing a request to delete it.

17. If something goes wrong

If personal information is lost, stolen or accessed without authorization, we act at once to contain it. Where there is a real risk of significant harm, we will notify the people affected as soon as feasible, and report it to the Office of the Information and Privacy Commissioner for British Columbia and, where federal law applies, the Privacy Commissioner of Canada. We keep a record of every breach for at least 24 months, however minor.

18. Children

The app is not intended for children. Accounts are only created for adults, or for a parent or guardian acting for a client who is a child.

19. Complaints

Please raise a concern with our privacy officer first. Most things can be put right quickly, and we want to know. We will look into every complaint and tell you the outcome.

If you are not satisfied, you may ask the Office of the Information and Privacy Commissioner for British Columbia to review the matter (www.oipc.bc.ca, 250-387-5629, or 604-660-2421 from Vancouver). A request to review a decision we made about your access or correction request generally has to be made within 30 business days of hearing from us. You do not need our permission, and it will not affect your care or your work with us.

20. Changes to this policy

When we change this policy in a way that matters, the app shows you the new version and asks you to accept it before you continue. The version and date are shown at the top.

App privacy policy