Effective: 1 October 2026
Last updated: 28 October 2026
Applies to: https://www.brillianthomecare.ca, and email and phone calls to us. The care app has its own app privacy policy.

1. Who we are, and who is responsible

Brilliant Home Care Ltd. (“we”, “us”) is a private-pay home care provider in Metro Vancouver, British Columbia. British Columbia's Personal Information Protection Act (PIPA) sets the rules for how we collect, use and disclose personal information. Where information crosses a provincial or national border, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) applies too.

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.

The person responsible for our compliance, and for any question or request, is:

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

2. What this policy covers, and what it does not

This policy covers this website (reading it, sending an enquiry, applying for a job) and email and phone calls to us before you become a client or join our team.

It does not cover the care record. Care plans, visit records, notes and other health information live in the Brilliant Homecare app, a separate system on separate infrastructure, covered by the app privacy policy. This website has no connection to that system. When care begins, we go through what we will collect and ask for your consent in person.

3. What we collect

When you read the site

Unless you agree to analytics, nothing that identifies you. The only third-party tracker on this site is Google Analytics, and only if you agree (see below). We use no advertising pixels, no session recording, no heatmaps, no social media widgets and no fonts loaded from another company's servers. Whatever you choose, we also measure the site with two tools that run inside our own Amazon Web Services (AWS) account, in Canada:

Request logs from Amazon CloudFront, which delivers the site. For each page requested they record the date and time, the page, the page you came from, your browser type, your country, and how the request was handled. They do not record your IP address or any cookie.
Amazon CloudWatch RUM, which measures how fast pages load and whether your browser hits an error. It is set up not to use cookies, so it cannot recognise you across visits.

We look at these in aggregate, such as page views per day, and never to follow an individual. Our firewall also keeps a record, including IP address, of requests it blocks as abusive. Ordinary visits are not recorded this way.

Google Analytics, only if you agree. On your first visit a banner asks. If you agree, Google Analytics uses cookies to record the pages you view, how you arrived, your approximate location (city level), your device and browser type, and whether you contacted us or applied for a job. It never receives your name, contact details or anything you type into a form, and it does not store IP addresses. A second, separate choice lets Google also tell us whether an advertisement led to an enquiry. We switch ad personalization off on every page about a type of care, a condition or a guide, whatever you choose. The cookies page lists every cookie and exactly what we count.

Without your agreement, this website sets no tracking cookies and sends nothing to Google.

When you send an enquiry

Your name, phone number, email address, whether you are asking for yourself, a family member or as a referring professional, the area you are in, how soon you need help, the best time to call, and anything you write in the message box.

The form also asks what kind of help you think you need, such as dementia care or palliative support. That answer is optional, but it can say something about someone's health, so we treat it as confidential and use it only to prepare for our call. Please do not write medical details or a diagnosis in the message box. We will cover what we need to know properly, by phone, with the right person.

If you agreed to analytics, the enquiry also records how you found us: the first page of your visit, the website that sent you, and any campaign tag in the link you followed. This is kept with your enquiry, in Canada, and is not sent to Google.

When you apply for a job

Your name, contact details, the role and hours you are interested in, the areas you can work in, the credentials you hold, the languages you speak, and anything you write in the free-text box. If you send a CV by email, whatever is in it.

When you email or call us

Whatever you choose to tell us, and your email address or phone number. We do not record phone calls.

Information about someone else

Many enquiries are made on behalf of a parent or partner. Please give us only what we need to call you back, and let the person know you have contacted us where you can.

4. Why we collect it

We use personal information only for these purposes:

To respond to your enquiry and arrange a care assessment if you want one.
To assess a job application, contact you about it and, with your consent, check your references and credentials.
To send you marketing email, only if you ticked the box. See section 7.
To keep the site working and secure, using the aggregate measurements and logs above.
To understand how people find and use the site, and whether our advertising works, using Google Analytics, only if you agree.
To meet our legal obligations, and to establish or defend a legal claim.

We will not use your information for a different purpose without asking you first, unless the law allows or requires it. We do not sell personal information. We never give Google, or any advertiser, your name, contact details or anything you type into a form, and we never use the care topics you read about to target advertising at you.

We tell you why we are collecting information before or when we collect it, as this page and the notes on each form do. Sending an enquiry is consent for us to use those details to reply to it and to keep a record that we did. It is not consent to anything else. Consent can be given in writing, electronically or verbally, and for anything sensitive we ask for it expressly.

You can withdraw consent at any time by telling us at privacy@brillianthomecare.ca. We will act on it promptly and confirm what we have done. If withdrawing means we can no longer do something you asked for, such as consider your job application, we will tell you that.

Analytics and advertising measurement are off until you switch them on. To change your choice, use "Cookie settings" at the bottom of any page: it takes effect at once and deletes the Google cookies from this site. Data Google has already collected is kept for the period in section 10. Google's own controls are at My Ad Center .

PIPA permits disclosure without consent in limited cases. We rely on that only where it is necessary, and only for as much as is needed:

when someone's health or safety is at immediate risk;
where the law requires it, for example a court order, warrant or subpoena, or a lawful demand from a public body;
to our lawyers, insurers or accountants, 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 the information as this policy does.

Where the law allows, we will tell you about a disclosure made without your consent.

7. Marketing email and CASL

Canada's Anti-Spam Legislation (CASL) is strict, and we follow it closely.

We send commercial email only with your express consent, given by ticking a box, or where CASL allows implied consent, which expires: two years after a business relationship ends, six months after an enquiry.
We record the exact wording you agreed to, when, and on which page. The current wording is: “Yes, Brilliant Homecare may email me occasional news, guides and service updates. I can unsubscribe at any time using the link in any message.”
Every commercial message identifies us, gives our mailing address, and has a working unsubscribe link. We act on an unsubscribe within 10 business days, and usually much sooner.
Service messages are separate. Once you are a client, messages about your own care, such as a visit reminder, are not marketing. Unsubscribing from marketing never stops them.

Our own staff see personal information only when they need it for their work. We also use service providers, who may use it only to provide their service to us. We choose them carefully, we keep a register of them, and we remain accountable for what they handle on our behalf. Currently:

Amazon Web Services (Canada): hosts this website, receives and stores form submissions, and sends and receives our email.
Google (United States and other countries): our email inbox. Every email sent to an @brillianthomecare.ca address, and a notification of each form submission including what you entered, is delivered there.
Google Analytics (United States): measures how visitors who agree to it use this website, under Google's data processing terms for Analytics and Ads. It never receives anything you type into a form.
Cloudflare (global network): manages our domain name. If you type our address without “www”, Cloudflare redirects you to the right one, and in doing so briefly handles your IP address and browser details under its own privacy policy. It never sees form entries or email.

We will name any new service provider here before we start using it.

9. Where it is stored

Our website, form records and logs are stored in Canada. Email is stored by Google, which may keep it in the United States or other countries, Google Analytics data (if you agreed to it) is stored in the United States, and Cloudflare's redirect may be handled by a server outside Canada. Information held outside Canada is subject to the laws of the country it is in, including lawful access by that country's courts, law enforcement and national security authorities.

10. How long we keep it

Enquiries: the form record is deleted automatically six months after you send it. Our email copy is kept for as long as we need it to deal with your enquiry and show how we handled it.
Job applications: the form record is deleted automatically after six months. We keep our copy for as long as we need it to consider you for suitable roles and to show how we made our decision. If you join our team, your application becomes part of your record under the app privacy policy.
Marketing: we stop sending marketing email when you unsubscribe or your implied consent expires, whichever comes first, and we keep a record of the unsubscribe so we do not email you again.
Request logs and firewall records: 30 days. Performance measurements: 30 days.
Google Analytics (only if you agreed): event data for 14 months, after which Google deletes it; the cookies on your device for up to 12 months, or until you change your choice.

PIPA requires that information used to make a decision that directly affects you, such as whether to offer you a job, be kept for at least one year after the decision so you can ask to see 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.

11. How we protect it

PIPA requires reasonable security arrangements. Ours include encryption in transit and at rest, access limited to people with a current reason to have it, multi-factor authentication on the accounts that run our systems, logging of administrative access, and removing access promptly when someone leaves. 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 12). If you find a security weakness, please tell us at security@brillianthomecare.ca.

12. 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.

13. Accuracy and correction

We make reasonable efforts to keep information accurate, particularly where we will use it to make a decision about you. If something we hold is wrong, ask us to correct it. If we agree, we correct it as soon as reasonably possible and send the correction to any organization we disclosed it to in the previous year. If we do not agree, we note on the record the correction you asked for.

14. Seeing what we hold about you

You have the right to ask for the personal information we hold about you, how we have used it, and who we have disclosed it to.

Ask in writing, by email to privacy@brillianthomecare.ca or by post to the address in section 1.
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 need to 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 someone else, we will tell you in writing what and why, and how to ask the Commissioner to review our decision.

You can also ask us to delete your information, or stop using it for a particular purpose, subject to the retention rules in section 10.

15. Complaints

Please tell Artin Peyvasteh 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 can ask the Office of the Information and Privacy Commissioner for British Columbia to review it (250-387-5629, or 604-660-2421 from Vancouver). A request to review our response to an access or correction request generally has to be made within 30 business days of hearing from us. You do not need our permission.

16. Children

This website is not directed at children, and we do not knowingly collect information from anyone under 13. If you believe we have, tell us and we will delete it.

17. Changes to this policy

We review this policy regularly and whenever our practices change. The dates at the top show when it last changed. If we make a material change, we will say so on this site before it takes effect, and we will not use information already collected for a new purpose without your consent.

Privacy policy