Personal Health Information Protection Act

A Health Information Custodian, known as a HIC, is a person or organization who is formally responsible for collecting, using and disclosing personal health information on behalf of their clients. Under the PHIPA, the Regional Municipality of York has six Health Information Custodians. They include:

• Paramedic and Seniors Services
  • A person who operates a paramedic service
  • A person who operates a long-term care home
  • A person who operates an adult day program
• Public Health
  • A Medical Officer of Health
• Social Services
  • Early Intervention Services
• Social workers who provide health care services

The PHIPA gives an individual (or their substitute decision-maker) the right to see or receive a copy of their personal health information. At any time, you can ask to see your personal health information we have on record.

Submit your access request in writing, ensuring to provide sufficient detail to enable staff to locate the records. Prior to disclosure of information, proof of identity must be provided if you request personal health information records.

Before you request access to personal health information, please browse the information provided below.

Download the Access Request Forms

PHIPA Client Access to Information Form

PHIPA Law Enforcement Access to Information Form

PHIPA Law Enforcement Access to Information Form - Paramedic Services

Frequently Asked Questions 

How long will it take to receive the requested information?

York Region has 30 calendar days to respond to your request from the date the request and supporting documentation is received.

Is there a processing fee?

This service is free of charge for individuals requesting their own information.

Law firms and insurance companies must pay a $30 application fee to initiate the request. If there are no records found, the funds will be returned.

I require my records urgently; can I speed up the process?

You may request for your information to be expedited; we will do our best to respond within your required time frame.

What supporting documentation do I need to include with my access request form?

Requesting my own information

• A copy of your driver’s license or another government issued photo ID 

Requesting information on behalf of my child (under 16) where there is a custody arrangement 

• A court order or custody agreement setting out the custody arrangements
• A copy of your driver’s license or another government issued photo ID 

Requesting information on behalf of another individual

• If the individual has capacity, consent from the individual in writing authorizing the requestor (over 16 years of age) to act on the individual’s behalf
• If the individual does not have capacity, consent of the individual’s substitute decision-maker, as authorized in accordance with PHIPA and/or other applicable law
• A copy of the requestor’s driver's license or another form of government issued photo ID

Requesting information for a deceased individual

• Documentation verifying requestor is the deceased's estate trustee, or that they have authority to administer the deceased's estate;
  • If more than one individual has been named as the deceased's estate trustee, consent may be required from both or all individuals
• A copy requestor’s driver’s license or another form of government issued photo ID

Law firms 

• The complete access request form or the formal request letter on letterhead
• Consent from client and $30 application fee payable by cheque to The Regional Municipality of York

How will the information be released to me?

Your information may be released to you via encrypted email, courier or in-person pick-up.

Where do I submit an access request?

This form may be submitted by mail or email to the below addresses.

Ambulance Call Report access request
The Regional Municipality of York
Community and Health Services 
Paramedic and Seniors Services - Privacy Office
80 Bales Drive East
Sharon, Ontario L0G 1V0
1-877-464-9675 Ext. 74749
@email 

Public Health, Social Services and Senior Services access request
The Regional Municipality of York
Community and Health Services - Privacy Office
17150 Yonge Street - 6th Floor
Newmarket, Ontario L3Y 8V3
1-877-464-9675 Ext. 73007
@email 

Is there a secure portal I can use to upload my application instead of submitting my information by email?

If you would like to submit your documents by a secure portal, contact us before submitting your documentation and we will assist you.

 We are committed to ensure your personal health information is accurate and correct. If you believe the information we have is incorrect or incomplete, you may request a correction to that information.

Submit your correction request in writing, ensuring you provide sufficient detail to enable staff to locate the records where you have concerns.

Before you make a correction request, please browse the information provided below.  

Download the Correction Request Form

PHIPA Client Correction to Information Form

Frequently Asked Questions 

How long will it take to receive a decision?

York Region has 30 calendar days to respond to your request from the date the request and supporting documentation is received.

Is there a processing fee?

There is no fee to request a correction to a record.

What supporting documentation do I need to include with my correction request form?

Correction to my own information

• A copy of your driver’s license or another government issued photo ID

Correction on behalf of my child (under 16) where there is a custody arrangement

• A court order or custody agreement setting out the custody arrangements
• A copy of your driver’s license or another government issued photo ID

Correction on behalf of another individual

• If the individual has capacity, consent from the individual in writing authorizing the requestor (over 16 years of age) to act on the individual’s behalf
• If the individual does not have capacity, consent of the individual’s substitute decision-maker, as authorized in accordance with PHIPA and/or other applicable law
• A copy of your driver's license or another form of government issued photo ID 

Correction for a deceased individual

• Documentation verifying requestor is the deceased's estate trustee, or that they have authority to administer the deceased's estate;
  • If more than one individual has been named as the deceased's estate trustee, consent may be required from both or all individuals
• A copy of the requestor’s driver’s license or another form of government issued photo ID, and the same for all estate trustees, as applicable
• Consent from client

Law firms

• The complete correction request form or the formal correction request letter on letterhead
  Consent from client

What happens after I submit a correction request? 

You will receive an acknowledgment confirming the receipt of your request from our office. You may be contacted for clarification on the nature of your request and/or to gather additional information essential for our office to initiate a consultation relating to your concern. For instance, we may request specific details such as the document name, date range, and/or sections you believe require correction. Within 30 days, a written response will then be provided to you by our office to communicate the outcome of the decision. An additional one time 30 day extension may be applied in exceptional circumstances. 

Where do I submit a correction request?

Paramedic Services Records correction requests
The Regional Municipality of York
Community and Health Services 
Paramedic and Seniors Services - Privacy Office
80 Bales Drive East
Sharon, Ontario L0G 1V0
1-877-464-9675 Ext. 74749
@email 

Public Health, Social Services and Senior Services correction requests
The Regional Municipality of York
Community and Health Services - Privacy Office
17150 Yonge Street - 6th Floor
Newmarket, Ontario L3Y 8V3
1-877-464-9675 Ext. 73007
@email 

How do I appeal to the Information and Privacy Commissioner?

If you are not satisfied with our decision regarding your correction request, you can file a complaint to the Information and Privacy Commissioner of Ontario (IPC). The IPC can be reached at:

Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
1-800-387-0073 or 416-326-3333
@email 
https://www.ipc.on.ca 

We're committed to addressing your concerns about the way your personal health information is collected, used, or shared. If you have a concern about our privacy policies and procedures, you can file a complaint to our office.

Submit your complaint request in writing, ensuring to provide sufficient detail to initiate an investigation.

Before you submit your request, please browse the information provided below.

Download the Complaint Form

PHIPA Complaint Form

Frequently Asked Questions

Where do I submit my complaint?

This form may be submitted by mail or email to the below addresses.

The Regional Municipality of York
Community and Health Services - Privacy Office
17150 Yonge Street - 6th Floor
Newmarket, Ontario L3Y 8V3
1-877-464-9675 Ext. 73007
@email 

What happens after I submit a complaint?

You will receive an acknowledgement advising that our office has received your request. You may be contacted to clarify the nature of the complaint and or to obtain further information concerning the complaint that will assist with the investigation. Our office will provide a written response to you to summarize the nature and findings of the investigation and, when appropriate, outlining the measures taken in response to the complaint.

When will I get a response?

We will respond to you as soon as the investigation is completed.

What can I do if I am not satisfied with the response?

If you are not satisfied with our findings and resolutions, you can file a complaint to the Information and Privacy Commissioner of Ontario (IPC). The IPC can be reached at:

Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
1-800-387-0073 or 416-326-3333
@email 
https://www.ipc.on.ca