CTG Medical Privacy Policy

Last updated: July 10, 2026

CTG Medical (“CTG Medical,” “we,” “us,” or “our”) is a family-owned, non-emergency medical transportation company headquartered in Niagara-on-the-Lake, Ontario, Canada. We have served patients and families across Southern Ontario, the United States, and the Canada-US corridor since 1983.

We respect your privacy and are committed to protecting the personal information you share with us. This Privacy Policy explains what information we collect, how we use and share it, how long we keep it, and the rights you have in relation to it. It applies to information collected through our website (ctgmedical.ca), by phone or text, by email, on paper intake forms, and through our social media pages.

This policy is written to comply with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s federal privacy law, and, where applicable, Ontario’s Personal Health Information Protection Act (PHIPA).

1. Information we collect

When you contact us, request a quote, book a transport, or submit a form (on our website, by phone or text, or through a social media advertisement), we may collect information you provide, including:

• Your name
• Your phone number, email address, and mailing or pickup/destination addresses
• The name and contact information of the patient being transported (if different from you) and of the receiving healthcare facility or family contact
• Details of the transportation request — pickup and destination locations, requested date and time, level of service (wheelchair, stretcher, long-distance, etc.), and any accompanying family members
• Personal health information required to plan and safely complete the transport — such as mobility level, oxygen requirements, medications, existing conditions relevant to the trip, and discharge instructions received from the sending hospital or facility
• Insurance or payment information you provide for billing purposes
• Any other information you choose to give us

When you submit a lead form through Facebook, Instagram, or another third-party platform, that information is transmitted to us by that platform in accordance with the platform’s own terms and privacy policy.

We also automatically collect basic technical information when you visit our website — such as IP address, browser type, device type, referring page, pages visited on our site, and general geographic location. This information helps us understand how our website is used and how to improve it.

2. How we use your information

We use the information we collect to:

• Respond to your inquiry and provide you with a quote
• Arrange, coordinate, and safely provide non-emergency medical transportation and related services
• Communicate with you by phone, text message, or email about your request and your transport
• Coordinate care and logistics with the sending and receiving healthcare facilities, families, and case managers
• Issue invoices, process payments, and manage insurance claims where applicable
• Maintain internal records for safety, quality, dispatch, and staff training purposes
• Improve our website, services, and customer experience
• Comply with legal, regulatory, and healthcare-related obligations
  
  

3. How we share your information

We do not sell your personal information. We share your information only with the following parties, and only to the extent necessary:

• Our own employees, crews, dispatchers, and case managers involved in planning and delivering your transport
• Service providers who help us operate our business — including dispatch software, scheduling platforms, communication tools, payment processors, IT and website services, and analytics providers
• Healthcare facilities, hospitals, long-term care homes, physicians, discharge planners, and other partners directly involved in coordinating your transport, with your knowledge and consent
• Insurance carriers, workers’ compensation boards (including WSIB), and other payors where they are responsible for the cost of your transport
• Family members, powers of attorney, or substitute decision-makers you have authorized to communicate with us on the patient’s behalf
• Authorities and regulators when required by law, court order, or in response to a valid legal process
  
  

4. Text messaging (SMS) consent

If you provide us with a mobile phone number, we may contact you by text message to confirm bookings, provide dispatch updates, and answer questions about your transport. Text messaging carrier rates may apply.

Our full text-message practices — including how to opt in, how to opt out, and the messages you can expect — are described in our SMS Message Consent Policy, which forms part of this Privacy Policy. You can withdraw consent to text messaging at any time by replying STOP to any message from us, or by contacting us using the details in Section 12 below.

5. Data security and retention

We take reasonable administrative, technical, and physical measures to protect the personal information in our custody against unauthorized access, use, disclosure, alteration, and loss. These measures include restricted staff access, secure dispatch systems, encrypted communication channels where available, and locked physical records storage.

We retain your information only as long as needed for the purposes described in this policy or as required by law. Healthcare-related records may need to be retained for regulatory and insurance purposes for extended periods. When information is no longer needed, we securely destroy or de-identify it.

No system is perfectly secure. If we become aware of a breach affecting your personal information, we will notify you and applicable regulators as required by law.

6. Cross-border data transfers (Canada, United States, and beyond)

Because we regularly provide medical transportation between Canada and the United States — including our regular Florida-to-Ontario long-distance service — personal information about you and the patient may be accessed, processed, or stored by our staff, service providers, or partners located outside your home province or country, including in the United States.

When your information is transferred outside Canada, it may be subject to the laws of the country where it is located, including laws that permit government authorities in that country to access the information under legal process. We use contractual and organizational measures to ensure your information receives a comparable level of protection wherever it is processed.

By booking a cross-border transport with us or providing information for one, you understand and consent to this cross-border transfer as necessary to provide the service.

7. Your rights and choices

Under Canadian privacy law, you have the following rights with respect to your personal information:

• Access — you may request a copy of the personal information we hold about you
• Correction — you may ask us to correct information that is inaccurate or incomplete
• Withdrawal of consent — you may withdraw consent to our collection, use, or sharing of your information, subject to legal or contractual restrictions and reasonable notice
• Deletion — you may ask us to delete your information, subject to any legal, healthcare, insurance, or business-record retention requirements we are bound by
• Complaint — you may make a complaint to us using the contact details in Section 12, and if you are not satisfied with our response you may complain to the Office of the Privacy Commissioner of Canada or the applicable provincial regulator

To exercise any of these rights, contact us using the details in Section 12. We may need to verify your identity before responding to a request.

8. Cookies and website analytics

Our website uses cookies and similar tracking technologies to remember your preferences, understand how visitors use the site, and improve your browsing experience. Cookies may be set by us directly or by third-party analytics or advertising providers (such as Google Analytics or the Meta Pixel used with Facebook and Instagram ads).

You can control cookies through your browser settings — including deleting existing cookies and blocking future ones. Some parts of the site may not function properly if cookies are disabled.

9. Third-party websites

Our website may contain links to other websites and social media pages that we do not control. This Privacy Policy does not apply to those third-party sites. We encourage you to read the privacy policies of any third-party website you visit.

10. Children’s privacy

Our services are provided to and arranged by adults. Where we transport a minor, we collect and use the minor’s personal and health information only through, and with the consent of, the minor’s parent, guardian, or substitute decision-maker. We do not knowingly collect personal information directly from children through our website.

11. Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this policy shows when it was most recently changed. If we make material changes, we will notify you by posting the updated policy on this page and, where appropriate, by other means.

12. How to contact us

If you have any questions about this Privacy Policy, wish to exercise any of your rights, or wish to make a privacy complaint, please contact us:

CTG Medical

1357 Niagara Stone Road

Niagara-on-the-Lake, Ontario  L0S 1J0

Canada

Phone / text: 1-800-650-5035

Email: [email protected]

Website: ctgmedical.ca

You may also contact the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.