Fonemed Privacy Policy
Last Updated: October 14, 2026
Our Commitment to Privacy
At Fonemed, protecting your privacy and the confidentiality of your personal and personal health information is a fundamental part of the healthcare services we provide.
We are committed to handling your information responsibly, maintaining appropriate security safeguards, and complying with applicable privacy and healthcare legislation.
This Privacy Policy explains what information we collect, how we use and protect it, your privacy rights, and how you can contact us with questions or concerns.
1. Scope and Applicability
This Privacy Policy applies to personal information and personal health information collected, used, or managed by Fonemed in connection with our telehealth, virtual care, and related healthcare services.
Depending on the services provided and the jurisdiction, our privacy practices are governed by applicable legislation, including Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), provincial and territorial health information privacy legislation such as Newfoundland and Labrador’s Personal Health Information Act (PHIA), and the United States Health Insurance Portability and Accountability Act (HIPAA), where applicable.
2. Information We Collect
We collect personal information and personal health information as reasonably necessary to provide and support our healthcare services.
Depending on the service, this may include:
- Personal and Contact Information: Name, date of birth, contact details, healthcare identification numbers, and other information needed to identify individuals and facilitate care.
- Personal Health Information: Symptoms, medical history, assessments, medications, care plans, referrals, and other information relevant to providing healthcare services.
- Service and Communication Information: Appointment details, correspondence, and information shared during telephone or virtual healthcare interactions, including recordings or transcripts where applicable and authorized.
We limit the collection of information to what is reasonably necessary for the services being provided or as otherwise authorized by law.
3. How We Use Your Information
Fonemed uses personal information and personal health information for purposes related to providing and supporting healthcare services, including:
- Delivering healthcare assessments, consultations, and related services.
- Communicating with individuals and authorized healthcare providers.
- Supporting referrals, scheduling, care coordination, and continuity of care.
- Maintaining accurate healthcare and service records.
- Monitoring and improving service quality, including responding to feedback and concerns.
- Protecting the security and integrity of our systems and information.
- Meeting applicable legal, regulatory, and contractual obligations.
Information is used only for authorized purposes and in accordance with applicable privacy requirements.
4. Information Sharing and Disclosure
Fonemed does not sell or rent personal information or personal health information.
We may share information where authorized or required, including:
- Healthcare Providers and Organizations: To support healthcare delivery, referrals, safety, and continuity of care.
- Authorized Service Providers: With third parties supporting our services and operations, subject to appropriate confidentiality and security requirements.
- Legal and Regulatory Requirements: Where disclosure is required or permitted by applicable law.
- With Consent: Where an individual’s consent is required for a particular disclosure.
Where Fonemed provides services on behalf of another healthcare organization, information may also be shared with that organization in accordance with applicable legal and contractual requirements.
5. Information Security
Fonemed is committed to protecting the confidentiality, integrity, and availability of personal information and personal health information.
We maintain appropriate administrative, technical, and physical safeguards designed to protect information against unauthorized access, use, disclosure, alteration, or loss.
These measures include encryption, access controls, security monitoring, workforce privacy awareness, and ongoing review of our information security practices.
We regularly assess and improve our safeguards to address evolving risks and applicable requirements.
6. Information Retention and Disposal
Fonemed retains personal information and personal health information for as long as necessary to support the purposes for which it was collected and to meet applicable legal, healthcare, and contractual obligations.
Retention requirements may vary depending on the type of information, the healthcare service, and the jurisdiction.
When information is no longer required and is eligible for disposal, it is securely deleted or destroyed in accordance with applicable requirements.
7. Your Privacy Rights
Fonemed respects individuals’ rights regarding their personal information and personal health information.
Depending on the applicable legislation and jurisdiction, these rights may include:
- Access: Requesting access to personal information or personal health information held about you.
- Correction: Requesting correction of information you believe is inaccurate or incomplete.
- Consent: Withdrawing or limiting consent for certain uses or disclosures, where permitted by law.
- Other Privacy Rights: Exercising additional rights available under applicable privacy legislation, including requesting deletion where legally permitted.
Certain requests may require identity verification or may be subject to legal limitations, including mandatory healthcare record retention requirements.
Where Fonemed provides services on behalf of another healthcare organization, certain requests may need to be directed to that organization.
To exercise your privacy rights, please contact our Privacy Team using the information provided below. Requests will be handled in accordance with applicable legislative requirements and timelines.
8. Privacy Inquiries and Complaints
Fonemed takes privacy-related questions, concerns, and complaints seriously and is committed to addressing them in a respectful and timely manner.
Individuals who have questions about our privacy practices or concerns about how their personal information has been handled may contact the Fonemed Privacy Team using the information provided below.
What You Can Expect
- Acknowledgement: We aim to acknowledge privacy inquiries and complaints within 10 business days of receipt.
- Review: Concerns are reviewed by authorized personnel under the oversight of Fonemed’s designated Privacy Officer.
- Response: The time required to complete a review depends on the nature and complexity of the concern. Where additional time is required, we will endeavour to keep individuals informed of the status of their inquiry.
- Resolution: Where appropriate, we will communicate the outcome of our review and identify any necessary follow-up actions.
We recognize the importance of clear communication and transparency throughout this process. Feedback received through privacy inquiries and complaints also helps us identify opportunities to improve our practices.
Individuals may also have the right to raise privacy concerns with the applicable privacy oversight authority.
For example, matters governed by Newfoundland and Labrador’s Personal Health Information Act, individuals may contact the Office of the Information and Privacy Commissioner at www.oipc.nl.ca.
9. Changes to This Privacy Policy
Fonemed may update this Privacy Policy periodically to reflect changes in our services, practices, technology, or applicable legal requirements.
Updates will be published on our website, with the date of the latest revision identified above. Additional notice will be provided where required by law.
10. Contact Us
If you have questions about this Privacy Policy, wish to exercise your privacy rights, or would like to raise a privacy concern or complaint, please contact:
Fonemed Privacy Team
Email: privacy@fonemed.com
Telephone: 1-800-223-1628
Canada Office
Fonemed
1 Crosbie Place, Suite 202
St. John’s, Newfoundland and Labrador
A1B 3Y8
Canada
United States Office
Fonemed
3 Lincoln Drive
Ventura, California 93001
United States
Privacy inquiries are managed by authorized personnel under the oversight of Fonemed’s designated Privacy Officer.