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Our Commitment

ConnexOntario is committed to promoting privacy and protecting confidentiality. We value your trust, and recognize that maintaining this trust requires accountability in how we treat the information that you choose to share with us.


All employees and contractors of ConnexOntario are bound by confidentiality. During the course of our service operation, ConnexOntario may collect, use, and share a limited amount of personal information. We will protect your information from loss or theft and from being tampered with. Only individuals that are involved with your service or who are allowed as part of their role will have access to your information. If there is a privacy breach, we will inform you.

Our Practices

We may collect limited personal information from you when you contact us yourself or from other individuals contacting us on your behalf. Examples include your age, gender, municipality, details about why you are contacting us, and any services or support we connect you with. Our calls are recorded for quality and training purposes to help us provide you with optimal service.

We collect, use, and disclose (meaning share) your personal information to:

  • Provide services to you
  • Manage, evaluate, and develop our services (e.g., performing quality-assurance calls/chats)
  • Plan, administer, and manage our internal business operations
  • Comply with legal and regulatory requirements
  • Fulfill other purposes permitted or required by law

In situations where you are at risk of harming yourself or someone else, we try to , identify the information we need to contact emergency services on your behalf, for example, by requesting the information from you, or by using other reasonable means (e.g., contact with police and/or a telecom service provider to initiate a call trace), if necessary. The call display feature is enabled on our system for the prime purpose of assisting individuals who contact us and who are at risk of self-harm.

Your Choices and Who Decides

We do not automatically gather any personal information such as your name, email address, or address when you contact ConnexOntario. We obtain this information from you only if you supply it voluntarily, for example, by contacting us via email, leaving a telephone message, agreeing to ConnexOntario booking an appointment for you, or requesting that resource materials be sent to you.

In most cases, you may choose whether and how much personal information to share with us. If we require additional information to ensure you are matched with the most appropriate resource, we will ask you accordingly. When we ask for your permission, you may choose to say no. If you say yes, you may change your mind at any time. Once you say no, we will no longer share and capture your information unless otherwise stated. Your choice to say no may be subject to some limits.

There are cases where we may collect, use, or share your information without your permission, as permitted or required by law. For example, we do not require your permission to use your information for internal business operations, training, or quality assurance purposes. In addition, we do not require your consent to share your information to keep you or someone else safe, or to meet reporting obligations under other laws such as for child safety.

Retention of Personal Information and Safeguards

ConnexOntario retains your personal information for only as long as is necessary to deliver our services, and to manage our business operations and services.

We protect your personal information by:

  • Providing privacy and ongoing security training to our personnel
  • Using a firewall and password protocols
  • Updating our software regularly
  • Conducting regular threat risk assessments

Website and Mobile Apps

ConnexOntario collects website usage data for statistical research and analysis of trends. For example, an analysis of how many people visit our sites, and when; the geographical region they are from; and which pages they view on our sites. Only aggregate site usage statistics are utilized to improve our website and make it more user-friendly. Computer IP addresses may be linked with the identity of individuals contacting our sites.

We use various Google Analytics advertising features, including remarketing, Google Display Network impression reporting, DoubleClick Platform integrations, Meltwater, and Demographics and Interest Reporting. Additionally, we use cookies to keep track of long-term visitors. These visitors remain anonymous, and the purpose is to be able to understand if people return to our site, to ascertain what content is important to those seeking help in Ontario, and to learn where we can improve in directing Ontarians to the right help.

If you would like to opt out of the Google Analytics Advertiser Features, please review Google Analytics' currently available opt-outs for the web.

Links to Other Websites

Links to other sites are included on some ConnexOntario website pages. The ConnexOntario website privacy policy does not extend to any sites that are not maintained by us, and which are beyond our control.

For More Information or Complaints

If you would like a copy of our Privacy Policy, please ask us for a copy.

We encourage you to contact us with any questions or concerns you might have about our privacy practices. You can reach our Privacy Officer at 519-439-0174 or privacyofficer@connexontario.ca