Complaints + inquiries · Health-E-Now

We take complaints seriously. This page tells you exactly where to send a concern depending on what it's about, who handles it, how long we take to respond, and who to escalate to if you are not satisfied with our response. You do not need to come to us first — you can always go directly to the regulator listed below.

Privacy complaints + inquiries

For any concern about how your personal health information was collected, used, disclosed, or secured — including requests for access (PHIPA §52) or correction (§55), lock-box requests (§37), or a suspected privacy breach:

Privacy Officer
Health-E-Now Inc.
2-558 Upper Gage Ave, Suite 316, Hamilton ON L8V 4J6
privacy@health-e-now.com

Response time: we acknowledge within 2 business days and substantively respond within 30 days. If a request will take longer we will tell you why and give an expected date.

If you are not satisfied with our response — or at any point — you may contact the Information and Privacy Commissioner of Ontario:

2 Bloor Street East, Suite 1400, Toronto ON M4W 1A8
Tel: 1-800-387-0073 · www.ipc.on.ca

Complaints about a physician's conduct

Treating physicians on Health-E-Now are independent contractors licensed by the College of Physicians and Surgeons of Ontario (CPSO). If your concern is about a physician's professional conduct, clinical judgement, or quality of care, you should also contact the CPSO directly:

College of Physicians and Surgeons of Ontario
80 College Street, Toronto ON M5G 2E2
Tel: 1-800-268-7096 · www.cpso.on.ca

We will cooperate with any CPSO investigation involving a physician on our platform.

Accessibility concerns

If you encountered an accessibility barrier, see our Accessibility Statement for the feedback channel and our accommodation process, or email accessibility@health-e-now.com.

Security disclosures

If you believe you have found a security vulnerability, report it in confidence to security@health-e-now.com. We run an informal coordinated-disclosure programme; please give us 90 days before publishing.

Billing + service complaints

For billing disputes, refund requests, or technical issues, email info@health-e-now.com or use the "Need help?" link in your account. We aim to respond within 2 business days.

Marketing / CASL concerns

Every commercial email we send includes a one-click unsubscribe and our mailing address (Health-E-Now Inc., 2-558 Upper Gage Ave, Suite 316, Hamilton ON L8V 4J6). To unsubscribe immediately, use the link in the email footer. To report a CASL concern email privacy@health-e-now.com; you may also file a complaint at fightspam.gc.ca.

How we handle complaints internally

Every complaint is logged to a tracked queue with a unique reference number you can quote.
Privacy complaints route to our Privacy Officer. Complaints about a physician's conduct are forwarded to the treating physician and to the CPSO if the patient asks us to do so — we cannot adjudicate clinical judgement, which is properly the regulator's role. Security disclosures route to the engineering on-call.
We respond in writing. We will not retaliate against you for raising a complaint.
Complaints involving a potential PHIPA breach trigger our breach-response runbook, which may include notifying the IPC and affected individuals.

Anonymous concerns

You can email us anonymously. We will investigate to the extent we can without being able to follow up with you. If your concern is about a physician's conduct and you are not the patient, we will still investigate but may need consent from the patient to share details.