Your health information, protected

Your file is stored on Amazon Web Services servers located in Canada, in the Montreal region. It is backed up every day so it can be restored after an incident.

Your information is encrypted while it travels between your device and our servers, the same way as with your bank, and encrypted again once stored in our databases. Every document you send or receive is encrypted before being stored, on storage that is never publicly readable.

Every file you upload, or that your clinic places in your file, is scanned for malware in memory before it is encrypted and stored. An infected file is refused and raises a security alert at Colib.

Only the practitioners and staff of the clinic that treats you can open your file, each with their own personal account and permissions. Every time someone views, creates, changes, deletes or downloads your data, including Colib support, a record is kept for 3 years and your clinic can consult it.

In your profile, you can require a six-digit code sent to your email address, in addition to your password, each time you sign in. If the clinic that treats you is located in Quebec, this protection is mandatory and cannot be turned off. The code is valid for 10 minutes and is never asked for by phone.

Your password must be 12 to 80 characters long and mix uppercase letters, lowercase letters, digits and a special character. We also check it against public lists of passwords stolen in known leaks -- without ever sending your password, only a short fragment of its fingerprint -- and you cannot go back to one of your last five passwords.

If your account is opened from a device we have never seen, we email you right away with the date, the device and the address. After five wrong passwords or sign-in codes, the account is locked for 30 minutes and you are notified; no code is sent while the lock lasts, and resetting your password unlocks it right away.

So that we can tell a familiar sign-in from an unusual one, we keep the devices and the addresses you sign in from. The address is stored encrypted, never in clear text, a device is forgotten after one year without use, and everything is erased if you delete your account.

If you stop using the portal for 180 minutes, your session ends and you must sign in again, so nobody can read your file on a device you left behind.

Your dashboard has a « My access log » tab listing every sign-in and every action on your data for the last 18 months, with the date, the device and the address, so you can check that nothing unusual happened. The clinic that holds your record can also consult this log for that record. See my access log

From the same tab, the « Download all my data » button prepares a single archive containing your profile, your access log and, clinic by clinic, your appointments, invoices, documents, forms, notes, messages, consents, waiting-list requests, programs, gift certificates and payment methods (last four digits only). The « Export my access log (CSV) » button downloads your access log on its own. Your email address must be confirmed, and the archive can be requested again after ten minutes.

Each box you tick when booking online or filling in a form -- the clinic's terms and cancellation policy, text-message reminders, acting as the parent or guardian of a minor, the attestation of a form -- is recorded with the exact text you were shown, its version and the date. Your clinic can see these consents in your file, and they are included in the archive you can download.

Your practitioner may have a telehealth session transcribed in order to obtain a draft note, which they then review and correct. If your clinic is located in Quebec and such a note is planned, you must tick a consent box before joining the session: without it, you simply cannot join. You can also record your refusal on that page: the session is then not transcribed. At any time, the Artificial intelligence tab of your dashboard lets you withdraw your consent for all your clinic records, online or in person. For in-person sessions, your practitioner confirms having informed you before recording. For Quebec clinics the analysis runs in Canada, with a fallback to another model only if the Canadian model returns an error; every draft carries the name of the model that wrote it. The note is marked as generated by AI, and your clinic keeps the original draft next to the version reviewed by your practitioner. The recording is deleted once the transcript is produced. The transcript is deleted once the note has been generated, unless your clinic has chosen to keep it in your record, encrypted, as a clinical working document, for as long as the record is kept. Read our artificial intelligence policy

Colib never stores your credit card number. Your card number is sent to Stripe, which returns a token; Colib stores only that token, the last four digits, the expiry date and the card's country.

The portal is served with protections that stop another site from displaying it or from running code inside it, and that force every connection to be encrypted. Our software dependencies are audited against known vulnerabilities, and our technical error logs never contain what you type in a form or anything from your file. Failed sign-ins, lockouts and blocked requests are reviewed by Colib every day.

Everyone at Colib is trained every year on the protection of personal information and on how to report any suspicious activity to our Privacy Officer.

Colib aims for level AA of the WCAG 2.2 accessibility guidelines. Read our accessibility statement.

Colib is designed to meet the requirements of Canada's PIPEDA and of Quebec's Law 25 and Law 5 (LRSSS) for health information.

To read, correct or ask for the deletion of information held in your file, contact your clinic directly: it is responsible for your file, and Colib acts on its instructions. To obtain a copy right away, use the « Download all my data » button in your access log.

For your portal account itself, or any question about how Colib protects your information, write to our Privacy Officer: Thibault Bréboin, thibault@colib.io. We answer within 30 days.

The person in charge of the protection of personal information at Colib is: Thibault Bréboin, Privacy Officer, Colib Technology Inc., thibault@colib.io. Requests and complaints are handled as described in our privacy policy.