Privacy Policy

Your privacy matters to us

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Privacy at Prima Living

This Privacy Policy (the “Policy”) describes how Prima Living Management Limited Partnership (“Prima Living”, “we”, “us”, or “our”) collects, uses, discloses, retains, and protects personal information, and the rights you have in relation to it. We are committed to being transparent about how we handle your personal information.

This Policy applies to personal information about prospective and current residents, occupants, and guarantors under residency agreements; visitors to our website at www.primaliving.ca (the “Website”); and job applicants (each, “you”).

It is designed to comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), British Columbia’s Personal Information Protection Act (PIPA), and other applicable Canadian privacy laws. Where we handle personal health information in Ontario, we also act in accordance with the Personal Health Information Protection Act (PHIPA).

How we define personal information

Personal information is information about an identifiable individual, alone or combined with other information. It does not include information that has been anonymized or aggregated so it can no longer identify a person, or business contact information used solely to communicate with someone in relation to their employment or profession.

What we collect

We limit collection to what is reasonably necessary for the purposes described below. Depending on your relationship with us, this may include:

Contact information: name, mailing address, email address, and telephone number.

Identity information: where relevant, date of birth, marital status, and similar details needed to assess or administer a residency.

Usage and device information: IP address, browser and device type, pages viewed, and similar data collected automatically through cookies and similar technologies (see “Cookies and analytics” below).

Health information: for prospective and current residents, information about health, care needs, and care providers, where you choose to share it so we can respond to your inquiry or provide care.

Preference information: accommodation, dining, and care-service preferences so we can tailor our response and services.

Family and representative information: details you provide about a family member (for example, a parent) or that we receive from an authorized representative or substitute decision-maker.

Financial information: payment and billing details where you transact with us.

Recruitment information: information in resumes and job applications, such as work history, education, and references.

Security information: where applicable, video or surveillance footage and entry/exit records collected at or around our residences for safety and security.

How we collect it

Directly from you — in person, by phone, by email, through Website forms, or when you book a tour, apply for a job, or transact with us.

From other sources — for example, your family, your authorized representative, or your current or previous care providers, where relevant to a residency.

Automatically — through cookies and similar technologies when you use the Website (see “Cookies and analytics” below).

Through social media — if you interact with our pages or accounts.

How we use your information

We use personal information for purposes such as:

responding to inquiries and providing information you request;

arranging and following up on tours and consultations;

assessing applications for, and administering, residency and care services;

providing care and related services to residents;

processing payments and administering accounts;

recruiting and evaluating job applicants;

operating, securing, and improving the Website;

sending communications you have consented to receive; and

meeting our legal, regulatory, insurance, and safety obligations.

Your consent

We collect, use, and disclose personal information with your consent, except where otherwise permitted or required by law. Consent may be express or implied, depending on the sensitivity of the information and the circumstances; for sensitive information such as health information, we seek express consent. Consent may also be given by an authorized representative or substitute decision-maker. You may withdraw your consent at any time, subject to legal or contractual restrictions, by contacting us; we will explain the likely consequences, which may include our inability to provide certain services.

How we share your information

We do not sell personal information. We may share it, in accordance with applicable law, with:

Across Prima Living — our affiliates and related entities, for the purposes described in this Policy.

Service providers — third parties that perform functions on our behalf (for example, website hosting, analytics, customer-relationship management, payment processing, and email delivery), limited to what is necessary and subject to appropriate safeguards.

Care and health partners — health-care providers and authorities, where relevant to providing care.

Business transfers — in connection with a financing, sale, merger, or reorganization, subject to confidentiality protections.

Legal and regulatory — where required or permitted by law, such as in response to a court order, investigation, or regulatory request.

Cookies and analytics

Cookies are small text files stored on your device when you visit our Website. We use cookies and similar technologies to operate and secure the site, remember your preferences, understand how the Website is used, and — where applicable — support our advertising. The cookies we use generally fall into these categories:

Strictly necessary cookies — required for the Website to function and stay secure; these cannot be switched off.

Functionality cookies — remember your preferences, such as language.

Analytics / performance cookies — help us understand how visitors use the Website so we can improve it.

Advertising cookies — where used, help us and our partners show relevant ads and measure their effectiveness.

We use third-party analytics and advertising services (for example, website analytics and social-media advertising tools) for these purposes.

When you first visit the Website, our consent banner lets you accept or decline non-essential cookies, and you can change your choices at any time through the banner or your browser settings. If you disable some cookies, parts of the Website may not work properly.

Where your information is stored

Some of our service providers may store or process personal information outside British Columbia, Ontario, or Canada, including in the United States. Where this occurs, personal information may be subject to the laws of those jurisdictions, including lawful access by courts, law enforcement, and government authorities. We take reasonable steps to ensure comparable protection through contractual and other safeguards.

How we protect your information

We protect personal information using physical, organizational, and technological safeguards appropriate to its sensitivity, such as restricted access, secure storage, passwords, and firewalls. Employees with access to personal information are required to protect it. No method of transmission or storage is completely secure, but we take reasonable steps to protect your information, and we manage privacy incidents and breaches in accordance with applicable law, including required notifications.

How long we keep your information

We retain personal information only as long as necessary to fulfill the purposes for which it was collected or as required by law, after which we securely destroy, erase, or anonymize it.

Keeping your information accurate

We make reasonable efforts to keep personal information accurate and current. Please tell us about any changes so our records remain up to date.

Accessing and managing your information

Subject to applicable law and certain exceptions, you have the right to:

access the personal information we hold about you and information about how we use it;

request that it be corrected or updated;

withdraw your consent to our collection, use, or disclosure; and

request deletion of your personal information, subject to legal and contractual restrictions.

To make a request, contact us using the details in “Contacting us” below. We may ask you to verify your identity, and we will respond within the timeframes required by applicable law.

Contacting us

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

info@primaliving.ca

Prima Living Management Limited Partnership

Suite 300, 960 Quayside Drive, New Westminster, BC V3M 6G2

If you are not satisfied with our response, you may also contact the applicable privacy regulator — the Office of the Privacy Commissioner of Canada (priv.gc.ca) or the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).

Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices or the law. We will post any material changes on this page.

After submitting your application or inquiry, a consultant will:

• Answer your questions
• Discuss residence availability
• Help you explore living options
• Guide you through the next steps