Safety
What we check, and what it tells you
What is checked before someone can work here
Everyone
- Government photo ID, reviewed by a person
- Email address confirmed
- A clear profile photo that matches the ID
Nurses, doctors and physiotherapists
- Professional licence number and issuing province
- Licence status and expiry, recorded and monitored
- Scope of practice recorded, and shown on their profile
What “verified” does not mean
- It is not a criminal-record check. We do not currently run one, and we will say so here when we do.
- It is not a reference check. We do not contact previous employers or families.
- It does not assess how good someone is at their job. Ratings and reviews come from families, not from us.
- It is a check of who someone is and what they are licensed to do — nothing more.
- It was true on the day it was done. A licence can lapse, which is why we monitor expiry and remove people whose credentials are no longer current.
Meeting someone before you book
You can message a professional and hold a video interview before booking anything. We do not record interviews. Meeting first is the single most useful thing you can do, and it tells you things no check can.
During a visit
Every visit has a booking record, and the professional files a report afterwards. You can message from the booking at any time. If something is wrong during a visit and anyone is in danger, call 911 first — we are not an emergency service.
Raising a concern
There is a report link on every profile, message thread and booking. You choose how urgent it is; if you say someone is in immediate danger, you get emergency guidance straight away rather than a form. Everything else reaches our safety team, and we tell you what happens next.
We do not tell the person you reported who raised it, and we do not share their details with you.
When we restrict an account
We can suspend an account while something is looked at. Suspension is not a finding — it holds things where they are while a person reviews them. Anyone suspended is told what has happened and can respond.
If you think we got it wrong
Verification decisions and account restrictions can be appealed. Reply to the message explaining the decision, or contact support. A different person reviews an appeal from the one who made the original decision.
You can also ask us to correct anything we hold about you that is wrong — see the privacy notice for how, and for how long we keep things.
How your information is held
Identity documents, care notes and message bodies are encrypted, and access to them is logged. Your data is stored in Canada. A caregiver sees the care needs relevant to their visit — not your whole record.