Rights of the Person Served

Direct IME attempts to deliver services within the framework of our Values and with policies and procedures that support and respect the Rights of the Person Served and our employees.  As Direct IME facilitates the delivery of your Independent Evaluation Service (IES); the person served can expect that you have the right to:

  1. Be treated with respect;
  2. Confidentiality of your information;
  3. Privacy;
  4. Be free from abuse (physical or emotional) or exploitation (financial or otherwise);
  5. Be free from the fear of retaliation, humiliation or neglect;
  6. Inquire as to how your service will be delivered and by whom;
  7. Know how your information will be used;
  8. Terminate your service;
  9. File a complaint: and
  10. Inquire on support services that are within our scope of knowledge.

Should the person served or your support system feel that your rights where not respected, please contact us.

Confidentiality of Information

Regulatory compliance and oversight authenticated by independent third-party auditors; assures clients of the integrity of our process controls.  Direct IME adheres to:

  • The Personal Information Protection and Electronic Documents Act (PIPEDA)
  • The Financial Services Commission of Ontario
  • The Financial Services Regulatory Authority
  • The Statutory Accident Benefits Schedule
  • The Personal Health Information and Protection Act

Formal Complaints Procedure

Should you feel that your assessment was not executed in a professional manner or our staff did not treat you respectfully, you have the right to file a complaint without fear of reprisal or bias. Formal complaints can be submitted by emailing service@directime.ca or by calling toll free at 1-888-253-4470.

Direct IME will investigate and respond to your submission within two business days.  In the event that your complaint could not be rectified, the matter will be escalated to Direct IME’s President for review and resolution.

Direct IME reviews historical complaints and incidents on an annual basis to measure our performance and determine where we can benefit from the lessons learned.


Access to and delivery of information regarding your case is governed by Direct IME policies and its’ adherence to PIPEDA and statutory acts.  Information is collected and used only for the purpose intended and is not sold to any other parties.

Timely delivery of your information is paramount and dependant on contractual obligations.  Direct IME will:

  • Send assessment confirmation letters to the assessor;
  • Send confirmation letter details to the referral source (e.g., adjuster);
  • Send confirmation letters to you or your support system;
  • Complete a confirmation call to you or support system;
  • Forward a copy of the assessment (evaluation) report to your referral source (e.g., adjuster, lawyer); and/or
  • Provide a copy of the assessment (evaluation) report to the referral source (e.g., adjuster), who will in turn provide it to you.


Ensuring the integrity of all personal information we collect, use and disclose is an integral part of our service offering.  Direct IME supports the industry-wide PIPEDA rules for the Protection of Privacy and the rules set out in Personal Health Information Protection Act.  We undertake to collect, use and disclose only that information required to meet our needs and to perform our services. 

Direct IME Employees are trained to utilize a secure system which houses our customer information within a private network.  This includes use of SecureDocs for transmission of information and system access with restricted user role definitions. Employees must adhere to our Code of Conduct and Business Ethics, in addition to numerous policies to inform and protect the information with which we are entrusted. 

Direct IME has received the SOC 2® Type 2 report.   Direct IME obtained a three year CARF Accreditation in Independent Evaluation Services in 2018.