Babylon Health app. (Lethbridge News Now)

By David Opinko/LethbridgeNewsNOW

Numerous privacy issues found with ‘Babylon’ app, Telus Health commits to improvements

Aug 9, 2021 | 11:59 AM

LETHBRIDGE, AB – Alberta’s Privacy Commissioner has issued a series of recommendations after looking into concerns about a popular virtual health app.

Telus Health launched Babylon in Alberta in March 2020, with Premier Jason Kenney touting it as a “new innovative way to connect more Albertans with healthcare.”

Shortly afterward, the Office of the Information and Privacy Commissioner (OIPC) received numerous questions and inquiries from the public, requesting an “urgent and immediate investigation.”

The NDP’s Health Critic David Shepherd added, “Babylon’s terms and conditions and privacy policy are cause for concern. Our caucus has heard from Albertans and we are seeking a formal evaluation from your Office regarding whether or not the Terms and Conditions, and the Privacy Policy, are compliant with legislation in Alberta.”

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Privacy Commissioner Jill Clayton has completed her report, making 31 findings and 20 recommendations.

“Of particular concern, the investigations found that the collection and use of individuals’ government-issued ID and selfie photos through the app for identity verification and fraud prevention by using facial recognition technology was not compliant with PIPA and HIA,” reads a press release from OIPC.

“With respect to PIPA (the Personal Information Protection Act), Babylon did not establish that it is reasonable to collect this extent of personal information in order to verify identity, and detect and prevent fraud. With respect to HIA (the Health Information Act), collecting and using copies of government-issued ID and selfie photos from patients through the Babylon app goes beyond what is essential to verify identity and provide health services. Other simpler, effective methods exist for this purpose, and are consistent with provincial and national guidelines for verifying identity for virtual health care purposes.”

Clayton also found that Babylon’s collection and use of audio and video consultations go beyond what is essential to provide a health service.

The report states that many of the findings relate to the app’s privacy policy, “which has been found to be unclear, lengthy, and contained inaccuracies.

“For example, the privacy policy did not clearly identify the purposes for which personal information is collected, and it was not clear what information was associated with each purpose. The privacy policy also referred to functionality that was not enabled or available to individuals.”

While the investigation was ongoing, physicians employed by Babylon has implemented or started to introduce some of the recommendations, including ending the practice of recording video consultations. However, they told OIPC that “it cannot discontinue” its collection and use of government-issued ID and a selfie photo, and it continues to offer audio recordings of consultations with physicians.”

In January 2021, Telus acquired all Canadian operations of Babylon Health and has committed to utilizing better privacy policies under Telus’ own program.

Full details can be found in the two OIPC reports below:

Investigation into the use of Babylon by TELUS Health by Alberta physicians

Investigation into Babylon by TELUS Health’s compliance with Alberta’s Personal Information Protection Act