Prothèse Odra
Where to find Odra

Privacy policy


Faced with the development of new communication tools, it is necessary to pay particular attention to the protection of privacy. This is why we are committed to respecting the confidentiality of the personal information we collect.


We collect the following information:

  • Full name
  • Postal code
  • Email
  • Phone number
  • Birth date

The personal information we collect is collected through forms and through the interactivity established between you and our website. We also use, as indicated in the next section, cookies and/or log files to gather information about you.

The person responsible for the protection of personal information is Benoît de Villiers, president of Équilibre. He can be reached at


Your personal information is collected through a form, namely:

  • Making appointments
  • Contact

We use the information thus collected for the following purposes:

  • Making appointments
  • Contact


We are committed to offering you the right to oppose and withdraw your personal information. The right of opposition is understood as being the possibility offered to Internet users to refuse that their personal information be used for certain purposes mentioned during the collection.

The right of withdrawal is understood as being the possibility offered to Internet users to request that their personal information no longer appear, for example, in a mailing list.

To be able to exercise these rights, you can:
Postal code: 2101, boul. le Carrefour suite 200, Laval H7S 2J7
Telephone: 450 973-6700
Website section:


We are committed to recognizing a right of access and rectification to the persons concerned wishing to consult, modify, or even delete the information concerning them.
The exercise of this right will be done:
Postal code: 2101, boul. le Carrefour suite 200, Laval H7S 2J7
Telephone: 450 973-6700
Website section:


To consult our policies concerning the following products and services: plantar orthoses, shoes, knee orthoses, walkers and crutches, sleep apnea or to obtain information on our policies for telephone purchases, quotations or cancellation of appointment and delay, please see this document.


All Équilibre patients who believe that their rights have not been respected or who are dissatisfied with the services received can express their dissatisfaction and file a complaint to this effect.

To do this, various steps must be followed in order to report the situation.

  1. Discuss with the professional in charge of your file

Take the time to explain the problem to the person in charge of your file, if you remain dissatisfied with the answers provided, be informed of your rights before continuing the procedure.

2. Be informed about your rights as a patient

  • Right to information on your state of health, on the care provided, on the services offered, on the method of obtaining these services
  • Right to be informed in the event of a professional error that may have consequences for your state of health
  • Right to choose the professional or establishment that will provide you with the care and services you need
  • Right to free and informed consent to make decisions about the care to be provided to you
  • Right to consult your user file with your confidential information
  • Right to be treated in a courteous, fair and safe manner, with respect for your dignity, your autonomy and your needs

If you believe that certain rights have not been respected, you can file a complaint in complete confidentiality and receive assistance in your steps.

3. Formulation of a verbal or written complaint by telephone or website

It is possible for you to file a complaint by speaking with a customer experience center agent or via our website. This step allows you to fully understand the nature of the complaint and collect all the information relevant to your file. Rest assured that all information obtained during this discussion remains confidential.

4. Discussion with the immediate superior

If, following the previous steps, a situation continues to concern you, the immediate superior of the professional in charge of your file will contact you to discuss your situation.

The complaint is a confidential process and ensures respect for the rights of our patients. It contributes to improving the quality of the services offered by our establishment. At any time, a complaint can be interrupted.

During this interview, a written complaint will be made so that the patient can share the services he received, that he should have received, that he receives, or that he should receive. The complaint will then be handled by the immediate superior and measures will be put in place depending on the seriousness of the situation.

Knee osteoarthritis