Result Access Policy#
TeleTest's policy on access to your lab results in the patient portal: how long results stay in the portal, how to restore access at no charge, and the $20 fee when our staff must get an older result for you.
This page is TeleTest's policy for access to your lab results in the patient portal. It applies to every TeleTest order that has lab results.
Jump to what you need
The policy in brief#
- Each result stays in your portal for 60 days. The 60 days start when all the tests for that result are back. The portal shows the last day ("available until").
- After the 60 days, we archive the result. The portal marks it expired. 60 days after your whole order is complete, the order moves to Past orders in your portal. We do not delete your record.
- Certain results may be restored from digital backups. Click Restore access next to the result, or in Past orders.
- Some older results are no longer kept digitally. For these, our staff must scan in the paper copies, or retrieve them from the lab's paper copies. This request has a $20 fee for each order.
Why we archive results#
We archive results to protect your privacy. An archived result is not shown in the portal, but it stays in your health record. We keep health records for the time that the law requires (see our Privacy Policy).
Restore access at no charge#
Certain results may be restored from digital backups.
- Log in and open your patient portal.
- Find the order. If it is not in your list of orders, open Past orders.
- Click Restore access.
The results open at once, for 60 days. There is no fee. You can restore up to 5 orders in 24 hours.
Past orders shows your 12 most recent archived orders. For an older order, contact us.
Results that are no longer kept digitally#
Some older results are no longer kept digitally. For these orders, Past orders shows Request access ($20).
When you send the request, our staff scan in the paper copies, or retrieve them from the lab's paper copies, and send your results to you. Some requests need a call to the lab.
The fee. The fee is $20 for each order. It pays for the staff time to find your result and send it to you.
How to pay. You need a card on file. If you do not have one, add a card on the Billing page first, then go back to Past orders. We charge the card when you send the request. If your card is declined, we do not send the request. Add or update your card on the Billing page, then send the request again.
When you get your results. We email you when your results are ready. We answer most requests within 2 days. A request that needs the lab can take longer.
One fee for each request. After you send a request, the order shows Requested for 14 days. If you do not get your results in 14 days, contact us. Do not send the request again. A new request has a new fee.
Refunds#
If we charge you twice for the same request, contact us and we refund the second charge. Our Refund Policy also covers this fee.
The law we follow#
You have the right to see your health records and to get a copy. In Ontario, the Personal Health Information Protection Act, 2004 (PHIPA) lets a health care provider charge a fee for access. The provider must give you the fee first. The fee must not be more than reasonable cost recovery. The other provinces where TeleTest works have similar laws.
TeleTest shows the $20 fee before you send a request. Restore access has no fee.
Common questions#
Do I pay to restore results?#
No. Restore access is free and instant. The fee applies only to Request access ($20), for results that are no longer kept digitally.
Why are some results no longer kept digitally?#
For some older orders, the digital result file was removed. Our staff can scan in the paper copies, or retrieve them from the lab's paper copies.
Can I get my results from the lab?#
Your lab may let you see your results in its own app or website. Ask your lab.
I do not have a card on file. What do I do?#
Add a card on the Billing page. Then go back to Past orders and send the request.
How do I keep my results so I do not need to restore them?#
Download a PDF copy of each result when it arrives. The PDF is yours to keep. See Results.
Related pages#
Sources#
- Ontario, Personal Health Information Protection Act, 2004, section 54 (access to records and fees): ontario.ca/laws/statute/04p03
- Information and Privacy Commissioner of Ontario, PHIPA Decision 111 (reasonable cost recovery): decisions.ipc.on.ca
Go to your patient portal#
Last reviewed: October 2026. We review this policy when the law, our fees or the portal change. This page is for general information, not personal medical advice. If you've noticed information that may be out of date or have suggestions, please contact us - we appreciate the help keeping these resources accurate.