At Family TLC the privacy of personal information is an important principle to us. Family TLC is committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the services we provide. Family TLC intend to be open and transparent as to how we handle personal information. This page describes our privacy policies.
Collecting and Protecting Your Personal Information
Family TLC collects personal health information about you and your child/youth in order to provide the most appropriate service to meet your needs. When we collect this information, we will explain how we intend to use it and we will limit it to what is needed for these purposes.
The personal health information we collect may include:
- Your own and/or your child/youth’s name, date of birth, address, school or place of employment
- Information about the reason for the referral
- Information about your personal and family history
- Information about your/your child/youth’s health history, records of your visits and phone calls to Family TLC and the services during these visits.
- Occasionally we may collect information about you and your child/youth from other sources if we have obtained your permission to do so.
- Your file may need to be reviewed within Family TLC for mentoring and supervision, for office administrative reasons such as follow up instructions or billing purposes
Family TLC understand the importance of protecting personal information, for that reason we have taken the following steps:
- Paper information is stored either under supervision or secured in a locked secured area.
- Electronic hardware is either under supervision or secured in a locked secured area at all times.
In addition, passwords are on computers and we carry a sonic wall license to ensure all information is protected by a firewall.
- Paper information is transmitted through sealed, addressed envelopes by reputable companies (e.g. Canada Post or Courier)
- Any files being transported are required to be stored in a locked area (e.g. car trunk, carrying
case with a locking mechanism).
- Family TLC will not confirm or deny who are clients are unless the external parties provide a voluntary, informed, and signed Consent to Release Information completed by the client.
- It is the policy of Family TLC to protect the privacy and confidentiality of children. Therefore, parents of children under the age of eighteen will not be granted access to their children’s file.
Use and Disclosure of Personal Information
You have the right to consent to how your personal information is collected, used and shared, except in specific circumstances where the law requires sharing of information without consent such as:
- Inform a potential victim of violence of a client’s intention to harm
- Inform an appropriate family member, health care professional or police if necessary of a client’s intent to end his/her life
- Release a client’s file if there is a court order to do so
- Inform Child and Family Services if there is suspicion of a child being at risk or in need of protection due to neglect, or physical, sexual or emotional abuse
- Report to a regulated health professional who has sexually abused a client to the professional’s regulatory body
Family TLC is regulated by the Ontario College of Social Workers and Social Service Workers who may inspect our records and interview our staff as part of their regulatory activities in the public’s interest.
The cost of some goods/services provided by Family TLC to clients is paid for by third parties (e.g. Private Insurance, EAP Companies, First Nations and Inuit Health). These third-party payers often have your consent or legislative authority to direct us to collect and disclose to them certain information in order to demonstrate client entitlement to this funding.
It is the policy of Family TLC that clients have a legal and moral right to know what information is contained about them in their file. Adult clients or their legal designates shall have access to all information which can be identified pertaining to them (and only them) and which is stored in the client file, with the exception of information that is believed to be harmful or that is confidential about or from third parties. If there is more than one person in attendance, then both people must grant written permission. We reserve the right to charge a nominal fee for such requests. We may ask that you put your request in writing. If we cannot give you access to your file, we will tell you within 30 days if at all possible and tell you the reason, as best we can, as to why we cannot give you access.
Family TLC is entitled to modify, improve or discontinue any of its services. If the change in service pertains to you, Family TLC will contact you about the change. After Family TLC performs any of its services, there is no refund available for the client.
- Face-to-face Counselling/Therapy
- Invoice Re-prints – cost $5.00 each
- Photocopies – cost $1.00 per page
- Year End Statements – cost $10.00 each
- Administration Letter ( does not require Therapist) – cost $20.00
(letter consists of confirmation of appointments and treatment plans. Payment must be received prior to preparation.)
- Letters or Reports by Therapist – same hourly rate as face to face session (estimates must be communicated to clients, pre- approved with payment received prior to preparation.)
- Letters – consist of any communication in writing to a client or third party are requested and includes an in-depth overview of case history; treatment goals and recommendations.
- Therapist is requested to attend court – same hourly rate as face to face session
- 15 Minute Telephone Consultations – Cost $32.50 each
- Travel Time – 50 cents +HST will be charged per kilometre for any home visits or any other purpose that Therapist needs to trave
At Family TLC we will send the invoice to the payor of services. If you require a different arrangement please let us know so we can ensure all invoices are received.
Retention and Destruction of Personal Information
Family TLC utilizes an electronic system for record keeping. Each Therapist has a private access password that provides reasonable protection against unauthorized access. The system maintains an audit trail that records the date and time of each entry of information for each client; indicates any changes in the recorded information; preserves the original content of the recorded information when changed or updated; and the system allows for the recovery of files, or otherwise provides reasonable protection against loss of, damage to, and inaccessibility of information; and the system provides for a paper printout of the record.
Your Client record is stored and preserved in a secure location for seven years from the date of the last entry or, if the Client was less than eighteen years of age at the date of the last entry, at least seven years from the day the Client became or would have become eighteen. Basic client information such as name, date of birth, reason for referral and dates and types of services are retained in the client information system.
If you believe there is a mistake in the way your information has been recorded or in the information you provided, you may request for a note to be recorded in your file that updates the previous information. These requests apply only to factual information, and not to any professional opinions Family TLC may have formed. There is no option to delete or destroy previously recorded information, and we may ask you to provide documentation for the change. An administration fee may apply.
Guidelines for Clients
The material presented on our website and social media is for informational purposes only. These materials are not intended to be professional, medical, or therapeutic. Family TLC is not responsible for any liabilities resulting from third parties that may be associated with our website or social media, including but not limited to: books, comments, links to other websites, and all information and interactions of the linked websites.
In order to respect the boundaries of professionalism and privacy that we share with our clients, Family TLC will not communicate with its clients through social media platforms or text messages. If you need to contact Family TLC regarding your appointment, please call our phone number or send us an email. If you have a crisis, need suicide prevention or deem yourself or others to be in danger of any kind, call 911.
At Family TLC, we believe in creating a safe and respectful environment for our clients. We ask clients to do the same for our therapists as well. Family TLC does not tolerate the following: verbal harassment, threats, destruction to property, violence, or any other behaviour that would cause harm to our therapists. If a client does cause harm to a therapist of Family TLC, then we will discontinue our service to the client and press any financial or legal charges when appropriate.
Family TLC does its best to serve its clients and is under the regulation of the professional colleges and regulatory bodies and their ethical policies and guidelines. We determine who are our clients and the purpose of counselling for each client. We collaborate with the client to establish counselling goals, and use our professional discretion to determine the appropriate counselling/therapy modalities. We do our best to provide you with the tools you need for your situation. The success of counselling is in your hands; it is the application of the therapist’s advice that will help you.
Some of our clients may be able to use their benefits to pay for the services of Family TLC. If you wish to do so, it is your responsibility to know what your benefits cover. For example, if your benefits cover therapy received from a psychologist, but you receive the service under a registered social worker, you may have to pay out of pocket. You will be able to switch to a psychologist afterwards, but the previous sessions will not be able to be converted and those costs will remain covered by you.
Family TLC is not responsible to interpret your benefits, and so we ask that our clients thoroughly understand their own benefit programs.
At Family TLC, we take the privacy of our clients very seriously. In addition to the security measures that we have in place, we ask our clients to take basic measures to ensure their modes of communication are secure:
- If you are sending information to Family TLC via email, please ensure the accuracy of our email address. If you are receiving information from Family TLC via email, please ensure the accuracy of your email address. The information that you use and provide is your responsibility.
- When conducting phone or online counselling, we treat our clients as if they are in the room. This means that your therapist is in a private room with no unauthorized person present with them. In order to reasonably protect your privacy, we ask you to do the same.
Additionally, we ask all of our clients to understand the risks involved in using internet-based and telephone-based services for communication or therapy/counselling. In the event that your account is compromised and/or unauthorized persons gain access to your confidential information, you acknowledge your responsibility for your own account’s security. Family TLC is not liable for any damages or consequences that result from such a breach to your account.