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Important Information for Clients

Your Rights, Privacy, Confidentiality and Accessibility as an Oolagen Client

Oolagen Youth Mental Health complies with the Accessibility for Ontarians with Disabilities Act, 2005 Government of Ontario Regulation 429/07 (Accessibility Standards for Customer Service). For more information, visit:

http://www.e-laws.gov.on.ca/html/statutes/english/e-laws_statutes_05@11_e.htm

Oolagen’s policies related to AODA are available upon request at contact@oolagen.org. Oolagen will provide upon request, and if available, accessible formats and communication supports for receiving feedback from persons with disabilities.

In all of your interactions with Oolagen Youth Mental Health, it is your right to expect and receive:

Privacy

When we must gather personal information from our clients, we fully explain why we need it and how we will use it. Unless required by law, we do not disclose personal information without your permission or consent.

Accuracy

Oolagen strives to keep accurate, complete and current records of personal information.

Protection

We make every effort to protect personal information from being lost, stolen or inappropriately adjusted, accessed, shared or copied.

Confidentiality

All Oolagen Youth Mental Health employees, placement students and volunteers must sign a Confidentiality Agreement prior to commencing work. However, in cases where our clients are at risk of being physically, sexually and/or emotionally harmed, or there is an imminent danger to individuals or property, Oolagen Youth Mental Health is obligated by law to break confidentiality.

The Child and Family Services Act requires Oolagen employees, placement students and volunteers to report any instance of a youth in need of protection to the appropriate authorities. The Ministry of Children and Youth Services guidelines state those clients who wish their files to be destroyed must wait until their 28th birthday and make their request in writing.

Electronic communication includes use of cellular phones, email, voicemail, video calling, social media outlets, etc. Electronic communication may be used for the purposes of programming and communication with Oolagen Youth Mental Health staff. Oolagen clients understand that if they choose to communicate by email/text/video, complete confidentiality is out of our scope and cannot be guaranteed.

For example:

  • Using a public computer, sharing a personal computer or cell phone
  • Leaving or storing confidential information on any computer screen or cell phone
  • Loss of computer and/or other electronic devices (cell phone, smart phone)
  • Computer being hacked or using monitoring software
  • Dignity, respect and equality in all your interactions
  • A safe, secure service environment

If you want to register a complaint

Oolagen Youth Mental Health is committed to offering the best service possible. Your insights, opinions, thoughts and suggestions are important to us. We encourage you to comment on our performance, even if it is to register a complaint. You can register a complaint in writing or by speaking with your worker. If you want to submit your complaint in writing, please place your comments in an envelope, seal it and address it to Oolagen Feedback. Leave the envelope with our Front Desk attendant at 65 Wellesley Street East, Toronto, Ontario M4Y 1G7. The envelope will be given to one of our senior management team.

Ask anyone at Oolagen for a copy of our complete Complaint Procedure.

Les services en français

Les services en français sont maintenant disponible à Espace Jeunesse, une collaboration du Centre Francophone de Toronto et le Centre Hincks-Dellcrest.

Espace Jeunesse est situé au 22 College Street à Toronto, ON M5G 1K2. 
416 922 2672 ext 290