Privacy Policy
Frontenac Youth Services (the “Agency”) is committed to protecting the privacy, confidentiality, and security of personal information collected through its programs, services, and website. This policy outlines how personal information is collected, used, disclosed, stored, and protected across all Agency operations.
Policy
Frontenac Youth Services is committed to safeguarding the privacy of individuals who interact with the Agency. This Privacy Policy explains what information we collect, how it is used, how it is protected, and the choices available to individuals.
This Privacy Policy applies to:
- The website located at Frontenacyouthservices.org
- All Agency programs and services, including in-person, virtual, and electronic interactions.
- All systems used to collect, store, and manage personal information
For the purposes of this policy:
- “Service” refers to the Agency’s website, programs, and related services.
- “We”, “us”, “our” refer to Frontenac Youth Services.
- “You” refers to any individual receiving services or interacting with the Agency.
Consent
By accessing or using our services, you:
- Acknowledge that you have read and understand this Privacy Policy.
- Consent to the collection, use, storage, and disclosure of your information as outlined.
Your continued use of our services signifies ongoing consent. You may withdraw your consent at any time (see the Contacting Us and Withdrawing Consent section).
Information We Collect
We may collect the following types of information:
1. Personal Information
Information that can identify you directly, such as:
- Name
- Email address
- Contact information
- Health or service-related information collected as part of care
- Any information voluntarily submitted through forms, communication, or service delivery
2. Non-Personal Information
Information that does not identify you directly, such as:
- Browser type and version
- Device information
- Referring and exit pages
- Date and time of access
- General usage data and analytics
- Preferences and interactions with our website or services
Electronic Health Record System
Frontenac Youth Services uses a secure electronic health record system to document and share client information to provide coordinated and timely care.
Access to this system is restricted to authorized individuals who are bound by confidentiality agreements and user access controls. Multi‑factor authentication (MFA) is implemented to provide an additional layer of security, ensuring that users must verify their identity through multiple methods before gaining access.
Information is accessed only for approved purposes related to care and service delivery.
Virtual Services (Microsoft Teams)
Frontenac Youth Services uses Microsoft Teams to conduct virtual counselling sessions.
- The platform includes security features such as encryption to protect your information during transmission.
- Information discussed during sessions is documented in the client record in accordance with standard practices.
- Virtual counselling sessions are not routinely recorded. Sessions may only be recorded with the client’s informed consent for specific purposes, such as monitoring progress, supporting treatment, or staff training. Consent must be obtained before any recording takes place, and clients will be informed of the purpose of the recording and how it will be used. No session will be recorded without prior consent.
- Clients are expected to respect the privacy and confidentiality of all sessions and are not permitted to record, photograph, or take screenshots of virtual sessions without prior written consent.
Email Communication
With your consent, staff may communicate with you via email regarding your care, including:
- Appointment confirmations and reminders
- Treatment-related information
- Assessment results
- Requests for feedback
Your consent may be obtained verbally or in writing and will be documented in your record. You may withdraw this consent at any time without impacting your care.
Risk of Email Communication
While we take reasonable steps to protect your information, email carries risks, including:
- Messages sent to unintended recipients
- Interception or unauthorized access
- Difficulty deleting messages once sent
- Potential exposure to malware or phishing
By agreeing to email communication, you acknowledge and accept these risks.
Information Technology Services
Authorized Information Technology (IT)staff and approved third-party service providers may access personal information for maintenance, troubleshooting, and system support.
- Access is limited to what is necessary to perform duties
- All individuals are bound by confidentiality obligations
- Remote access may be used securely when required
- Access is monitored and complies with applicable privacy and security standards
Use of De-Identified and Anonymized Information
Frontenac Youth Services may de-identify or anonymize personal information by removing identifying details.
This information may be used for:
- Quality improvement
- Program evaluation
- Internal reporting
- Research purposes (where permitted by law)
All such uses comply with applicable privacy legislation and limit the use of identifiable information wherever possible.
Artificial Intelligence
Staff to ensure they comply with internal policies, privacy laws, and best practices.
How We Protect Your Information
We implement reasonable safeguards and follow industry best practices to protect personal information from unauthorized access, disclosure, alteration, or destruction.
However, no system is completely secure. By using our services, you acknowledge and accept these inherent risks.
Links to Other Websites
Our website may contain links to third-party websites. We are not responsible for their privacy practices or content.
This Privacy Policy applies only to Frontenac Youth Services. We encourage you to review the privacy policies of external websites before using them.
Changes to our Privacy Policy
We may update this Privacy Policy from time to time.
Changes will be posted on our website and become effective five (5) days after posting. Continued use of our services indicates acceptance of the updated policy.
Contacting Us and Withdrawing Consent
If you have any questions, concerns, or wish to withdraw your consent, please contact us through our website, the case manager or a member of the treatment team.
You may request to:
- Withdraw your consent for the collection, use, or disclosure of your personal information, subject to applicable legal, clinical, or contractual requirements.
- Update your communication preferences.
- Ask questions about how your personal information is collected, used, stored, and disclosed.
Access to Your Information
Active clients may request access or corrections to their records by contacting their case manager or a member of their treatment team, barring rare exceptions. Former clients may request access to or corrections to their records by contacting the Reception at reception@frontenacyouthservices.org.
Retention of Client Records
Client files are retained for 25 years following the date of their final discharge from all services at the agency.
For questions or complaints relating to privacy and personal information, please contact:
Dharshi Polio
Human Resources Manager
Frontenac Youth Services
dharship@frontenacyouthservices.org
905-579-1551 Ext.230
1-888-579-5914
You may also contact the Information and Privacy Commissioner of Ontario (IPC) if you
have a complaint about the way your information has been collected, used, or
disclosed.
2 Bloor Street East
Suite 1400
Toronto, ON M4W 1A8
Email: info@ipc.on.ca
Toronto Area: 416-326-3333
Toll Free: 1-800-387-0073