Client Bill of Rights

Right #1: Right to be treated with Dignity and Respect

All clients are treated with dignity, respect, and cultural sensitivity, honoring their beliefs, identities, and needs across all services.

Right #2: Right to Freedom from Harm

Clients are provided a safe, supportive environment for mental health services, free from harm, discrimination, harassment, or exploitation.

Right #3: Right to Privacy and Confidentiality

Clients have the right to confidential, private services with Managed Care, including secure communication and storage of personal health information. Informed consent is required before sharing information with third parties, and clients are informed of legal limits to confidentiality.

Right #4: Right to Accessible Services

Clients have the right to receive psychological and non-psychological mental health services, regardless of location or physical limitations. Services can be provided in person, via secure videoconferencing, or by telephone.

Right #5: Right to Safe Services that Comply with Standards and Legislation

Clients have the right to receive mental health services from qualified professionals with the competence and experience to address their unique needs. Services will comply with all relevant regulations and legislation governing psychological and non-psychological care in Ontario.

Right #6: Right to Independent, Informed Decision-Making and Consent

Clients have the right to be fully informed about all service options, including fees, and the details of psychological or non-psychological care, such as risks, benefits, goals, and diagnoses. They must also be informed about third-party information requests and can review details before disclosure. Clients can make independent, informed decisions regarding their care, and if unable to understand, a parent or guardian will receive the information.

Right #7: Right to Complain

Clients have the right to file complaints about any aspect of their interaction or services with Managed Care, without fear of retribution. They can also file complaints with the relevant regulatory college. Clients will be informed of both internal and external complaint procedures upon consenting to services.