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Our privacy policy

We are dedicated to protecting your information and privacy. To provide services to your child, we need to know about their physical and/or mental health and, in some cases, the health history of your family. We make efforts to ensure that the information we have is as accurate, complete and up to date. If your personal information changes, please inform our Intake Team team who can update your file. This personal health information is securely stored electronically by Morneau Shepell. This lets us collect, use, modify, disclose, retain, or dispose of personal health information with the upmost attention to your privacy.

Our electronic records are protected against theft, loss, unauthorized use or disclosure and against unauthorized copying, modification or disposal. If for any reason, our information is tampered with, lost or accessed by an unauthorized person, we will tell you immediately.

If you would like a copy of your child’s health record, we can provide it to you. Simply send our operations team a message, in writing, requesting your child’s records. When we get your request, we will make the record available to you. If you need clarification on a term, code or abbreviation just ask – we’re happy to help. You may request that we make corrections to the record. Please request this in writing, and we will make the corrections and keep a note of your request. A nominal fee may apply.

We are required by law to have your consent before we can collect, use or disclose personal health information relating to your child. You may withhold your consent now, or at any time you may withdraw your consent. Please be aware that missing information, background or context, or limitations on our ability to use information may limit the services we can provide your child.

To provide the best possible service to our clients we review client cases internally to determine the needs of our clients and then tailor our program offerings to reflect those needs. Therefore, we may use personal health information that may relate to your child. However we only use the aggregate, which means specific identifiers will not be included so that the identity of your child will still remain confidential. You are not required to consent to the use of information for this internal purpose, and if you do give consent you can withdraw your consent at any time.

If you do decide not to consent to the collection, use or disclosure of information in the aggregate for this purpose, this will have no effect on the quality of care we provide to your child.


Exceptions to the Privacy Policy

We will ensure that information you share with us will be kept confidential except in two situations where we are obliged by law to disclose information:

  1. When there is concern by our staff that a child is being or is at risk of being harmed;
  2. When Morneau Shepell staff and/or documentation are “subject to subpoena” by a court. That is, when information either in the form of testimony or submission of reports is requested for a legal proceeding in a court or other tribunal.


Complaints about Privacy

If you have a complaint about our privacy practices, please feel free to discuss your concerns with an operations leader at your location. We will respond to your complaint promptly. If your complaint is not resolved to your satisfaction, you can send your concerns to the Information and Privacy Commissioner of Ontario for resolution. You can reach the Commissioner at:


Information and Privacy Commissioner/Ontario

2 Bloor Street East, Suite 1400
Toronto, ON M4W 1A8
Phone: 416-326-3333


Complaints about Professionalism or Competence

If you have a complaint about the professionalism or competence of a Morneau Shepell team member, please feel free to discuss your concerns with the operations leader at your location. We will respond to your complaint promptly. If your complaint is not resolved to your satisfaction, you may contact the regulatory college to which your health care professional belongs.

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