Client Rights
FSYR is committed to excellence in counselling services.
Client Rights
FSYR is committed to excellence in counselling services, and as such, we uphold the rights of clients as an integral part of the counselling process. As a client of FSYR, you have the right to:
- Be treated with dignity and respect and without discrimination.
- A safe and secure environment.
- Make decisions about your service and participation. At all times, clients have the right to not discuss a topic, terminate the session and/or counselling.
- Privacy and confidentiality. Your information is kept confidential within the agency. At times, information is shared among agency staff, students and external consultants in order to provide the most effective service. Records may be viewed by non-agency staff for audit and research purposes.
- There are some legal exceptions to confidentiality, such as when we are concerned for your safety or the safety of others or when directed by the court.
Complaints and Feedback
At FSYR, we are committed to providing the best possible service to our community. Your feedback helps us improve. If you have a concern or complaint, we encourage you to share it with us so we can work together toward a resolution.
How to Provide Feedback
We welcome feedback about our services, accessibility, or any other aspect of your experience. You can provide feedback by contacting our Director of Operations:
- Phone: 905-895-2371 ex. 107
- Email: mprencipe@fsyr.ca
- Mail: 1091 Gorham Street, Suite 300, Newmarket, Ontario, L3Y 8X7
We will respond within 60 days of receiving your feedback. Responses will be provided in a way that considers how you submitted your feedback and any accessibility needs.
How to Make a Complaint
If you have a complaint, you can bring it forward in one of two ways:
- Directly to the staff member, volunteer, or student involved (such as your counsellor)
- To their supervisor
If the complaint involves harassment, violence, discrimination, or misconduct, we will follow our formal investigation protocols.
Steps in the Complaint Process:
- Speak with the Staff Member
If you feel comfortable, start by discussing your concern with the staff member involved. They will document the complaint and any resolution in your file. - Speak with the Supervisor
If the issue is not resolved or you prefer not to speak with the staff member, contact their supervisor. The supervisor will follow up and aim to resolve the concern within 10 business days. - Escalate to a Manager
If the concern remains unresolved, it will be forwarded to a Manager, who will review and respond within 10 business days. - Escalate to a Director
If needed, the Director will arrange a meeting or call to seek resolution and respond within 10 business days. - Chief Executive Officer (CEO)
If the issue is still unresolved, the CEO will meet with you. The CEO’s decision is final and will be communicated within 10 business days.
Privacy Complaints
If your complaint involves a breach of privacy, the above process will be followed and the complaint will be internally directed to our Privacy Officer for investigation. We may involve external resources to ensure neutrality and due process.
What Happens Next
All complaints are documented and reviewed by senior management. Serious complaints or those that pose risk to the organization are reported to the Board of Directors. We take every reasonable measure to address concerns and prevent future issues.