Counselling and Family Service Ottawa believes that equitable participation by all creates strong, healthy, and vibrant work environments and communities.
We acknowledge that discrimination and oppression exist in our society and are violations of human rights and an abuse of power.
Acts of discrimination and oppression are not tolerated by this agency and immediate steps will be taken to address any and all allegations of discrimination and oppression.
All Counselling and Family Service clients have the following rights:
- To be treated honestly, with respect and dignity, and without discrimination, at all times;
- To receive services in a professional manner;
- To receive information about the Agency’s fee schedule at the start of service;
- To have their personal information kept private (except in cases where the law requires its release);
- To a safe and secure service environment;
- To raise issues of concern about the agency, services rendered, or experience;
- To be made aware of all significant policies and procedures related to the service they receive;
- To give informed consent for all services they receive;
- To know the contents of their case file(s) and to add to the record to correct inaccuracies;
- To have access to services regardless of their ability.
All Counselling and Family Service clients have the following responsibilities:
- To participate to their fullest potential in the services provided;
- To treat all staff, volunteers, other clients and property with respect and free of discrimination, harassment and/or violence;
- To pay any fees for service as due;
- To attend as scheduled and to provide sufficient notice should they be unable to attend an appointment;
- To hold in confidence any information they learn regarding other individuals while receiving services with Counselling and Family Service Ottawa.
Complaints may be made by clients, participants or the general public. The Agency treats such communication seriously at all times and will respond as necessary and with respect for the Agency’s confidentiality policies.
Clients have the right to raise issues of concern about their counselling experience, services received, or any decisions made, by contacting their worker to address the situation. If the problem isn’t resolved or the client is not satisfied, the client is referred to the worker’s supervisor.
The complaints that couldn’t be settled at the first or second level are sent to the Executive Director
If the Executive Director cannot resolve the complaint, it will be escalated to the Chair of the Board.
If the complaint is about the Executive Director, the complaint will go directly to the Chair of the Board and bi-pass the usual process.
This is the last step of complaint resolution. The client will be kept informed about the evolution of their complaint at every level.