About Us

When you receive services from CFS, we will:

• Give you high-quality service
• Serve you without discrimination
• Treat you fairly, honestly and respectfully
• Listen to you
• Give you information and support to help you make decisions
• Keep your information private and confidential, except in specific circumstances as described in CFSSC’s Privacy Statement
• Apply program rules and expectations consistently
• Provide service in offices that are safe clean and accessible
• Discuss the progress of your service with you
• Respond to concerns or complaints you make

As a service provider we ask that you:

• Treat the staff and others at CFS with courtesy and respect, including maintaining the privacy of other clients
• Activity participate in all aspects of your service
• Inform staff of any need that requires our awareness or accommodation when providing service
• Let CFS know 24 hours before if you can’t keep an appointment
• Pay the agreed upon fee for programs that charge for service

You should know that CFS does not tolerate discriminatory, threatening, harassing, or aggressive behaviours or actions. If these occur, they may be grounds for CFS to terminate our relationship with you.

How to provide compliments or make a complaint:

If you would like to provide us with a compliment or want to make a complaint about your service, please speak with the staff person with whom you are working. If this is uncomfortable for you, you can speak to the staff person’s supervisor. Please call our Barrie office at 705-726-2503 and speak with reception to be directed to the supervisor.

DOWNLOAD POLICY HERE (PDF Version)

CFS is committed to ensuring that clients receive quality services at the Agency. Therefore if a client is dissatisfied with the service sought or received we would like to know about it. The Agency will respond to client concerns and complaints and help to resolve them.

The following procedure is available to a client who has a concern or complaint about the service that he or she has received at the Agency.

Every reasonable effort will be made to find a mutually agreeable solution to your concern or complaint.

Please be aware that you may have a support person accompany you at any time when meeting with Agency personnel.

HOW TO MAKE A COMPLAINT

Step 1: Informal Resolution Process

First, discuss your concern/complaint with your clinician. This will give you and your clinician an opportunity to see if together you can find a solution to the problem.

If you feel uncomfortable discussing your concern/complaint with your counsellor or if you are not satisfied with the outcome of that discussion, you may ask to speak with the clinician’s Supervisor. You can expect to speak with the Supervisor within 5 working days after your request has been made.

Most issues can be resolved at this level.

Step 2: Formal Resolution Process

First Stage: The Client Meets with the Clinical Manager

If the informal resolution process has not resolved your concern/complaint, you will be asked to submit your concern/complaint to the Clinical Manager in writing.

When your written concern/complaint has been received, the Clinical Manager will call you within 5 working days to schedule a meeting and answer any questions that you may have. A meeting will be arranged within 10 working days and the Clinical Manager will carefully review and explore your concern/complaint with you.

Within 5 days after your meeting with the Clinical Manager, the staff person will be informed about the nature of your concern/complaint and will be asked to respond.

The Clinical Manager will review your concern/complaint and the staff’s response. Within 10 working days of your meeting, the Clinical Manager will prepare a written response. You will be invited to come in for a meeting to hear the Agency’s response and you will receive a written copy of the response.

Second Stage: The Client Meet with the Executive Director

If you feel that the matter still has not been resolved, you may request a meeting with the Executive Director. The Executive Director will meet with you within 15 working days from receiving your request.

Within 10 working days after this meeting, with your permission, a letter will be mailed to you from the Executive Director that summarizes the results of the meeting and the Executive Director’s decision regarding your concern/complaint. Where necessary this information will be provided verbally.

PREAMBLE: Importance of Privacy

At CFS our relationship with our clients is based upon trust. We are committed to confidentiality that protects the privacy of PHI and PI. This Privacy Policy outlines how we manage personal health information (“PHI”) and personal information (“PI”) and how we safeguard the privacy of our clients.

The CFS Privacy Policy is a formal statement of principles and guidelines that we have adopted for the protection of PHI and PI that we may collect for or on behalf of our clients. Our goal in developing this Privacy Policy is to promote responsible practices in the management of both PHI and PI according to the provisions of the Personal Health Information and Protection Act 2004 (PHIPA) and the Personal Information Protection and Electronic Documents Act, (“PIPEDA or the Act”) which came into effect on January 1, 2004.

Why Does CFS Need PHI and PI?

CFS provides counselling services, family life education programs and participates in community development activities with a wide range of clients. We require PI to create and maintain client lists; and collect demographics to inform our strategic planning process. We collect PHI in order to create client treatment plans.

PRIVACY POLICY

1. What PHI and PI do we collect?

(a) CFS only collects information that is required to provide services to clients.

(b) PHI/PI is any information that identifies an individual, or by which someone could deduce identity. For the purposes of this privacy policy, informal notes kept by any agency personnel, including volunteers, are to be considered PHI or PI.

(c) PHI/PI that we may collect includes, but is not necessarily limited to, the following, for service:

(i) Name, home address, and home telephone and/or cell phone numbers; E-mail address

(ii) Issues/problems, clinical observations, treatment plans, recommendations

(iii) Doctor, lawyer and community service workers;

(iv) Information contained in the following documents:

(v) Intake Form

(vi) Employee Assistance Program Forms

(vii) Closing Profiles and Summaries

(viii) Banking information.

(ix) Credit card information

2.0 How do we collect PHI/PI?

2.1 We collect information only by lawful and fair means and not in an unreasonably intrusive way. Wherever possible we collect PHI/PI directly from the client at the start of services. We may obtain additional information from other service providers with client consent.

2.2 Sometimes we are provided information about clients from other sources, for example:

(i) doctors;

(ii) Government agency or registry;

(iii) Hospital or other treatment organization;

(iv) Mental health professionals or other social service agencies;

(v) Family or other natural supporters;

(vi) Employee Assistance Programs;

(vii) Insurance Company.

All such information shall be considered part of the client record and be subject to this privacy policy.

3.0 Exchanges of information

All requests for an exchange of information between the Agency and any external third party shall require that a release of information form be signed by the client or the client’s legal guardian, and be witnessed. In cases where the file concerns a couple or family, the written consent of all parties is needed. If these consents are not provided, the information pertaining to the others involved in the counselling shall be omitted and only information pertaining to the client(s) who signed a release of information form shall be shared. A notice shall be attached to all written information from the Agency that the information being provided is not to be shared with anyone other than the individual named on the release form.

4.0 Requests for Information Access and/or Corrections Individuals who have any questions, or wish to access PHI/PI, shall put requests in writing to our Privacy Officer/Health Information Custodian:

Michelle Bergin Executive Director

CFS Counselling + Wellbeing

20 Anne St. South

Barrie, Ontario

LN 2C6

Phone: 705-726-2503

mbergin@CFSSC.ca  

5.0 Consent

Consent obtained from the client will cover the duration period of the care and services received by the client at CFS.

5.1 All clients shall be provided with the Agency’s “Welcome” brochure which contains statements on client rights, including the Agency’s confidentiality policy and its limitations. In addition to this, the counsellor shall provide verbal interpretation and support for all clients, particularly those for whom there are difficulties with the English language and/or with their level of literacy and/or due to visual impairment. A “Conditions of Service” form shall be provided to the client, who is requested to sign it to indicate that the Welcome brochure was received, read and/or explained and understood.

5.2 A client may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice, by notifying his/her counsellor or our privacy officer. Any limitations that may arise as a result of withdrawing consent will be discussed with the applied as of the date consent is withdrawn (i.e. it is not retroactive).

5.3 Any youth 12 years of age or older may request counselling without a parent’s consent. If an individual is a child who is less than 16 years of age and who is capable of consenting to the collection, use or disclosure of PHI/PI their decision to give, withdraw or withhold consent shall prevail over another substitute decision maker (e.g. parent or guardian), unless court ordered otherwise. 

5.4 The term “parent” does not include a parent who has only a right of access to the child.

6.0 Use of PHI/PI Information 

6.1 CFS uses PHI/PI to provide services and to include the client in any direct mailings of information relating to community development that may be of some interest. It is also used for marketing activities such as notification of upcoming meetings; courses, seminars, conferences and CFS related information. If an individual indicates that he/she no longer wishes to receive information about services, seminars or about new community development activities, no further material will be sent. PHI/PI may also be used for supervision, quality improvement initiatives and accreditation.

6.2 CFS does not reveal PHI/PI to any third party, without consent except as set out in clause 7 below.

7.0 Disclosure of PHI/PI 

7.1 Under certain circumstances, CFS will disclose PHI/PI:

(a) When the law requires or authorizes us to do so, for example, if a court issues a subpoena;

(b) When a client has consented to the disclosure;

(c) If we engage a third party to provide administrative services to us (such as archival file storage) and our Privacy Policy will bind the third party;

(d) If we retain agents or consultants to help us in completing research relating to CFS or mental health services;

(e) If the information is already publicly available.

(f) If any agent of CFS reasonably believes that not to disclose the information may result in significant bodily harm to the client or another individual.

(g) If the information we collect suggests that a child is being or is at risk of being abused, then an agent of CFS is legally obligated to report this information to the Children’s Aid Society as per the Child and Family Services Act.

7.2 In these instances we will only disclose such PHI/PI as the circumstances require.

7.3Notice of Theft, Loss or Unauthorized Use or Release of Information

(a) If PHI/PI is stolen, lost or has been the subject to unauthorized access, CFS will inform the Executive Director immediately.

(b) The staff member directly involved will complete an incident report concerning the event and send it to their direct supervisor and the Executive Director. The Executive Director will notify the Board of Directors and the Insurance Company.

(c) The Executive Director and direct supervisor will use the Information and Privacy Commissioner/Ontario guidelines for the health sector of “What to do when faced with a privacy breach available from the website www.ipc.on.ca/images/Resources/up-hprivbreach.pdf

(d) The client(s) whose information was stolen, lost or accessed without authorization will be notified by the program supervisor.

8.0 Accuracy of Information As the agency uses PHI/PI to provide our services, it is important that the information be accurate and up-to-date. While clients are involved in agency services any PHI/PI changes, CFS requests individuals to inform us so that we can make any necessary changes.

9.0 Access to PHI/PI

9.1 A client may request access to any PHI/PI that is on record at CFS by writing to our Privacy Officer. Typically, CFS will request that the client or individual review his/her PHI contained in a case file at our office in the presence of our Privacy Officer or delegate. In the case of files about couples and families, an individual shall only have access to that part of the file that is specific to that individual or to the couple/family as a whole. Any part of the file relating specifically to the other individual will not be released without his/her express written consent.

9.2 An individual may request a copy of any PHI/PI on record at CFS specific to themselves. The Privacy Officer has 30 days to respond to the request and may in extenuating circumstances request an extension. In such situations the Privacy Officer shall inform the individual why the extension has been requested.

9.3 Summary information is available on request. More detailed requests that require archive or other retrieval costs may be subject to a reasonable fee.

9.4 CFS reserves the right to confirm the identity of the person seeking access to PHI/PI before complying with any access requests. Clients must submit access requests in writing or via e-mail to our Privacy Officer.

10.0 Correcting Errors

10.1 If CFS holds information about a client and he/she can establish that it is not accurate, complete and up-to-date, CFS will take reasonable steps to correct it. In the case of PHI, the Privacy Officer shall respond in writing as soon as possible but no later than 30 days after written submission of correct information, indicating what steps have been taken to correct the information and to share the correction with other parties, with the individual’s consent which may have received the previous erroneous information.

10.2 A Privacy Officer is not required to correct a record of personal health information if it consists of a record that was not originally created by the Officer; or if it consists of a professional opinion or observation that a custodian has made in good faith about the individual.

11.0 Access Denied to PHI/PI

11.1 Clients of CFS will have access to the PHI/PI we store. However, there may be rare occasions when we deny access to your PHI/PI, for example, both PHIIPA and PIPEDA permit the refusal of access based on the following:

(i) Access rights to PHI/PI are not absolute; e, g. if safety is at risk.

(ii) Law has required or authorized denial of access;

(iii) When granting access would have an unreasonable impact on other people’s privacy;

(iv) Where the request is frivolous or vexatious.

11.2 If we deny a request for access to, or refuse a request to correct information, the Privacy Officer will explain why in writing.

12.0 Requests for Anonymity Whenever it is legal and practicable, CFS may offer the opportunity to deal with general inquiries without providing an individual’s name (for example, by using general information on our website).

13.0 Credit Bureaus On occasion CFS may request information about a client from the files of consumer agencies or file complaints with those agencies, such as where a client has failed to pay a debt owed to CFS.

14.0 Email or Facsimile Communication Individuals should be aware that e-mail and fax are not 100% secure media and should be aware of this when contacting CFS to send personal or confidential information or requesting CFS to respond by e-mail or fax.

15.0 Changes to this Privacy Policy CFS will regularly review all of its policies and procedures and may change this Privacy Policy from time to time. Any changes will be posted on our website.

16.0 Complaints

16.1 An individual wishing to make a formal complaint about our privacy practices shall make it in writing to our Privacy Officer. She/he will acknowledge receipt of the complaint; ensure that it is investigated promptly and that the individual making the complaint is provided with a formal decision and reasons in writing.

16.2 For more general inquiries or if not satisfied with our response, with regard to PI an individual can contact the Information and Privacy Commissioner of Canada: 112 Kent Street Ottawa Ontario, K1A 1H3 1-800-282-1376 www.privcom.gc.ca

16.3 For more general inquiries or if not satisfied with our response, with regard to PHI an individual can contact the

Information and Privacy Commissioner of Ontario

2 Bloor Street East, Suite 1400

Toronto, ON M4W 1A8

Telephone: 416.326.3333 or 1.800.387.0073

Fax: 416.325.9195

TTY: 416.325.7539

Website: www.ipc.on.ca

16.4 We may seek external advice, where appropriate, before providing a final response to individual complaints.

17.0 Employment Inquiries When an individual applies for a job at CFS, PI will be considered as part of the hiring process. PI is normally retained from candidates after we decide, unless requested by a candidate to not retain the information. If CFS makes a job offer, which is accepted, PI will be retained according to our privacy procedures for employee records.

18.0 Web Site

18.1 Our website may contain links to other sites, which this Privacy Policy does not govern.

18.2 On our website, like many commercial websites, we may monitor traffic patterns, site usage and related site information to optimize our web service. We may provide aggregated information to third parties, but these statistics do not include any identifiable PI.

 19.0 Public Notice of Privacy Policy A copy of this policy will be made available to the public on the CFS Counselling + Wellbeing website. As well, all individuals seeking counselling may access a copy of this policy at any time.

DOWNLOAD PDF OF PRIVACY POLICY

• The agency is committed to the highest ethical standards. We do this by conducting our business with maximum integrity and by achieving full compliance with all applicable laws, rules and regulations. In line with this commitment, the agency provides an avenue for employees, students, volunteers, agency contractors and other stakeholders to raise any concerns they may have about the subjects covered by this policy and to be assured that in making complaints they will be protected from reprisal for raising their concerns in good faith.

  This policy covers instances where an employee, student, volunteer, agency contractor or other stakeholder (“individuals”) has evidence of illegal activity or wrongdoing by an individual that to his/her knowledge constitutes:

  • Accounting, auditing, or other financial reporting fraud or misrepresentation –examples include: falsification or destruction of business or financial records; suppression of financial information; non-adherence to internal financial reporting policy / controls;
  • Suspected Fraudulent activity – examples include: theft, defalcation, and unlawful or improper payments;
  • Violations of federal or provincial laws that could result in fines or civil damages payable by the agency, or that could otherwise significantly harm the agency’s reputation or public image;
  • Unethical business conduct in violation of any corporate policies – examples include: corrupt practices including giving or receiving bribes or other improper benefits; conflict of interest concerns;
  • Abuse of power or authority for any unauthorized or ulterior purposes.
  • Reprisal against an individual who reports a concern – examples include: conduct or actions involving discharging, demoting, suspending, harassing or discriminating against an individual reporting a concern in good faith in accordance with this Policy and Procedure.

  Scope

  This Policy and Procedures applies to all employees, managers, supervisors, directors, executives, students, volunteers, agency contractors, clients and visitors.

  Responsibility

  Board Members and Senior Management

  • Ensure that Whistleblower Policy and Procedures are established and reviewed annually or as required;
  • Ensure that managers and employees are aware of, and comply, with this Policy and Procedures;
  • Foster a workplace culture of highest ethical standard, through appropriate leadership;
  • Manage the investigation and resolution of concerns raised through this Policy.

  Managers / Supervisors

  • Communicate the Policy and Procedures;
  • Take all appropriate steps to prevent and stop illegal activities or wrongdoing in their areas of responsibility;
  • Inform Executive Director of any complaints of illegal activity or wrongdoing;
  • Investigate complaints received under the Whistleblower policy in consultation with the Executive Director.

  Employees

  • Understand the Policy and Procedures;
  • Report any incidents of illegal activity or wrongdoings to their manager / supervisor /Executive Director or a member of the Board of Directors immediately;
  • Keep information relating to any process under this Policy, strictly confidential;
  • Refrain from discussing any details of the complaint or the fact of their involvement, except to the extent required for the purposes of any investigation and resolution.

  Definitions

  Whistle-Blower

  A Whistle-blower is an individual who in good faith reports illegal activity or wrongdoings to the appropriate authority, in an attempt to have the activity brought to an end.

  Reprisal

  Reprisal is any harassment, intimidation, dismissal, suspension, demotion, discipline, or threat of dismissal, suspension, demotion or discipline of an individual as a direct result of the individual in good faith disclosing a perceived illegal activity or wrongdoing.

  Complainant

  Any individual that submits a complaint of illegal activity or wrongdoing.

  Defalcation Is an amount of funds misappropriated by a person trusted with its charge; also, the act of misappropriation, or an instance thereof.

  Good Faith

  Good faith is evident when the complaint is made without malice or consideration of personal benefit and the individual(s) has a reasonable basis to believe that the complaint is true; provided, however, a complaint does not have to be proven to be true to be made in good faith. Good faith is lacking when the disclosure is known to be malicious or false.

  Wrongdoing

  Involves any unlawful or illegal behavior and can include:

  • An unlawful act whether civil or criminal;
  • Breach of or failure to comply with any published agency policies;
  • Knowingly breaching mandatory federal laws or regulations;
  • Fraudulent activity;
  • Unprofessional conduct;
  • Questionable accounting or auditing practices;
  • Abuse of power or authority for any unauthorized or ulterior purposes.

  Reporting and Investigation Procedures

  As an employee of the agency, you should promptly report any serious wrongdoings to your immediate supervisor / manager without fear of reprisal. If for some reason you feel uncomfortable raising the issue with your supervisor / manager, submit a report by telephone, email, mail or in person to the following individuals listed below.

  • Executive Director, or
  • a Board member (see board list on shared drive folder “CFS/Board”)

  All mail enclosing a complaint should be marked “Private and Confidential”

  Actions to be taken on receiving a complaint

  If Person to whom reported is Supervisor / Manager:

  Action to be taken:

  1. Report to the complainant that the complaint is
     acknowledged and that appropriate action will be
     taken
  2. Investigate the complaint reported
  3. Document the finding and any action taken
  4. Submit a copy of the report related to the results from the investigation, to the Executive Director
  5. To the extent deemed appropriate, advise the complainant of the resolution of the investigation
  6. If the complaint is beyond the scope of the Manager or Supervisor’s authority, the complaint will be escalated to the Executive Director for investigation

   

  If Person to whom reported is Executive Director / Member, Board of Directors:

  Action to be taken:

  1. Investigate the complaint reported or designate an investigator
  2. Document the findings and any action taken
  3. To the extent deemed appropriate, advise the complainant of the resolution of the investigation

   

  Confidentiality and Anonymity

  The agency will respect the confidentiality of any whistle-blowing complaint received when the complainant requests confidentiality. However, it must be appreciated that it will be easier to follow up and to verify complaints if the complainant is prepared to give his or her name. In addition, confidentiality cannot be maintained if such confidentiality is incompatible with a fair investigation or if there is an overriding reason for identifying or otherwise disclosing the identity of the person making the complaint, or if disclosure of the identity of the complainant is required by law.

  Reprisal Protection

  Any individual who has reasonable grounds to believe that a reprisal has been taken against him or her may file a complaint with the Executive Director.

  Documentation

  Documents shall be held in confidence by all parties and participants under this policy. All relevant documentation including reports, discussions and supporting information shall remain in the control and custody of the Executive Director unless otherwise authorized pursuant to a report of decision issued in accordance with this policy.

  Consequences and Remedial Action

  Complaints that are not made in good faith will be viewed as a serious offence and may be subject to disciplinary action up to and including termination or discharge of services.

  The agency will not permit any individual harass, retaliate or discrimination against a fellow individual who, in good faith, reports an illegal activity or other wrongdoings. Reprisal in any form will not be tolerated and should be reported. Disciplinary action will be taken against the individual.

  Any violation of this policy may subject the violator to disciplinary action, which may include, in appropriate circumstances, termination of employment, discharge of services or legal action.

   

  Whistleblower Complaint Form

  This form is to be used to file a complaint regarding any illegal activity or wrongdoing as identified in the agency’s Whistleblower Policy. 

  Evidence of illegal activity or wrongdoing constitutes the following:

  • Accounting, auditing, or other financial reporting fraud or misrepresentation – examples include: falsification or destruction of business or financial records; suppression of financial information; non-adherence to internal financial reporting policy / controls;
  • Suspected Fraudulent activity – examples include: theft, defalcation, and unlawful or improper payments;
  • Violations of federal or provincial laws that could result in fines or civil damages payable by the agency, or that could otherwise significantly harm the agency’s reputation or public image;
  • Unethical business conduct in violation of any corporate policies – examples include: corrupt practices including giving or receiving bribes or other improper benefits; conflict of interest concerns;
  • Abuse of power or authority for any unauthorized or ulterior purposes.
  • Reprisal against an individual who reports a concern – examples include: conduct or actions involving discharging, demoting, suspending, harassing or discriminating against an individual reporting a concern in good faith in accordance with this Policy and Procedure.

  A complainant may remain anonymous. However, in order for a better investigation of a complaint, the complainant should consider identifying themselves by giving their name, their telephone number and other contact information. Even if such contact information is not provided, the substance of the complaint will be treated with utmost confidence and not discussed with others except to the minimum extent necessary to conduct a complete and fair investigation. In all cases, the person who is alleged to have committed the infraction will be made aware of the complaint at an appropriate point during the investigation.

  Complaints that are not made in good faith will be viewed as a serious offence and may be subject to disciplinary action up to and including termination or discharge of services.

  The agency will treat all reports made under this Policy as confidential to the fullest extent that is consistent with conducting a full and fair investigation. Even if you make a complaint under this policy and disclose your identity, we will exercise care to keep confidential your identity until a formal investigation is launched. At that point, your identity will be disclosed to other individuals only to the extent necessary to conduct a complete and fair investigation.

 DOWNLOAD POLICY HERE

The Accessibility for Ontarians with Disabilities Act, 2005 (AODA) is provincial legislation that aims to achieve a fully accessible Ontario.

The Act makes Ontario the first jurisdiction in Canada to develop, implement and enforce mandatory accessibility standards. It applies to the private, public, and volunteer sectors.

CFS Counselling + Wellbeing (CFS) values our clients, employees, students and volunteers and we strive to meet everyone’s needs. We are committed to providing quality services that are accessible to all persons that we serve.

Your feedback is important in helping us improve accessible services at CFS. Please take a moment to complete this feedback form and let us know how we are doing.

Date of Visit:                                           Time of Visit:                               

What was the purpose of your visit today?

Did we respond to your service needs today? Please circle:  Yes    No

If no, please explain:

Was our service provided to you in an accessible manner? Please circle:  Yes   No

If no, please explain:

Did you have any problems accessing our service? Please circle:  Yes   No

If yes, please explain:

Please add any other comments/suggestions you may have:

Please provide us with your contact information below (optional):

(Any personal information is collected pursuant to Ontario Regulation 429/07, the Accessible Standards for Customer Service and will be used strictly for the purpose of responding to your feedback)

Full Name:                                                                                                  

Mailing Address:                                                                                        

Telephone Number:                                                                                    

Please check (  ) if we can leave a message.

Would you like to be contacted by a senior manager at CFS Counselling + Wellbeing?* Please circle:  Yes    No

*If yes, please ensure you complete the contact information above. All feedback received will be responded to within 5 business days.

How would you like to contacted? (  ) Telephone (  ) Mail (  ) Email

Thank you for your feedback. Please submit completed form to:

CFS Counselling + Wellbeing

Telephone: 705-726-2503

Fax: 705-726-2570

Email: info@cfssc.ca

Mail: 20 Anne Street South, Barrie ON L4N 2C6

DOWNLOAD AODA CLIENT FEEDBACK FORM (Word Doc)

DOWNLOAD AODA CLIENT FEEDBACK FORM (PDF)

Listed below is our Donor Bill of Rights. Donors have the right to:

• Information contained in the public portion of our most recent charity information return (Form T3010) as submitted to Canada Customs and Revenue Agency.
• Access to their donor record and challenge its accuracy.
• Be informed of our mission, of the way the organization intends to use donated resources, and of its capacity to use donations effectively for their intended purposes.
• Be informed of the identity of those serving on our Board of Directors, and expect that Board to exercise prudent judgment in its stewardship responsibilities.
• Have access to our most recent audited financial statements.
• Be assured that we will use their gifts for the purposes for which they were given.
• Receive appropriate acknowledgment and recognition, or to choose to remain anonymous.
• Be assured that information about their donations will be handled with respect and confidentiality.
• Expect that all relationships with individuals representing CFS will be professional in nature.
• Be informed whether those seeking donations are volunteers or employees of the agency.
• Have the opportunity to have their names deleted from mailing lists, limit the frequency of solicitations and not be solicited by telephone and other technology.
• Feel free to ask questions when donating and receive prompt, complete and courteous answers.
• A copy of the Ethical Fundraising & Financial Accountability Code.
• CFS’s registration number (BN) as assigned by Canada Custom & Revenue Agency.

CFS Counselling + Wellbeing is an accredited, registered charity offering professional counselling services and mental-wellness education. Our services are available to everyone living or working in Simcoe Muskoka regardless of age, ability, cultural or religious background, race, sexual orientation or gender identity.

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