EORC - Clients Rights and Responsibilities

Clients Rights and Responsibilities:


Each client who is provided service by the Eastern Ottawa Resource Centre has the right to:


  • Be served in a courteous, respectful manner that respects their dignity, privacy and autonomy;

  • Be recognized for their individuality, needs, choices and preferences;

  • Receive information about the community services to be provided to them and by who;

  • Participate in the assessment of their needs, the development of their plan for service and any subsequent changes to the service plan;

  • Consent or refuse a community service;

  • Voice concerns or recommend changes about their community services without fear of reprisals;

  • Be informed of policies and procedures affecting their service delivery;

  • Be informed of the policies and procedures for initiating complaints about the service and the provider of the service;

  • Have their client file kept confidential;

  • View their file by request to the program coordinator.

  • Be served in either one of the official languages according to preference.


Each client who is provided service by the Eastern Ottawa Resource Centre has the responsibility to:


  • Receive service in a courteous, respectful manner that respects the dignity of service provider;

  • Inform the service provider if the information given to them is unclear or confusing;

  • Provide the service provider with truthful and accurate information;

  • Not be under the influence of drugs or alcohol while on Centre property;

  • Understand that disclosure of a client’s record is required under the following circumstances:


      Coroner’s request, subpoena, search warrant, court order, WSIB requests, Highway Traffic Act, Child and Family Services Act, College of Physicians and Surgeons.


      When imminent or significant harm to the client or third party could occur such as child abuse or neglect, suicide, homicide or a belief that one of these will occur.


      When there is risk or suspected risk to the well being, development or safety of a child, such as child abuse or neglect.


    Circumstances permitting, when disclosure of a client’s record is required, the staff will attempt to inform the client of the necessity of doing so and support the client in this process.



Protecting Your Personal Information:


Our Commitment:


We are committed to protecting your personal information. This information is given to us in trust and will remain confidential.


  1. All EORC staff and volunteers are committed to maintaining the confidentiality of your information.

  3. When the EORC collects information from you, it will only be to provide you with services that you have requested. You are not required to provide any information beyond what is required to meet your needs.

  5. EORC staff work in teams to provide you with comprehensive services. Information may be shared among those directly involved in providing you with services. We will not share information about you with others outside the Centre without your permission, except under special circumstances. Our limits of confidentiality include the following:


      If we believe that you are a danger to yourself or others;


      If we suspect that a child under the age of 16 is at risk;


      If our records are subpoenaed by the courts.


  6. The information in your file belongs to the EORC. You are welcome to request access to, or a copy of your file.

  8. The EORC will be responsive to any questions or concerns that you may have regarding the protection of your privacy at the EORC.



Protecting Your Privacy:


The collection of personal client information is fundamental to providing quality community, health, and social services. The Eastern Ottawa Resource Centre (EORC) has always understood the importance of confidentiality and we have taken additional steps to ensure the privacy and protection of your information. We have:


  • Approved a Privacy Policy;

  • Appointed a Privacy Officer to answer your inquiries and concerns;

  • Set up safeguards for handling paper, electronic and verbal personal information.


You have the right to say no. It is your right to refuse or withdraw consent with regards to our collection, use and disclosure of your personal information.


EORC protects your privacy


The EORC recognizes that despite our best efforts, there may be times where an individual is not satisfied with the manner in which the Centre handles his or her personal information. We encourage you to discuss your concerns with your EORC contact. If you are not comfortable speaking with your EORC contact, you may discuss your concerns with the EORC’s Privacy Officer.

The Privacy Officer can be contacted at the address and phone number below:

Ken Mackenzie

215-1980 Ogilvie Rd

Gloucester, ON K1J 9L3

(613) 741-6025


If you have any issues or concerns about how your information is being handled, you have the right to contact the Information and Privacy Commissioner of Ontario at: 2 Bloor Street East, Suite 1400 Toronto, ON M4W 1A8 T: 1-416-326-3333 or 1-800-387-0073 www.ipc.on.ca

The full policy and procedure is available to you upon request Phone: 613-741-6025 Email: info@eorc-creo.ca