Willow Tree Counselling Services Privacy Policy
Privacy Policy
Willow Tree Counselling Services
Last Updated: October 1, 2026
Willow Tree Counselling Services (“Willow Tree,” “we,” “our,” or “us”) is committed to protecting the privacy, confidentiality, and security of the personal information and personal health information entrusted to us.
This Privacy Policy explains how Willow Tree Counselling Services collects, uses, discloses, stores, protects, and disposes of personal information and personal health information in the course of providing counselling and related services.
This Privacy Policy is intended to comply with applicable Ontario privacy legislation, including the Personal Health Information Protection Act, 2004 (PHIPA), as well as the professional and ethical obligations applicable to registered social workers in Ontario.
1. Our Commitment to Privacy
Confidentiality is an essential part of the counselling relationship.
Willow Tree Counselling Services will collect, use, disclose, retain, and dispose of personal information and personal health information in accordance with applicable privacy legislation and professional standards.
We will only collect, use, or disclose information that is reasonably necessary for the purposes for which it is collected, used, or disclosed, except where otherwise permitted or required by law. PHIPA places limits on the collection, use, and disclosure of personal health information and generally requires consent unless an exception in the legislation applies.
2. Information We Collect
Depending on the services you receive and your interactions with Willow Tree Counselling Services, we may collect personal information and personal health information including:
Personal and Contact Information
Full name
Preferred name and pronouns, where provided
Date of birth
Mailing address
Telephone number
Email address
Emergency contact information
Information necessary to establish or confirm your identity
Health and Counselling Information
Where relevant to providing counselling services, we may collect:
Mental health and substance use history
Physical health information relevant to your care
Family and social history
Current concerns and presenting issues
Treatment or counselling history
Information regarding medications or other health services
Assessments and clinical information
Counselling goals
Treatment plans
Progress and clinical notes
Information relating to risk or safety
Information provided by you about other health or service providers involved in your care
Administrative and Billing Information
We may also collect information necessary to:
Schedule and manage appointments
Process payments
Issue receipts
Communicate regarding appointments
Process insurance or benefits-related documentation where applicable
Maintain accounting and business records
Manage other administrative requirements related to providing services
We will make reasonable efforts to limit the collection of information to what is necessary for the purposes identified.
3. How We Collect Information
Information may be collected through:
Intake and consent forms
Counselling sessions
Telephone conversations
Video appointments
Emails and other electronic communications
Appointment scheduling
Payment and billing processes
Information provided by you about other health or service providers
Other communications directly with you
Our website and online forms, where applicable
We may also collect information where permitted or required by law from another person or organization involved in your care.
4. How We Use Personal Information
Your personal information and personal health information may be used for the following purposes:
Providing Counselling Services
Assessing your needs
Providing counselling and related services
Developing and reviewing treatment goals
Monitoring your progress
Maintaining an accurate clinical record
Supporting continuity of care
Communication and Scheduling
Scheduling, changing, and cancelling appointments
Sending appointment reminders
Responding to inquiries
Communicating regarding counselling services
Communicating information necessary to provide or coordinate care
Administrative Purposes
Processing payments
Issuing receipts
Managing billing and accounting
Maintaining business records
Managing technology and electronic record systems
Meeting professional and legal obligations
Legal and Regulatory Purposes
Information may also be collected, used, or disclosed where permitted or required by applicable legislation, a court order, regulatory requirements, or other legal obligations.
5. Consent
Willow Tree Counselling Services generally obtains consent before collecting, using, or disclosing personal information and personal health information, except where applicable legislation permits or requires otherwise.
Under PHIPA, consent must generally be knowledgeable, relate to the information being collected, used, or disclosed, and not be obtained through deception or coercion. Depending on the circumstances, consent may be express or implied.
Where express consent is required, consent may be provided verbally or in writing, and the consent will be documented.
You may withdraw consent to the collection, use, or disclosure of your information at any time where permitted by law. However, withdrawing consent may affect our ability to provide certain services or continue providing counselling.
Withdrawal of consent does not affect information that has already been collected, used, or disclosed lawfully before consent was withdrawn.
6. Confidentiality
Willow Tree Counselling Services treats information shared during counselling as confidential.
Information will generally only be disclosed with your consent or where disclosure is permitted or required by law. OCSWSSW requires registrants to maintain client information in strict confidence and to disclose information only with client consent or when required or allowed by law.
There are circumstances where confidentiality may be limited. These may include, but are not necessarily limited to:
Where disclosure is required by law
Where there is a legal requirement to report information to an appropriate authority
Where disclosure is necessary to address certain serious safety concerns, where permitted or required by law
Where disclosure is required by a court order or other lawful authority
Where disclosure is necessary for regulatory or professional purposes as permitted or required by law
Other circumstances where disclosure is authorized or required under applicable legislation
Where disclosure is legally required or permitted without consent, Willow Tree Counselling Services will make reasonable efforts to disclose only the information that is necessary or permitted in the circumstances.
The specific limits of confidentiality will also be discussed with clients as appropriate to their circumstances.
7. Disclosure to Other Health Care Providers
With your consent, Willow Tree Counselling Services may communicate with other health care providers or service providers involved in your care when doing so is relevant to your counselling or treatment.
For example, with appropriate consent, information may be shared with:
Family physicians
Psychiatrists
Other social workers
Psychologists
Other regulated health professionals
Community service providers
Insurance providers or other third parties where authorized
Where consent is required, we will obtain consent before making the disclosure and will make reasonable efforts to ensure that the information disclosed is relevant and limited to what is necessary for the stated purpose. OCSWSSW specifically requires consent for disclosures where consent is required and expects the disclosure to be pertinent and relevant to the professional service.
8. Electronic Communication
Willow Tree Counselling Services may communicate with clients electronically, including through email, telephone, text messaging, appointment reminders, and virtual counselling platforms.
Electronic communication carries some privacy and security risks. Although reasonable safeguards are used, no electronic communication system can be guaranteed to be completely secure.
Clients are encouraged to consider the privacy of their surroundings and the security of their own devices and email accounts when communicating with Willow Tree Counselling Services or participating in virtual counselling.
Clients may discuss their preferred method of communication with Willow Tree Counselling Services.
9. Virtual Counselling
Willow Tree Counselling Services provides counselling services virtually.
Virtual counselling may involve the use of third-party technology platforms. These platforms may collect or process certain technical information as part of providing their services.
Reasonable steps will be taken to select and use technology that provides appropriate privacy and security protections.
Clients are encouraged to participate in virtual counselling from a private location and to use a secure internet connection and personal device where possible.
At the beginning of virtual counselling, clients may be asked to confirm their location. This can assist with responding appropriately in the event of an emergency or safety concern.
Current virtual counselling platform: JaneApp
10. Third-Party Service Providers
Willow Tree Counselling Services may use third-party service providers to support the delivery and administration of counselling services.
These may include services for:
Electronic health records and appointment scheduling
Payment processing
Email
Virtual counselling
Website hosting
Website forms
Accounting and bookkeeping
Secure electronic storage
Appointment reminders
Where third-party service providers are used, Willow Tree Counselling Services will take reasonable steps to ensure that appropriate privacy and security safeguards are in place.
Electronic health record/appointment platform: Jane App
Other service providers currently used by Willow Tree Counselling Services may include:
Email: GoogleWorkspace
Virtual counselling: JaneApp
Payment processing: JaneApp
Website hosting: SquareSpace
This Privacy Policy may be updated if our technology or service providers change.
11. Website Privacy
When you visit the Willow Tree Counselling Services website, certain technical information may be collected automatically by the website or its hosting and analytics services.
Depending on the website configuration, this may include:
IP address
Browser type
Device information
Date and time of access
Pages visited
Referring website
Other technical information necessary for website operation and security
This information is generally used to operate, maintain, secure, and improve the website.
Website information is separate from your counselling record.
Our website may contain links to external websites. Willow Tree Counselling Services is not responsible for the privacy practices, content, or security of external websites. We encourage users to review the privacy policies of any external websites they visit.
12. Cookies and Similar Technologies
Our website may use cookies or similar technologies to support website functionality, security, analytics, or other website operations.
Where applicable, information collected through cookies will be handled in accordance with applicable privacy requirements and the practices of the relevant website service providers.
13. Counselling Records
Willow Tree Counselling Services maintains a professional record for each client receiving counselling services.
Records may include information such as:
Intake information
Consent documentation
Assessment information
Clinical notes
Treatment goals and plans
Progress information
Communications relevant to care
Referrals
Correspondence with other providers, where applicable
Billing and administrative information
Records will be maintained in accordance with applicable legislation and the professional standards of the Ontario College of Social Workers and Social Service Workers.
OCSWSSW requires registrants to maintain records that are current, accurate and relevant and to protect the privacy and security of those records.
14. Retention of Records
Willow Tree Counselling Services will retain client records in accordance with applicable legislation and professional requirements.
As an Ontario registered social worker, client records will generally be retained for at least 10 years from the date of the last entry in the record. Where the client was under 18 years of age at the date of the last entry, the record will generally be retained for at least 10 years from the date the client reached, or would have reached, 18 years of age.
Records may be retained for a longer period where required by law or where there is a reasonable possibility that continued retention may be necessary.
These retention requirements are based on the record-keeping standards of OCSWSSW.
When records are eligible for destruction, they will be securely destroyed or permanently deleted in a manner that protects confidentiality.
15. Protection and Security of Information
Willow Tree Counselling Services takes reasonable steps to protect personal information and personal health information against:
Theft
Loss
Unauthorized access
Unauthorized use
Unauthorized disclosure
Unauthorized copying
Unauthorized modification
Improper disposal
Safeguards may include:
Password-protected systems
Access controls
Encryption where available
Secure electronic record systems
Secure storage of paper records
Device security
Regular software and security updates
Secure disposal practices
Electronic records will be maintained in systems designed to restrict access to authorized individuals.
OCSWSSW requires registrants to take necessary steps to protect the confidentiality and security of both electronic and hard-copy records.
While reasonable safeguards are used, no method of electronic transmission, internet communication, or electronic storage can be guaranteed to be completely secure.
16. Privacy Breaches
In the event of a privacy breach involving personal information or personal health information, Willow Tree Counselling Services will respond in accordance with applicable legislation.
Where required, we will take reasonable steps to:
Contain and investigate the breach;
Determine what information was involved;
Assess the potential impact;
Take steps to prevent further unauthorized access or disclosure;
Notify affected individuals where required or appropriate;
Notify the Information and Privacy Commissioner of Ontario where required; and
Document the breach and response.
PHIPA requires health information custodians to take precautions against unauthorized access, use and disclosure and includes notification obligations in relation to certain privacy breaches.
17. Access to Your Information
You have the right, subject to applicable legal limitations, to request access to your personal health information and counselling records.
Requests for access may be made by contacting Willow Tree Counselling Services.
You may be asked to submit a written request and provide sufficient information to identify the records being requested.
Under PHIPA, a health information custodian generally has 30 calendar days to respond to an access request, with the possibility of an extension in certain circumstances.
There may be circumstances in which access to some information is restricted or refused as permitted by law.
18. Requesting a Correction
If you believe that information in your counselling record is inaccurate or incomplete, you may request that the information be corrected.
Requests for correction should be made in writing and should identify the information you believe is inaccurate or incomplete and, where possible, provide the reason for the requested correction.
Where a correction is made, the record will be maintained in accordance with applicable professional and legal requirements.
Where a correction cannot be made, you may have the right to have a statement of disagreement attached to the record, as applicable under PHIPA.
19. Fees
There may be reasonable fees associated with certain requests for copies of records or other administrative services where permitted by applicable law.
Where a fee applies, you will be informed of the fee before the request is processed.
20. Privacy Complaints
If you have questions or concerns about Willow Tree Counselling Services’ privacy practices, you are encouraged to contact us first so that we can review and address your concern.
You may contact:
Willow Tree Counselling Services
Privacy Contact: Victoria Soares
Email: info@willowtreecounsellingservices.com
If you are not satisfied with the response to your concern, you may contact the Information and Privacy Commissioner of Ontario (IPC).
The IPC oversees Ontario’s health privacy legislation, including PHIPA, and accepts complaints relating to access, correction, and privacy practices.
21. Professional Regulatory Oversight
Willow Tree Counselling Services is operated by a Registered Social Worker regulated by the Ontario College of Social Workers and Social Service Workers (OCSWSSW).
Professional obligations relating to confidentiality, record keeping, privacy, consent, and the management of client information will be followed in accordance with applicable legislation and the College’s Standards of Practice.
22. Changes to This Privacy Policy
Willow Tree Counselling Services may update this Privacy Policy from time to time to reflect changes in legislation, professional requirements, technology, services, or our information practices.
The most recent version will be posted on our website and will include the date on which it was last updated.
23. Contact Information
If you have questions about this Privacy Policy, our privacy practices, or the collection, use, disclosure, retention, or protection of your personal information, please contact:
Willow Tree Counselling Services
Privacy Contact: Victoria Soares
Email: info@willowtreecounselling.com
Website: www.willowtreecounsellingservices.com
Last Updated: October 1, 2026