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Website Privacy Notice
This Website Privacy Policy is intended to be read in connection with the Privacy Notice and Consent Package. It describes how we handle personal information collected through our website at https://www.thestoryisntover.ca/ (the “Website”). For information about how we process personal information in the context of our therapy services, please see our Privacy Notice and Consent Package.
By visiting our Website or submitting information to us through the Website, you consent to have your information processed as described in this Privacy Policy.
We collect various types of information through our Website, depending on how you interact with us. This information includes:
- Browser and Device Information. Our Website automatically collects browser and device information from Website visitors. This information includes IP address, browser type and version, operating system, device type, language, screen resolution, and time zone. We and our third-party website provider use this information to provide the Website to you in a readable, user-friendly format, as well as for security and troubleshooting purposes.
- Our Chatbot and Contact Us Form. When you interact with our chatbot or the “contact us” page on our Website, you may provide personal information to us. We process this information to answer your questions, troubleshoot, and otherwise provide you with the service you request. Our third-party website provider may also process and store this information in the course of providing and maintaining our Website. Similarly, our third party chatbot provider may process and store chatbot logs in the course of providing and maintaining the Website chatbot.
- Email List Sign-Up. If you subscribe to our email newsletters and updates, we will collect your email address in order to send you promotional emails (e.g., newsletters, surveys, deals, etc.). Your email and communication preferences may also be processed and stored by our third-party email platform providers who may send promotional emails on our behalf. You may unsubscribe from these messages at any time.
- Information Collected Automatically. The Website is also equipped to automatically collect information through cookies and other tracking technologies (e.g., web beacons), deployed by us or our website and analytics partners. This information includes browser and device information described above, as well as information about your interactions with the Website, such as pages visited, links clicked, referral source, time stamps, etc. This information is collected by Google Analytics. Google Analytics sends us Website visitor statistics in aggregated form. We use this information to troubleshoot, improve and enhance our Website. For more information about cookies, visit: https://allaboutcookies.org/. You may opt-out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on here: https://tools.google.com/dlpage/gaoptout.
We may also use and disclose the information collected through our Website: (i) to comply with laws; (ii) to maintain cybersecurity; (iii) to investigate fraud or incidents; (iv) to defend our legal rights; and (v) for other purposes where you have provided your express, informed consent.
Some of our service providers may store information outside of Canada (including in the US). Accordingly, your personal information may be accessible to lawful orders from foreign courts, law enforcement and national security entities in such foreign jurisdictions. Similarly, if you reside in Quebec, your personal information may be communicated outside of Quebec.
We protect the information collected through the Website with appropriate physical, administrative and technical security measures. However, perfect security does not exist when it comes to data that is collected and processed online. Therefore, we cannot 100% guarantee the security of your personal information collected through the Website.
For more information about your data rights, including your rights to access, correct, or withdraw consent to the continued collection, use or disclosure of your personal information, please consult our Privacy Notice and Consent Package.
Privacy Notice and Consent Package
Confidentiality is vital for effective therapy, helping you feel safe to explore your thoughts and emotions. While there are limits in certain legal or safety situations, therapists prioritize keeping your information private and secure. If you ever have questions or concerns about confidentiality, your therapist will be happy to discuss them to ensure you feel informed and comfortable.
This notice is intended to provide you with more information about how your personal information will be handled at The Story Isn’t Over. Please read this notice carefully and let us know if you have any questions. Once you have read and understood this document, we ask you to sign the form at the end to provide us with a record of your consent.
1. We Only Collect and Use the Personal Information We Need.
We will generally only collect the personal information that you communicate with us verbally or in writing. We collect the following types of personal information:
- Personal contact information (e.g., email address, phone number, mailing address);
- Financial information, such as information about your health care benefits and payment card details;
- Medical information, including session notes and recordings (if applicable);
- Family member information; and
- Other information collected with your prior consent.
Your personal information will be accessible only to personnel with a need to know the information in order to perform their duties, as well as additional personnel with your consent (such as if you wish to expand your circle of care to include other therapists). These personnel may include care providers, supervisors and administrative staff, as applicable.
Your personal information may be used internally for the following purposes: (i) to manage and deliver your care and treatment; (ii) to schedule appointments and communicate relevant information to you; (iii) to process payments; (iv) for quality improvement and training; (v) to comply with laws; (vi) to maintain cybersecurity, investigate fraud or incidents, and defend our legal rights; (vii) for marketing and outreach purposes (with appropriate consent where required); and (viii) to respond to emergencies.
2. Your Personal Information is Kept Confidential.
We understand how important it is for you to know that your personal information secure. As an organization, we are committed to protecting your information using advanced security measures, strict policies, and best practices.
We use the Jane app to store all personal information collected in the context of psychotherapy services. Your data is held on Jane’s secured SOC2, Type2-certified data center. For a list of Jane security features, please visit: jane.app/guide/list-of-security-features. Nonetheless, you should know that no method of electronic storage is perfect, and we cannot 100% guarantee the security of your personal information.
3. We May Share Your Personal Information Under Certain Circumstances.
Information shared during therapy remains private unless you provide written, informed consent for its disclosure. However, there are specific legal and ethical situations where confidentiality must be broken to ensure safety and comply with the law.
- Risk of Serious Harm
- Harming Others: If you express intentions to harm another person, we are legally obligated to notify the potential victim and/or contact the appropriate authorities to prevent harm.
- Harming Yourself: If you express intentions to end your life, we may need to involve healthcare professionals or legal authorities to ensure your safety.
- Mandatory Reporting of Abuse
- Children at Risk: We must inform the Children’s Aid Society or legal authorities if there is evidence of abuse or neglect involving a child, if a child is at risk of harm.
- Domestic Violence: We must inform the Children’s Aid Society or legal authorities if there is physical domestic violence in the home given the risk of harm to the children in the home.
- Vulnerable Populations: Reporting is also required if abuse or neglect involves seniors or individuals with disabilities.
- Professional Abuse: A therapist must report any abuse by another professional, such as a teacher, doctor or massage therapist. They must report to the professional's regulatory body which will ensure that this does not reoccur.
- Past Abuse: If an adult discloses that he or she was abused as a child, the psychotherapist isn't required to report that abuse unless there are other children who are currently at risk of being abused.
- Legal Requirements
- Court Orders: If a court mandates the release of your records, we are obligated to comply. However, we will consult legal advisors to protect your privacy and limit the scope of disclosure as much as possible.
- Requests from Lawyers: We are not obligated to release any documentation if a lawyer requests the information. We will discuss these requests with you whenever possible to ensure that your privacy is respected.
- Professional Oversight
- Regulatory Requirements: Confidentiality may be breached during investigations by regulatory bodies or quality assurance programs. These instances are tightly regulated to maintain ethical standards and prioritize client safety.
- Insurance Companies and Employers
- Your insurance provider and your employer do not have access to your personal health information, and your therapist will not provide them with your personal health information.
- If you are on medical leave, then your disability manager may ask you for a letter or report from your therapist. In these situations, your therapist will always discuss this with you and will work with you to decide what is clinically appropriate to disclose to your disability team.
At every step, we are committed to informing you whenever possible about any situation where confidentiality might be breached. If you have any concerns or questions about these exceptions, feel free to discuss them with your therapist at any time. Your understanding and trust are essential to the therapeutic process.
4. We Use Service Providers to Operate Efficiently.
To provide high-quality care and operate efficiently, our clinic may engage third-party service providers who assist with various administrative, technical, and professional functions. These providers are contractually obligated to protect your privacy.
In addition to our IT security providers, the following third-party service providers may have access to your personal information:
- Appointment Scheduling & Communication Platforms (e.g., Jane). In addition to storing Electronic Health Records on Jane, we may share personal contact information with Jane to book appointments, send reminders, and facilitate client communication. Please see https://jane.app/legal/privacy-notice for more information.
- Payment Processors. If you pay by credit card or debit, your payment card information is provided directly to the payment processor who will use it to facilitate billing, process payments, and manage refunds. We do not control how payment processors handle personal information. Please review their privacy policies or contact them directly for more information.
- Email & Office Software Providers (e.g., Microsoft Office). Your contact information and messages with us may be processed and stored by our email and office software providers.
- Email Marketing & Newsletter Platforms (e.g., Mailchimp). If you subscribe to our mailing list, your contact information is processed by our email marketing provider to send newsletters, promotions, and updates.
- Business Communication Services (e.g., RingCentral). When you contact us via phone or video, your call data, voicemail messages, and text messages may be processed by our communication service provider.
- Security & Surveillance Systems Providers. The buildings in which our clinics are located may have security cameras installed at entrances and exits or in common areas. If you visit our premises, your image or movements may be recorded by the building owner and/or their security providers. We do not control how this information is processed, but we may request security camera footage for security, investigative and emergency response purposes.
- Legal & Compliance Advisors. We may share relevant personal or medical information with legal professionals to respond to legal obligations, subpoenas, or compliance inquiries.
We may also disclose your personal information for additional purposes with your consent, such as with other clinicians and peers, family members, group therapy co-participants, your employer, insurance plan providers or group benefits plan administrators, or workers compensation authorities.
Some of these service providers may store information outside of Canada (including in the US). Accordingly, your personal information may be accessible to lawful orders from foreign courts, law enforcement and national security entities in such foreign jurisdictions. Similarly, if you reside in Quebec, your personal information may be communicated outside of Quebec.
5. You Are in Control of Your Personal Information and Privacy.
You may contact us to access, correct or update your personal information. You may also make changes to your personal information through the Jane App on the My Account page. You may also authorize other people to examine or receive a copy of your information under certain circumstances.
Please note that in shared therapy, confidentiality becomes more complex. Therapists cannot provide you with client files that document group, family or couples’ therapy sessions unless everyone involved gives their consent. Similarly, therapists cannot release any of this information to a third party, unless everyone involved gives their consent. Therapists can still provide you with records about you that can reasonably be separated from the group files, however.
You may also withdraw consent to the continued collection, use or disclosure of your personal information, subject to certain limitations. For example, if you have subscribed to our mailing lists for promotional emails (e.g., newsletters, updates, etc.) you may unsubscribe at any time. We will inform you of any risks of withdrawing consent when you ask us.
6. We Respect Children’s Privacy.
In general, clients of any age are considered capable of refusing or providing consent as long as they possess the maturity to reasonably understand the information provided and can appreciate the consequences of their decisions.
Parents are often involved in the care of minors, but therapists strive to balance this involvement with respecting the child’s privacy. Generally, as children grow older, therapists give more weight to the child’s wishes when deciding what to share with parents. We encourage you to talk openly with your therapist about how this balance is managed during your sessions.
7. Questions and Concerns
If you believe that your personal information has been collected, used, or shared improperly, please reach out to our Privacy Officer, Trish McLean at Trish@TheStoryIsntOver.ca.
If you have any concerns with our privacy practices, you also have a right to file a complaint to your health privacy authorities, such as the Information and Privacy Commissioner of Ontario:
Online: www.ipc.on.ca/en/privacy-individuals/filing-a-privacy-complaint
By Mail: Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, ON M4W 1A8
Our therapists are registered under the College of Registered Psychotherapists of Ontario. You can also submit a complaint to the college here: https://crpo.ca/complaints-reports/.
Your Consent (Required)
By signing below, I understand and consent to having my personal information collected, used and disclosed in accordance with the above privacy notice.
Client Name (please print)
(Signature)
Parent/Guardian Name (if applicable)
(Signature)
Date :
Additional Information Regarding Our Services
Payment
Payment is due at the end of the session and can be remitted by cash or credit card. If paying by credit card your Jane account will securely keep your credit card number on file to simplify paying. Your credit card will be charged at subsequent sessions unless you specify otherwise.
Cancellation Fee
Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists' day that could have been filled by another client. As such, we require 48 hours notice for any cancellations or changes to your appointment. Clients who provide less than 48 hours notice, or miss their appointment, will be charged a cancellation fee of $135.60.
Services Under Canadian Law
All services are provided under Canadian law, whether you are accessing services in Canada or online outside of Canada.
Insurance Coverage
Most insurance plans cover Registered Psychotherapists, Registered Social Workers, and Registered Psychologists.
However, there are many different types of insurance plans. Some expensive plans cover all kinds of different therapists and give you a good chunk of change. More affordable plans may limit who you can see and how much they will pay.
For example:
- Some plans do not cover a therapist who is in supervised practice and does not have an independent license number. This applies to our psychology doctoral candidates and those still qualifying.
- Some plans only cover a Psychologist and a Social Worker, and not a Registered Psychotherapist – or Registered Psychotherapists and not Social Workers.
- Some plans cover a Social Worker with a Master of Social Work, but not a Social Worker with a Bachelor of Social Work.
It is very important that you check with your insurance company to find out exactly what they cover and verify that your plan covers the therapist you want to see.
When you speak to your insurance company, ask them:
- What professionals do they cover, Registered Psychotherapists, Social Workers, and/or Psychologists?
- Do they cover therapists who are in training to be Registered Psychotherapist, Social Worker, or Psychologist, and are currently supervised by a licensed therapist who retains all legal and ethical responsibility for their work?
- If you know which therapist you want to see, then you can tell them about that therapist’s practice and ask if you will be covered.
If you are seeing an intern, then call our office and find out if the intern is already an RP(Q) and then ask your insurance company if they will cover an intern who, is/or isn't, an RP (Q) and working under a licensed RP.
We will do our best to set you up with a therapist that is covered by your insurance plan, but we don’t know the particulars of your insurance plan. It is your responsibility to check that your insurance plan covers the therapist you want to see before you see them.
Unfortunately, we cannot backdate, change or edit invoices.
If you have any questions or concerns please call the front desk at 416 616 2207 or email the office manager at officemanager@thestoryisntover.ca.
Additional Consents
Consent to Communicate by Email (Required)
I consent to the clinic and/or my therapist communicating with me by email, through Microsoft office and through Jane app (www.janeapp.com) and accept that there is a risk that information exchanged by email may not be secure. Any personal health records will be sent as an encrypted attachment that will be locked and can only be opened by someone with the passcode.
Individual Clinical Supervision (Required for Interns)
Intern therapists working at The Story Isn’t Over are completing a post-graduate programs in psychotherapy. As part of their supervised practice, they work closely with one of our experienced Clinical Supervisors, regularly consulting with them about your treatment to gain valuable insights and feedback. These discussions are an integral part of their training, ensuring they provide you with the highest standard of care and tailored support to meet your needs effectively.
I consent to my intern therapist discussing my case and treatment plan with supervisors as part of their professional development and clinical supervision. [Required when working with intern therapists.]
Sharing Financial Details with Parents
(Required for Dependents Only)
We recognize that it is critical for teenagers and young adults to know that the information they share with their therapist is confidential and will not be shared with their parents or guardians. With the teen or young adults' permission the clinic may provide the parents or guardian with the following information:
- Cost of sessions.
- Financial information, such as invoices, receipts, billing and insurance details.
- Times/dates of your sessions.
Parents and guardians will not have access to a teen or young adults therapy notes or the content of therapy sessions, without additional consent. The only exception is if there is a clear risk of harm to the teen or others, or the safety plan developed requires the active involvement of a parent or another adult in the home to ensure safety.
I give my consent for The Story Isn’t Over to disclose the cost of my psychotherapy sessions, and the time and date of these sessions with my parent or guardian.
Disclosure to Insurance Plan or Group Benefits Providers
(Required For Insurance Purposes – Not Required if Paying Out of Pocket)
If your sessions are covered under insurance, we may need to disclose certain personal information with your insurer and/or plan administrator of your group benefits plan. The information we share with these companies may include name, date/time of session, cost of sessions, invoices, receipts, billing and insurance claim details.
These organizations may use and disclose this information for purposes as set out in their privacy policies, such as: (i) assessing eligibility for your claims; (ii) underwriting; (iii) investigating, auditing and otherwise administering the group benefits plan, including the investigation of fraud and/or plan abuse; and (iv) for internal data management and data analytics purposes.
Ultimately, your insurer and/or plan administrator is responsible for handling your personal information and we cannot control how they use your personal information. If you have any questions or concerns about how your personal information is handled by your insurer and/or plan administrator, please contact them directly.
Client Name (please print)
Client Signature
Parent/Guardian Name (if applicable)
(Signature)
Date
I consent to The Story Isn’t Over sharing my personal information with my insurer and/or plan administrator for the above purposes.
Direct Billing Benefit Assignment Form
(Required for Direct Billing)
We are pleased to offer our clients the option of benefit assignment, which allows us to bill your insurer/plan administrator directly on your behalf and receive payment for your covered services. This means you won't need to pay the full cost upfront or handle complicated insurance paperwork yourself. Instead, you'll only be responsible for your copay, deductible, or any services not covered by your plan.
While this arrangement simplifies the payment process for most clients and reduces initial out-of-pocket expenses, please be aware that you'll remain financially responsible for any charges your insurance denies. By signing this form, you're authorizing a direct financial relationship between our office and your insurance provider. You can revoke this authorization at any time with written notice to your insurer/plan administrator. You may obtain more information about direct billing on our website.
By signing below, you acknowledge and agree that:
- The insurer/plan administrator is under no obligation to accept this benefit assignment form.
- Any benefit payment made in accordance with this benefit assignment form will discharge the insurer/plan administrator of its obligations with respect to that benefit payment.
- In the event the benefit payment is made to you directly, the insurer/plan administrator will also be discharged of its obligation with respect to that benefit payment.
Client Name (please print)
Client Signature
Date
I consent to the assignment of benefits from my insurance plan to The Story Isn’t Over and authorize direct payment to this provider for services rendered, understanding that I remain financially responsible for any charges not covered by my insurance.
If I am a spouse or dependent, I confirm that I am authorized by the plan member to execute an assignment of benefit payments to the healthcare provider.
Peer Consultations and Shared Care Teams (Optional)
In team settings like The Story Isn’t Over’s multi-specialty group of therapists, confidentiality is thoughtfully upheld within your circle of care. This circle may include other psychotherapists at The Story Isn’t Over. However, unlike environments such as a family doctor’s office or hospital, where information sharing is assumed, psychotherapists must obtain your written consent to share information with other team members. This ensures your privacy is always respected.
With your permission, therapists may consult with one another about your care, but only when clinically appropriate. We ensure that any information shared is strictly limited to what is necessary and beneficial for your treatment.
I consent to my therapist sharing my personal information with other therapists at The Story Isn’t Over in my circle of care when it is clinically appropriate.
At The Story Isn’t Over, our multi-specialty team works collaboratively to ensure you receive the best possible care. In certain situations, we may engage in peer consultations, drawing on the unique specialties and insights of our team members to enhance your treatment plan. During these consultations, no personal identifying information is shared.
I give my consent for my therapist to share non-personally identifying information with other therapists at The Story Isn’t Over during peer consultations, to enhance my care.
With your permission, therapists may consult with another therapist at The Story Isn’t Over who is responsible for the care of another member of your family, such as your child, or parent. We recommend this, as it has the potential to greatly enhance care for your family. If you have any questions or concerns about this, please talk to your individual therapist.
I consent to my therapist consulting with other psychotherapists at The Story Isn’t Over who are treating other members of my family, when clinically appropriate.
If you wish, you can also request to add someone to your circle of care, such as your family doctor or a trusted family member, ensuring coordinated support tailored to your needs. Let us know if you would like us to share information with any person outside the clinic.
Consent to Video/Audio Recording Sessions (Optional)
Our clinic is committed to continuously improving the quality of care. With your consent, we may record your therapy sessions (video and/or audio) for training and supervision purposes. Only your therapists and their individual supervisor will see the videos. These recordings will be stored securely and deleted after use.
Even if you provide your consent, you may ask your therapist to turn off the recording device at any time or ask for recordings to be deleted.
I consent to the video and/or audio recording of my therapy sessions for the purpose of training and supervision purposes, with the understanding that the recordings will be securely stored and deleted after use.
We occasionally use recorded therapy sessions as educational resources and teaching tools for training purposes inside or outside our clinic. These recordings may be shared with professionals, students, or trainees to enhance learning and professional development. We will only use recordings with your explicit consent, and you may withdraw your consent at any time.
I consent to have my recorded sessions shared in a group training or teaching setting for educational purposes.
