Privacy policy

Mila Arsenijevic, MSW, RSW, Founder and Clinical Director, is the Health Information Custodian for this practice under PHIPA and acts as our Privacy Officer.

Privacy questions, access requests and complaints: hello@torontotherapypractice.com or (416) 892-8870. We respond within one business day and resolve substantive requests within 30 days.

Each therapist is also independently accountable to their own regulatory college, either the Ontario College of Social Workers and Social Service Workers or the College of Registered Psychotherapists of Ontario.

We use Google Analytics to understand which pages people find useful. It records pages viewed, approximate region, device type, and how you arrived. IP addresses are anonymised. We do not use it to identify individuals, and we have not enabled advertising or remarketing features.

We do not run advertising pixels from Meta, TikTok or similar on this site. We do not embed Instagram, Facebook or any other social feed on this site, so your visit here is not reported to Meta.

You can opt out of Google Analytics entirely using Google's browser add-on, or by using your browser's tracking protection. Nothing on this site stops working if you do.

Analytics cookies, which expire automatically. No advertising cookies. We do not use cookie walls, and declining or clearing cookies does not restrict anything.

We receive what you send, and we keep it only as long as needed to answer you. If you do not become a client, enquiry correspondence is deleted within 12 months.

Ordinary email is not a secure channel. Please do not send clinical detail, your health card number, or anything you would not want read by a third party. A sentence naming the general area is enough for us to help, and the rest can wait for a conversation on a secure platform.

Appointments are booked through Jane, a Canadian practice management platform with data stored in Canada. When you book, Jane collects your name, contact details and appointment information under its own privacy terms, and acts as our service provider for that information.

The free consultation requires only a name, an email and a time. It does not require payment details.

Where we link to hospital programs, regulatory registers, research or our own social profiles, those sites have their own privacy practices and we are not responsible for them.

Identifying and contact details, your reason for seeking therapy, relevant history, session notes, correspondence, any assessments or consent forms, and billing records. This is personal health information under PHIPA.

Only to provide and administer your care. Your therapist sees your record. Our client care coordinator sees scheduling and billing information in order to run appointments.

We disclose beyond that only with your written consent, or where the law requires it. The legal limits apply to every regulated therapist in Ontario and are the same ones your therapist will walk you through on your first call:

• a risk of serious harm to you or to another identifiable person
• reasonable grounds to suspect that a child is or may be in need of protection
• a court order, subpoena or other legal requirement
• mandatory reporting of sexual abuse of a client by a regulated health professional
• a college investigation or inspection under the Regulated Health Professions Act

Clinical records are never used for marketing, and we never contact you for marketing because you were a client.

Sessions are delivered over Jane's video platform, which is encrypted and hosted in Canada. Sessions are not recorded. Records are stored electronically with access controls and encryption, and our service providers are bound by written agreements to protect the information and use it only on our instructions.

Note that your own environment is part of the privacy picture. A private room and headphones do more for confidentiality than anything we can configure at our end.

Clinical records are retained for at least ten years after your last interaction with us, as our regulatory colleges require. Where the client was under 18, records are kept for at least ten years after their eighteenth birthday. After that they are securely destroyed.

You have the right under PHIPA to see your own record and to request a correction if something is inaccurate. Write to our Privacy Officer and we will respond within 30 days. There is no fee for a straightforward request.

Access can be limited only in narrow circumstances set out in PHIPA, such as where disclosure could reasonably be expected to cause serious harm. If we refuse any part of a request, we will tell you why in writing and explain how to challenge it.

If personal health information in our custody is lost, stolen or accessed without authorisation, we will notify you at the first reasonable opportunity, and notify the Information and Privacy Commissioner of Ontario where PHIPA requires it.

Start with our Privacy Officer at hello@torontotherapypractice.com. If you are not satisfied, or you would rather go directly to the regulator:

• Privacy: Information and Privacy Commissioner of Ontario, ipc.on.ca, 1-800-387-0073
• Conduct of a Registered Social Worker: Ontario College of Social Workers and Social Service Workers, ocswssw.org
• Conduct of a Registered Psychotherapist: College of Registered Psychotherapists of Ontario, crpo.ca

Complaining to a regulator will not affect the care you receive from us.

We aim to meet WCAG 2.1 Level AA on this website and to provide information in accessible formats on request, as the Accessibility for Ontarians with Disabilities Act requires. If any part of this site or our service is difficult to use, tell us at hello@torontotherapypractice.com and we will provide the information another way and fix the underlying problem.

We will update this page when our practices change, and the date at the top will change with it. Material changes affecting current clients will also be communicated directly.