1. Introduction

 

At Trellis Health, your privacy and trust are foundational to the care we provide. We understand that seeking mental health support requires courage, and we are committed to protecting your personal information with the highest standards of confidentiality and security.

This Privacy Policy explains how we collect, use, protect, and share your personal information when you visit our website or use our services. Trellis Health is based in Ontario, Canada, and we comply fully with the Personal Information Protection and Electronic Documents Act (PIPEDA) and all applicable Canadian privacy laws.

If you have any questions about this policy or how we handle your information, please don't hesitate to reach out to us.

 

2. What Information We Collect

 

We collect only the information necessary to provide you with excellent care and support. This may include:

Information You Provide Directly:

• Contact Information: Your name, email address, phone number, and mailing address

• Consultation and Booking Details: Information about your therapy needs, preferred session times, and the type of service you're seeking (individual, couples, or family therapy)

• Communication Content: Messages you send through our contact forms or email

• Downloaded Resources: When you download strategy guides or other materials, we may collect your email address to deliver these resources

Information Collected Automatically:

• Usage Data: Information about how you interact with our website, including pages visited, time spent, and navigation patterns

• Device Information: Your IP address, browser type, operating system, and device identifiers

• Cookies and Similar Technologies: Small data files stored on your device that help us improve your experience (see Section 7 for details)

Clinical Information (For Active Clients): Once you become a client, we collect health information necessary for your treatment, including clinical notes, treatment plans, and other therapeutic documentation. This information is subject to additional protections under healthcare privacy legislation.

 

3. How We Use Your Information

 

We use your personal information only for legitimate purposes related to providing mental health services and improving your experience. Specifically, we may use your information to:

• Provide Services: Schedule consultations, coordinate therapy sessions (in-person or online), and deliver the mental health support you've requested

• Communicate With You: Respond to inquiries, send appointment reminders, provide session confirmations, and share relevant updates about our services

• Deliver Resources: Send downloadable materials, strategy guides, and educational content you've requested

• Improve Our Services: Analyze website usage patterns to enhance user experience, optimize our booking process, and improve the accessibility of our resources

• Maintain Safety and Security: Protect against fraud, ensure the security of our platforms, and maintain the confidentiality of client communications

• Legal Compliance: Meet our regulatory obligations and respond to lawful requests from authorities when required by law

We will never use your information for purposes unrelated to mental health services without your explicit consent.

 

4. Consent

 

Your consent is essential to how we handle your information. By using our website, submitting forms, or engaging with our services, you consent to the collection and use of your personal information as described in this policy.

How We Obtain Consent:

• Express Consent: When you fill out a booking form, contact us, or download resources, you are providing explicit consent for us to use that information

• Implied Consent: By browsing our website, you consent to our use of cookies and analytics tools that improve your experience

Your Right to Withdraw Consent: You can withdraw your consent at any time by contacting us. Please note that withdrawing consent may limit our ability to provide certain services. For active clients, withdrawing consent for treatment-related information may affect our ability to continue providing care, and we will discuss the implications with you directly.

 

5. Sharing Your Information

 

We respect your privacy and do not sell, rent, or trade your personal information to third parties for marketing purposes.

 

We may share your information only in the following limited circumstances:

• Service Providers: We work with trusted third-party providers who help us operate our website, manage bookings, send emails, and provide analytics. These providers are contractually obligated to protect your information and may only use it to deliver services on our behalf

• Professional Consultation: In certain clinical situations, therapists may consult with other licensed professionals to ensure quality care. Any such consultation maintains strict confidentiality standards

• Legal Requirements: We may disclose information when required by law, court order, or legal process, or to protect the safety of individuals in emergency situations

• Business Transfers: In the unlikely event that Trellis Health is acquired or merged with another organization, your information may be transferred, but it will remain subject to this Privacy Policy

 

All sharing is done in compliance with PIPEDA and with appropriate safeguards to protect your privacy.

 

6. How We Protect Your Data

 

We take the security of your personal information seriously and implement multiple layers of protection:

 

Technical Safeguards:

• Secure Socket Layer (SSL) encryption for data transmitted through our website

• Encrypted storage systems for all personal and clinical information

• Regular security assessments and updates to our systems

• Secure, password-protected databases with restricted access

 

Physical Safeguards:

• Locked filing systems for any paper records

• Restricted access to offices and storage areas

• Secure disposal of documents containing personal information

 

Administrative Safeguards:

• Staff training on privacy obligations and confidentiality

• Clear policies governing access to and handling of personal information

• Confidentiality agreements with all team members and service providers

 

While we use industry-standard security measures, no system is completely immune to risk. We continuously monitor and improve our security practices to protect your information.

 

7. Cookies and Analytics

 

Our website uses cookies and similar technologies to enhance your experience and understand how visitors use our site.

What Are Cookies? Cookies are small text files stored on your device that help websites remember your preferences and analyze usage patterns.

 

Types of Cookies We Use:

• Essential Cookies: Required for the website to function properly (e.g., maintaining your session when filling out forms)

• Analytics Cookies: Help us understand how visitors interact with our site so we can improve navigation and content

• Functional Cookies: Remember your preferences and settings to provide a more personalized experience

 

Your Cookie Choices: You can control cookies through your browser settings. However, disabling certain cookies may affect website functionality, such as the ability to submit booking forms. Most browsers allow you to:

• View and delete cookies

• Block cookies from specific sites

• Block all third-party cookies

• Clear cookies when you close your browser

 

8. Third-Party Tools and Services

 

To deliver our services effectively, we use carefully selected third-party tools. These may include:

• Email Services: For delivering consultation confirmations, appointment reminders, and requested resources

• Video Conferencing Platforms: For secure online therapy sessions

• Booking and Scheduling Tools: To manage appointments and consultations

• Website Analytics: To understand visitor behavior and improve our site

• Payment Processors: For secure handling of payments (if applicable)

 

We choose providers that meet high privacy and security standards. These third parties are bound by confidentiality agreements and are prohibited from using your information for their own purposes. We encourage you to review the privacy policies of these third-party services when you interact with them.

 

9. Your Rights Under Canadian Law (PIPEDA)

 

Under PIPEDA, you have important rights regarding your personal information:

Right to Access: You can request a copy of the personal information we hold about you. We will provide this within 30 days of your request.

Right to Correction: If you believe any information we have is inaccurate or incomplete, you can ask us to correct it.

Right to Withdraw Consent: You may withdraw consent for us to use your personal information at any time, subject to legal or contractual restrictions.

Right to Complaint: If you believe we have not handled your information appropriately, you can file a complaint with the Office of the Privacy Commissioner of Canada.

Right to Know: You have the right to know what personal information we collect, how we use it, and who we share it with.

Right to Challenge Compliance: You can challenge our compliance with privacy principles and request an investigation.

To exercise any of these rights, please contact us using the information provided in Section 12.

 

10. Data Retention

 

We retain your personal information only as long as necessary to fulfill the purposes for which it was collected and to meet our legal and regulatory obligations.

 

Website Visitors: Information from website forms and general inquiries is retained for up to two years, or until you request deletion.

Active and Former Clients: Clinical records and treatment information are retained in accordance with professional and legal requirements, typically for a minimum of seven to ten years after the last service date, as required by healthcare regulations.

Marketing Communications: If you've signed up for resources or newsletters, we retain your contact information until you unsubscribe or request removal.

 

When information is no longer needed, we securely delete or anonymize it to prevent unauthorized access.

 

11. Updates to This Policy

 

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. When we make significant changes, we will:

• Update the "Effective Date" at the top of this policy

• Notify active clients via email when changes materially affect how we handle their information

• Post the updated policy prominently on our website

 

We encourage you to review this policy periodically to stay informed about how we protect your privacy. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.

 

12. Contact Information

 

Your privacy matters to us, and we welcome your questions, concerns, or requests regarding this policy or how we handle your information.

Trellis Health
[Insert Physical Address]
[Insert City, Province, Postal Code]

Email: connect@trellishealth.ca
Phone: 613-851-9186

Privacy Officer: [Insert Name and Title, if applicable]

 

If you have concerns about how we have handled your personal information and are not satisfied with our response, you may contact:

Office of the Privacy Commissioner of Canada
Website: www.priv.gc.ca
Toll-free: 1-800-282-1376

 

Thank you for trusting Trellis Health with your care. Your privacy and wellbeing are at the heart of everything we do.