Client Rights & Responsibilities

At Touchstone Family Association, we are committed to creating a safe, respectful, and supportive environment where every client feels empowered and heard. We follow all legal and ethical standards, and we believe that knowing your rights—and responsibilities—helps foster positive, collaborative relationships.

Your Rights

As a client of Touchstone Family Association, you have the right to:

Safety and Well-being

• Feel safe in all programs and services.
• Be free from abuse, neglect, humiliation, retaliation, or exploitation.
• Participate in services where safety procedures and trained staff are in place.
• Receive support and protection in situations involving threats of harm to yourself or others.

Respect and Inclusion

• Be treated with dignity and respect, regardless of your race, gender, age, sexual orientation, religion, beliefs, or personal background.
• Express your views and be heard without judgment.
• Be free from discrimination of any kind.

Informed Participation

• Be informed of your legal, civil, and human rights.
• Understand the policies that affect you during your involvement in services.
• Be included in decisions made about you and your family.
• Receive information in a way that is clear and understandable.
• Be supported in making informed choices at your own pace.

Privacy and Confidentiality

• Have your personal information kept confidential.
• Be advised of situations when confidentiality may need to be broken (e.g. safety risks or legal requirements).
• Consent to or decline photo, video, or audio recording during services.

Feedback and Concerns

• Share concerns or complaints about the services you are receiving.
• Be informed of the complaint process, and how to contact the Program Director, Executive Director, or Board of Directors.
• Be supported in accessing external complaint processes when applicable, such as the Ministry of Children and Family Development (MCFD) or the Office of the Representative for Children and Youth.

Access and Support

• Receive information about other resources or services if you choose to leave the program.
• Be supported in maintaining your cultural heritage and practicing your religion.
• Have access to interpreters if language or disability is a barrier to communication.
• Participate in appropriate social, recreational, and cultural activities.

Rights for Youth in Care

If you are a youth in care, you are also protected under the Child, Family and Community Services Act. These additional rights include:

• Access to food, clothing, shelter, and health care.
• Privacy and possession of your personal belongings.
• A say in decisions affecting your life, including your plan of care.
• Protection from corporal punishment.
• Access to education, cultural support, and recreational opportunities.
• The right to contact and speak privately with advocates, including lawyers, Members of the Legislative Assembly, and the Office of the Representative for Children and Youth.

To contact the Office of the Representative for Children and Youth, call 1-800-476-3933  or visit their website 

Visit Know Your Rights to learn about your rights as a young person in care. 

Your Responsibilities

Alongside your rights, we believe in shared responsibility to maintain a safe and respectful environment. As a client, you are responsible for:

• Respecting the safety, privacy, and well-being of others.
• Taking care of your personal health and participating in your care.
• Listening to others and being open to collaboration.
• Following program expectations and attending scheduled sessions.
• Respecting differences in others’ cultures, beliefs, and abilities.
• Taking responsibility for your actions and learning from mistakes.
• Keeping our environment clean and safe.
• Communicating your concerns with staff when needed.
• Learning about and respecting the rights and responsibilities of others.

We’re Here to Support You

Your counsellor or program staff will go over your rights and responsibilities with you and are available to answer any questions you may have. We are here to work with you in building a safe, empowering, and respectful experience throughout your time with Touchstone.