Client Bill of Rights


The Client Bill of Rights reflects the organization’s mission, values and guiding principles and is a key factor in the planning, delivery and evaluation of services provided at the Society. All clients can reasonably expect to be provided a full range of services, including individual support, referral services, support groups, educational workshops and information resources.

supporting a senior holding a cane

The Society shall ensure that the following rights of its clients are fully respected and promoted:

  1. To be dealt with in a respectful manner and to be free from physical, sexual, mental, emotional, verbal, and financial abuse by the Society.
  2. To be dealt with in a manner that respects the client’s dignity and privacy and that promotes the client’s autonomy and participation in decision-making.
  3. To be dealt with in a manner that recognizes the client’s individuality and that is sensitive to and responds to the client’s needs and preferences, including preferences based on ethnic, spiritual, linguistic, familial, and cultural factors.
  4. To receive services free from discrimination on any ground of discrimination prohibited by the Human Rights Code or the Canadian Charter of Rights and Freedoms.
  5. To receive services in a culturally safe manner, for those clients who are First Nations, Métis, or Inuk.
  6. To have access to clear information about their services.
  7. To participate in the assessment of their needs, development of their care plan, reassessment of their needs and revision of their care plan.
  8. To designate a person to be present with them during assessments.
  9. To designate a person to participate in the development, evaluation, and revision of their care plan.
  10. To receive assistance in coordinating services from the health service provider or Ontario Health Team when receiving more than one home and community care service.
  11. To give or refuse consent to the provision of any service.
  12. To raise concerns or recommend changes in connection with the service provided to them and in connection with policies and decisions that affect their interests, without fear of interference, coercion, discrimination, or reprisal.
  13. To be informed of the laws, rules and policies affecting the operation of the Society, including this Client Bill of Rights, and to be informed, in writing, of the procedures for initiating complaints about the Society.

*Adapted from the Connecting Care Act, 2019