Personal Information Protection and Privacy Policy
Last updated: 28 September 2026
Your privacy matters to us. This page explains how Feel Your Way Therapy collects, uses, shares, and protects your personal health information, and what you can do if you want to see your file or have a concern. It follows Ontario's Personal Health Information Protection Act, 2004 (PHIPA).
Who we are
Feel Your Way Therapy is a group psychotherapy practice in Toronto. Our team includes Registered Psychotherapists, Registered Psychotherapists (Qualifying), Registered Social Workers, supervised interns, and administrative staff. Feel Your Way Therapy is responsible for the health information in its care, including information held by the therapists and interns who work with us.
What personal health information is
Personal health information is information that identifies you and relates to your health or your care. It includes your mental and physical health history, the fact that you are our client, your session notes, how your care is paid for, and who can make decisions for you if you can't make them yourself.
Why we collect it
We collect your information mainly to provide you with psychotherapy: to understand what brings you in, to plan your care with you, and to notice how things change over time. We collect only what we need for that.
We also use your information for these related purposes:
Payment: billing you, your insurer, or a government program such as WSIB, IFHP, or NIHB.
Quality of care: reviewing our work, including through clinical supervision, so that you receive good care.
Training: our interns work under the supervision of registered clinicians, who review their work, including client files.
Our regulators: the College of Registered Psychotherapists of Ontario and the Information and Privacy Commissioner of Ontario may review our records as part of their work.
Telling you about our services, but only if you've said you would like to hear from us.
If the practice is ever sold: a potential buyer may review records to assess the business, but only after agreeing in writing to keep them confidential. We would let you know before transferring your records to a new owner.
When we share your information
Within Feel Your Way Therapy, your information is available only to the people involved in your care, such as your therapist and their clinical supervisor, and to staff who need it to run the practice. Outside the practice, we need your consent, for example when you ask us to send a letter to your employer or your file to another provider.
We share information without your consent only where the law allows or requires it. For example, to protect you or someone else from serious harm, to report that a child may be in need of protection, or to comply with a court order.
Some companies help us run the practice and may see limited information as part of their work: our practice management and booking software, AI note-taking tools (used only with your consent), our IT and website providers, bookkeepers and accountants, lawyers, payment processors, and cleaning and building services. We give them only the access they need, and they must keep it confidential.
Recordings and note-taking tools
With your consent, a session may be recorded for clinical supervision, or an AI tool may help your therapist write session notes. Both are optional, and you can say no or change your mind at any time. The details, including how long recordings are kept, are in the intake and consent form you complete before your first session.
How we protect your information
Your file is kept in secure, password-protected practice management software. Anything on paper is kept locked away.
Only people who need your information to care for you or run the practice can see it, and everyone on our team is trained in privacy.
Devices that hold client information are password-protected and encrypted.
Email and text are convenient but not fully secure, so we use them for client matters only with your consent.
How long we keep your information
We keep client files for at least 10 years after your last contact with us. If you were under 18 when you were last seen, we keep your file for at least 10 years after your 18th birthday. When records are destroyed, we destroy them securely so they can't be reconstructed.
Seeing and correcting your file
You have the right to see and get a copy of your file, with only a few exceptions set out in the law. To ask, contact our Privacy Officer (details below). We may ask you to put your request in writing and to confirm who you are.
We'll respond within 30 days. If your file is very large, or we need to consult someone, we may extend this once by up to 30 more days, and we'll tell you in writing how long and why.
Fees for a copy of your own file are limited to reasonable cost recovery, and we'll tell you the cost before we start.
If we can't give you access to part of your file, we'll explain why and tell you how you can complain.
If you believe something in your file is factually wrong, you can ask us to correct it. This applies to facts, not to your therapist's professional opinions. If we don't agree that there's an error, you can ask us to add a short statement of disagreement to your file.
If there is a privacy breach
If your health information is lost, stolen, or seen by someone who shouldn't have it, we'll tell you at the first reasonable opportunity. We'll explain what happened and what we're doing about it, and let you know about your right to complain to the Information and Privacy Commissioner of Ontario. Where the law requires, we also report the breach to the Commissioner.
Questions and concerns
Our Privacy Officer is Arkadiy Volkov. If you have a question, want to see or correct your file, or would like to make a complaint about how we've handled your information, please get in touch:
Phone: 437-915-9192
Mail: Feel Your Way Therapy, 455 Spadina Ave, Unit 202, Toronto, ON M5S 2G8
We'll look into any complaint and get back to you.
You also have the right to complain to the Information and Privacy Commissioner of Ontario:
2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8
Phone: 1-800-387-0073