Privacy Policy

Privacy Policy for Fresh Hope Counselling Ltd.

Effective Date: Nov 10^th, 2025
Last Updated: Nov 10^th, 2025

1. Introduction

At Fresh Hope Counselling Ltd. (“we,” “our,” “us”), we are committed to protecting your personal information and upholding the highest standards of confidentiality and professional ethics.

We operate in compliance with Alberta’s Personal Information Protection Act (PIPA) and all applicable professional regulations. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal and health information when you engage with our counselling services — whether in person, online, or through our secure platform, Jane App (“Jane”).

By accessing or using our services, you consent to the collection, use, and disclosure of your information as described in this policy.

2. Information We Collect

We collect only the information necessary to provide you with professional counselling services, manage our operations, and meet our legal and ethical obligations. This may include:

Personal Information – such as your name, date of birth, address, phone number, and email address.
Health and Counselling Information – including relevant health history, mental health concerns, treatment goals, progress notes, and referrals.
Administrative Information – including billing details, insurance claims, and payment information.
Website and Technical Information – non-identifiable information such as IP address, device type, and general analytics data if you use our website or online booking system.

3. How We Collect Information

We collect personal information through:

Intake forms and consent forms completed via our secure Jane App platform or website.
Counselling sessions and communications (in-person, by phone, email, or secure video).
Referrals from another professional or third party (with your consent).
Automated means such as cookies and analytics when you visit our website (for performance and security purposes).

4. How We Use Your Information

Your information is used to:

Provide counselling, therapy, and related services.
Schedule and manage appointments and communications.
Maintain accurate, secure clinical records.
Process payments, invoices, or insurance claims.
Comply with legal, ethical, and professional standards.
Improve our services and ensure continuity of care.

We do not sell or share your information for marketing purposes.

5. Confidentiality and Disclosure

Your information is kept strictly confidential. We will not share or release your information without your explicit consent, except as required or permitted by law.

Under Alberta law, disclosure without consent may occur in the following circumstances:

When there is reason to believe you or another person is at risk of serious harm.
When there is suspected abuse or neglect of a child, dependent adult, or elder.
When records are subpoenaed or ordered by a court.
When required by law to report unsafe practices or other regulated matters.
When requested by a professional regulatory body for audit or complaint review purposes.

Whenever possible, you will be informed before any such disclosure is made.

6. Use of Jane App

We use Jane App as our secure, encrypted practice management system for all record-keeping, appointment scheduling, online intake forms, telehealth sessions, and payment processing.

Jane is PIPA- and HIPAA-compliant, and stores data securely in Canada. All information submitted through Jane is encrypted in transit and at rest.

For more details about Jane’s privacy and data security practices, please refer to:

By using our services through Jane, you acknowledge and accept Jane’s privacy and security policies in addition to ours.

7. Data Retention and Record Storage

In accordance with Alberta College of Social Workers, College of Alberta Psychologists, or other applicable professional standards, we retain client records for a minimum of 10 years following the date of the last service provided, or 10 years after a minor client reaches the age of majority (18 years) — whichever is longer.

After this retention period, records are securely destroyed or deleted from our systems in accordance with professional and legal requirements.

8. Your Rights Under PIPA

Under Alberta’s Personal Information Protection Act (PIPA), you have the right to:

Access your personal information or clinical record.
Request corrections to inaccurate or incomplete information.
Withdraw consent for the collection, use, or disclosure of your information (subject to legal, ethical, or contractual restrictions).
Ask questions or raise concerns about how your information is handled.

Requests may be made in writing to our Privacy Officer at the contact information below. We will respond within 45 days, as required by law.

9. Data Security

We take all reasonable precautions to safeguard your personal information from loss, misuse, or unauthorized access. These measures include:

Secure, password-protected, and encrypted systems.
Encrypted email and video platforms for online counselling.
Limited access to client files (authorized personnel only).
Regular privacy training for all staff and contractors.

If a privacy breach occurs, we will take immediate steps to contain the breach and, where required, notify you and the Office of the Information and Privacy Commissioner of Alberta (OIPC).

10. Website and Third-Party Services

Our website or communications may include links to third-party services such as Jane App or payment processors. While we carefully choose trusted providers, we are not responsible for their privacy practices. We encourage you to review their privacy policies before submitting personal information.

11. Updates to This Policy

We may update this Privacy Policy periodically to reflect changes in legal requirements, technology, or our practices. The updated version will be posted on our website with a new “Last Updated” date.

12. Contact Information

If you have any questions or concerns about this Privacy Policy, or wish to access or correct your personal information, please contact:

Office:
Fresh Hope Counselling Ltd.
16406 100 Avenue NW
Edmonton, Alberta, T5P 4Y2
(780)487-3456
info@freshhope.ca
https://freshhope.ca