Effective Date: January 1, 2023
Last Updated: October 22, 2026

At Spark Hope Counselling, we are committed to respecting and protecting the privacy, confidentiality, and security of your personal and health information.

This Privacy Policy outlines how Spark Hope Counselling ("we," "us," or "our") collects, uses, discloses, retains, and protects personal information in accordance with British Columbia’s Personal Information Protection Act (PIPA), federal privacy legislation (PIPEDA), and the ethical guidelines established by relevant professional counselling bodies in British Columbia.

1. Accountability and Privacy Officer

* Privacy Officer / Contact Person: Stephanie Juy
* Clinic Name: Spark Hope Counselling
* Email: info.sparkhope@gmail.com

2. What Personal Information We Collect

"Personal information" means information about an identifiable individual, including health and clinical information. We collect only the information necessary to provide you with safe, competent, and tailored counselling services.
This includes:

* Contact Information: Name, email address, phone number, physical address, emergency contact details.
* Demographic & Billing Data: Date of birth, insurance details, payment records, and third-party coverage details.
* Clinical & Health Information: Intake questionnaires, initial assessments, therapy/progress notes, health history, goals for therapy, and relevant correspondence.
* Website Data: Technical data collected when visiting our website (e.g., cookies, IP address, device information) used solely to improve site performance and functionality.

3. Electronic Practice Management System (Colib)

Spark Hope Counselling utilizes Colib—a Canadian-hosted Electronic Health Record (EHR) and practice management software—to manage scheduling, online booking, intake forms, secure client communications, telehealth sessions, billing, and clinical documentation.

*Canadian Data Residency: All data stored within Colib is hosted strictly within servers located in Canada in compliance with PIPA and PIPEDA.
*Encryption & Access Logging: Data is protected with end-to-end AES-256 encryption both in transit and at rest. Access controls and audit logging ensure that only authorized personnel have access to your client record.
* AI-Assisted Note Generation: We may utilize Colib's AI-assisted documentation features to assist in drafting clinical notes. All AI processing is strictly compliant with Canadian privacy standards:
* Audio recordings and transcripts generated during virtual or in-person sessions are processed securely.
* Data processed by the AI is never retained, shared with external parties, or used to train public/third-party AI models.
* All notes drafted by AI remain locked drafts until reviewed, edited, and signed off by your counsellor.

4. Purposes of Collection, Use, and Disclosure

We collect, use, and disclose personal information for the following purposes:

* To assess your needs and provide individualized counselling, therapy, or mental health support.
* To schedule appointments, send automated SMS and email reminders, and manage client files via Colib.
* To conduct secure telehealth video sessions through Colib's integrated browser platform.
* To process payments, issue insurance-ready receipts, or coordinate billing with third-party coverage providers.
* To adhere to clinical record-keeping standards and legal obligations required under provincial regulations.
* To communicate with you regarding administrative or clinical matters.

We will not collect, use, or disclose personal information for any purpose other than those stated above unless we have obtained your consent or are authorized or required to do so by law.

5. Consent

We collect, use, and disclose your personal information primarily with your express written or verbal consent.

* Obtaining Consent: Consent is usually obtained during the initial client intake process (e.g., via our Informed Consent & Intake Form).
* Withdrawing Consent: You may withdraw or modify your consent at any time, subject to legal or contractual obligations and reasonable notice. Please note that withdrawing consent may affect our ability to continue providing counselling services to you.

6. Exceptions to Confidentiality (Limits of Disclosure)

Under BC law (PIPA) and professional ethics guidelines, client confidentiality is strictly maintained. However, there are limited legal exceptions where we may be required or permitted to disclose your personal information without your consent:

* Risk of Serious Harm: If there is reasonable cause to believe that there is an imminent risk of serious physical or psychological harm to yourself or another person.
* Child Protection: If information indicates that a child (under 19 years of age) is in need of protection due to physical, sexual, or emotional abuse or neglect, under the Child, Family and Community Service Act of BC.
* Vulnerable Adults: If required under legislation protecting vulnerable adults from abuse or neglect.
* Court Orders & Subpoenas: If compelled by a court order, summons, or legal warrant issued by a court of competent jurisdiction.
* Regulatory Oversight: If requested by a professional regulatory body (e.g., during a practice audit or disciplinary investigation).

7. Safeguards & Security Measures

We take physical, administrative, and technological safeguards to protect your personal information from loss, theft, unauthorized access, disclosure, copying, or modification:

* Physical Safeguards: Locked filing cabinets, secure office spaces, and restricted physical access to client files.
* Administrative Safeguards: Strict internal privacy policies, staff training, and limited access to client records on a need-to-know basis.
* Technological Safeguards: Password protection, multi-factor authentication, end-to-end encrypted video platforms for virtual/telehealth sessions, and PIPEDA/PIPA-compliant Practice Management software (e.g., Colib).

8. Storage, Retention, and Disposal

* Storage Location: Client records and digital communications are hosted securely within Canada or on PIPEDA/PIPA-compliant cloud service providers that adhere to Canadian privacy standards.
* Retention: In accordance with professional standards in British Columbia, client records are retained for at least 10 years following the date of the last session (or 10 years after a minor client reaches the age of majority, 19).
* Disposal: After the required retention period expires, physical records are securely shredded and digital files are permanently and securely deleted.

9. Accessing and Correcting Your Information

* Access Rights: You have the right to request access to the personal information and clinical records we hold about you. Requests must be made in writing to our Privacy Officer. We will respond within 30 business days. Minimal fees may apply as permitted by PIPA.
* Correction Rights: If you believe your personal information is inaccurate or incomplete, you may request a correction. If the correction is verified, we will amend the record accordingly.

10. Website Cookies and Third-Party Links

Our website may use standard "cookies" or analytics software to optimize user experience. You can set your browser to refuse all cookies or notify you when a cookie is sent. Our website may also contain links to external third-party websites; Spark Hope Counselling is not responsible for the privacy practices of external websites.

11. Questions, Concerns, or Complaints

If you have questions, concerns, or wish to file a complaint regarding how Spark Hope Counselling handles your personal information, please contact our Privacy Officer first:

Spark Hope Counselling — Privacy Officer
Email: info.sparkhope@gmail.com

If we are unable to resolve your concern, you have the right to contact the regulatory body overseeing private sector privacy in British Columbia:

Office of the Information and Privacy Commissioner (OIPC) for British Columbia
PO Box 9038 Stn Prov Govt, Victoria, BC V8W 9A4
Phone: (250) 387-5629 | Toll-free: 1-800-663-7867
Website: www.oipc.bc.ca