Client Privacy Policy & Terms of Use

Portree Counselling Client Privacy Statement

Last Updated: October 9, 2025

At Portree Counselling (“Portree,” “we,” “our,” or “the Practice”), your privacy is our priority. We understand that seeking counselling often involves sharing deeply personal information, and we are committed to protecting your confidentiality and personal information at every step.

This Privacy Statement explains how we, meaning all counsellors, student counsellors, supervisors, and administrative staff who work with or on behalf of Portree, collect, use, store, and protect your personal information in accordance with the Personal Information Protection Act (PIPA) of British Columbia and in keeping with the British Columbia Association of Clinical Counsellors (BCACC) Standards of Practice. Each of PIPA and the BCACC Standards of Practice require us to safeguard your personal information and ensure it is only collected, used, and shared when necessary to provide our services and carry out our duties and with your consent.

Our Commitment to You

We are committed to maintaining your trust and confidentiality by ensuring your personal information is handled with care, respect, and transparency. Everyone who works at or with Portree is required to follow this policy and uphold the same standards set out herein.

What Personal Information We Collect

We collect only the personal information reasonably necessary to provide you with safe, effective, and professional counselling services. According to PIPA, ‘personal information’ refers to any recorded information about an identifiable person. For our purposes, this may include:

Your name, contact details, and emergency contact information
Basic demographic details such as age, gender, or relationship status (if you choose to provide them)
Health history, relevant background, and presenting concerns
Session notes, treatment plans, and progress updates
Billing and payment information

We will always explain what information we are collecting, why we need it, and how it will be used and are always available to answer any questions you might have either now, or in the future.

How We Collect Information

We collect personal information directly from you through:

Intake forms and consent documents
Conversations and counselling sessions
Email or telephone communications with you
Jane App (our secure online booking and record system)

We may also receive limited information indirectly, for example, from a referring physician or other professional, but only with your explicit consent.

How We Use Your Information

Your personal information is used only for purposes directly related to your care and our professional responsibilities, including, but not limited to:
Providing counselling and related services
Managing intake calls, scheduling appointments, billing, and administrative records
Coordinating care with other professionals (with your consent)
Receiving clinical supervision or consultation to ensure quality of care
Meeting our legal, ethical, and professional obligations

We will never sell or share your personal information for marketing or unrelated purposes.

Counsellors Under Supervision

Some counsellors at Portree are student counsellors or counsellors under supervision. This means they work closely with an experienced, qualified supervisor who provides guidance and support to ensure high-quality care. Supervisors may review case notes or discuss client progress with the supervised counsellor. Supervisors are bound by the same confidentiality standards as your counsellor.

You will always be informed if your counsellor is under supervision, and your written consent will include acknowledgment of this arrangement.

When and How We Share Your Information

We treat all client information as strictly confidential. Your information will only be shared:

With your consent, such as when you ask us to collaborate with another health professional or provide documentation.
In supervision, as described above
When required by law, including:
- If there is reason to believe you are at risk of seriously harming yourself or someone else,
  If a child or vulnerable person is in need of protection,
- If records are ordered by a court of law, or
- To comply with professional standards or regulatory investigations.

Whenever disclosure is required, we share only what is reasonably necessary and will inform you whenever possible.

Telehealth and Online Sessions

We offer sessions by phone or video through Jane App’s secure, encrypted platform. Jane App video sessions use peer-to-peer technology, meaning data flows directly between participants and is not recorded or stored. You may switch between phone and video sessions as needed.

While online sessions are convenient and accessible, they may also carry risks such as technical issues or challenges ensuring full privacy in your physical environment. We encourage you to choose a private location and to inform your counsellor if anyone else is present during your session.

Your counsellor will never record sessions without your consent.

How We Store and Protect Your Client Records

Your records are stored securely using Jane App, a Canadian-based encrypted practice management platform that meets privacy law requirements in Canada and British Columbia. Security measures include:

Password-protected and encrypted access
Role-based permissions (e.g., only supervisors can access trainee records when necessary)
Secure servers and encrypted data transfer
Locked storage for any paper record

We do not store client information on personal devices or unapproved cloud systems.

Electronic Communications and Third-Party Tools
We use secure third-party service providers to support our business operations, such as Google Workspace (for email) and Mailchimp (for newsletters). These providers may store limited personal information on servers located outside of Canada. We do not use these systems to store or transmit clinical records or sensitive counselling information. We take precautions to protect your information, but please note that email is not a fully secure form of communication. We recommend limiting email correspondence to scheduling or general inquiries and request that you do not include any sensitive information.

How Long We Keep Your Records

We keep client records for a minimum of seven (7) years after your last session, or seven years after you turn 19 (for minors), in accordance with BCACC standards. After that, your records are securely deleted or destroyed.

If your counsellor leaves Portree your records remain securely stored with us. Your records will not be transferred unless we receive your explicit written consent to do so.

Accessing or Correcting Your Information

You have the right to:

Request access to your client record
Ask for corrections to any factual errors
Withdraw or change your consent regarding how we use or share your information (unless required by law)

Requests can be made in writing, and we will respond within 30 business days, as required by PIPA.

If a Privacy Breach Occurs

In the unlikely event that your personal information is lost, stolen, or accessed without authorization, we will:

Contain the breach immediately;
Notify you as soon as possible;
Report the breach to the Office of the Information and Privacy Commissioner for BC (OIPC) if required; and
Review our processes to help prevent a future occurrence.

Questions or Concerns

If you have any questions or concerns about how your information is handled, or if you wish to exercise any of your rights under this policy, please contact our privacy officer:

Spencer Dawson
Email: info@portreecounsellingcompany.com
Phone: 778-532-9389

If you are not satisfied with how your concern is handled, you may contact the Office of the Information and Privacy Commissioner for BC at info@oipc.bc.ca or 1-800-663-7867.

Policy Updates

We review this policy and update it as needed to reflect changes in privacy laws or professional standards. The most recent version will always be available upon request or on our website.

Everyone practicing at Portree Counselling is committed to protecting your privacy, maintaining your confidentiality, and ensuring your information is treated with the utmost care and professionalism. Please do not hesitate to reach out at any time with any of your questions or concerns.