Important Information for Clients

Information about your Rights, Privacy, Confidentiality and Accessibility as a Skylark Client


Skylark Children, Youth & Families complies with the Accessibility for Ontarians with Disabilities Act, 2005 Government of Ontario Regulation 429/07 (Accessibility Standards for Customer Service). For more information, visit:

Skylark’s policies related to AODA are available upon request via email:
Skylark will provide upon request, and if available, accessible formats and communication supports for receiving feedback from persons with disabilities.


As a Skylark client, you have a right to:

  • Be treated with dignity, respect, and free from discrimination or harassment
  • Expect your personal information to be handled in a confidential manner and not be shared without your permission
  • Expect that you’ll be treated as an individual with a professional and caring response that recognizes uniqueness including preferences based on sexual, ethnic, spiritual, linguistic, or cultural factors
  • Expect that if you live in our residence we’ll do our best to make it a warm and welcoming home
  • Expect that we’ll share your information with you, answer your questions and that you’ll be included in the planning for your service

As a Skylark client, you have a responsibility to:

  • Participate in the planning for your service at Skylark
  • Treat staff, fellow clients and visitors with dignity, respect, and free from discrimination or harassment
  • Attend meetings or services or let us know in advance that you can’t make it

Diverse group of youth in classroom in Day Treatment program, important information


When we must gather personal information from our clients, we fully explain why we need it and how we’ll use it. Unless required by law, we do not disclose personal information without your permission or consent.

Skylark strives to keep accurate, complete and current records of personal information.

We make every effort to protect personal information from being lost, stolen or inappropriately adjusted, accessed, shared or copied.

If you are concerned that your privacy has been breached, please contact the Privacy Officer at 416-482-0081.


All Skylark employees, placement students and volunteers must sign a confidentiality agreement prior to commencing work. However, in cases where our clients are at risk of being physically, sexually and/or emotionally harmed, or there’s an imminent danger to individuals or property, Skylark Children, Youth & Families is obligated by law to break confidentiality.

The Child and Family Services Act requires Skylark employees, placement students and volunteers to report any instance of a youth in need of protection to the appropriate authorities. The Ministry of Children and Youth Services guidelines state those clients who wish their files to be destroyed must wait until their 28th birthday and make their request in writing.

Electronic communication includes the use of cellular phones, email, voicemail, video calling, social media outlets, etc. Electronic communication may be used for the purposes of programming and communication with Skylark staff. Skylark clients understand that if they choose to communicate by email/text/video, complete confidentiality is out of our scope and can’t be guaranteed.

Skylark clients must be aware that if you choose to communicate by email/text/video with Skylark staff, complete confidentiality is out of our scope and can’t be guaranteed.

Examples of electronic communication where security can’t be guaranteed:

  • Using a public computer, sharing a personal computer or cell phone
  • Leaving or storing confidential information on any computer screen or cell phone
  • Loss of computer and/or other electronic devices (cell phone, smart phone)
  • Computer being hacked or using monitoring software
  • If you want to register a complaint

Skylark Children, Youth & Families is committed to offering the best service possible. Your insights, opinions, thoughts, and suggestions are important to us. We encourage you to comment on our performance, even if it’s to register a complaint.


You can register a complaint in writing or by speaking with your worker. If you want to submit your complaint in writing, please place your comments in an envelope, seal it and address it to May Chiu, Executive Assistant. Leave the envelope with Reception Staff. The envelope will be given to one of our senior management team. Ask anyone at Skylark for a copy of our complete Complaint Procedure.

You can contact May Chiu, Executive Assistant at 416-482-0081 and she will direct your complaint to the appropriate senior management staff.

If you have a complaint related to the appropriateness of your residential placement please call Skylark’s R.P.A.C. Office at 416-482-0081 x 233.

The new Children and Youth unit is a dedicated team within the Ombudsman’s Office that has been set up to answer questions, provide information about the rights of children and youth, conduct investigations, as well as assess and investigate complaints from young people and adults who may have concerns about services provided under the Child, Youth and Family Services Act, 2017 (CYFSA).

To make a complaint, or for more information on the Children and Youth unit, please visit the Ombudsman’s website at or contact the unit at 1-800-263-2841 or 416-325-5669.

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