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Privacy and confidentiality

Family Services of Greater Vancouver (FSGV) handles information in accordance with the Personal Information Protection Act (British Columbia) and the Freedom of Information and Protection of Privacy Act (Canada). Information about the substance of these acts is made available at FSGV branch offices. Questions and/or complaints regarding privacy and confidentiality as they directly pertain to the programs and services delivered by FSGV may be directed to the agency’s Privacy Officer; in addition, agency staff will advise clients of their rights with regard to privacy and confidentiality.


Code of Ethics

We shall maintain the best interests of our clients as the primary professional obligation.

We shall put personal safety and freedom from harm first in our decisions regarding what constitute the best interests of our clients.

We shall respect the intrinsic worth of all persons we serve in our professional relationships with them.

We shall act in ways that acknowledge both diversity and oppression, and promote the reduction of systemic and institutional barriers to the well being of our clients.

We shall conduct our professional duties and obligations with integrity and objectivity.

We shall ensure that our professional, personal, and occupational interests do not affect our relationships with clients, our judgement, or our competence.

We shall protect the confidentiality of all professionally acquired information. We shall disclose such information only when required or allowed by law to do so, or when clients have consented disclosure.

We shall promote services, programs, and the agency in ways that are consistent with this Code of Ethics, with agency policy, and with standards of practice outlined by the various accreditation and registration boards that govern our professions.

We shall promote excellence and maintain competence in the delivery of services and in our professions.

We shall advocate for change in the best interests of our clients and for the overall benefit of society.

This code is adapted from the Code of Ethics for the Board of Registration for Social Workers in British Columbia and has been revised.

Grievance Process

FSGV respects the right of all children, youth and families to be heard, informed and involved in decision making in matters affecting them. In keeping with this, all participants in agency programs, and in the case of children, their parents/guardians, have the right to grieve or complain about any program decisions or actions impacting on their lives or the lives of their children.

A statement of grievance or complaint may be taken to any of the following:

  • the person with whom they have the complaint, or
  • a staff member with whom they feel comfortable, or
  • the program manager, or
  • the program’s vice president.

An initial response will be given within 15 working days. FSGV implements a step grievance procedure which is described in our policy (PDF).

The filing of a grievance will not result in retaliation or barriers to service.