Client Rights and Responsibilities

Vibrant is committed to providing equitable, client-centred, respectful, and accessible care and to promoting a safe, respectful, inclusive, and supportive environment for everyone.

Client Rights

As a client, you have the right to:

• Be treated with respect, dignity, and compassion in a safe, inclusive, and non-judgmental environment.

• Receive care that is free from harassment and discrimination.

• Have your personal and health information kept confidential in accordance with applicable privacy laws, except where collection, use, or disclosure is required or permitted by law.

• Receive clear, understandable information about services and treatment options.

• Give, withhold, or withdraw informed consent to services or treatment, where permitted by law, and understand the potential consequences of those decisions.

• Be actively involved in decisions about your care and services, including setting goals, asking questions, and determining your circle of care.

• Access services in an environment that promotes physical, emotional, cultural, and psychological safety.

• Request access to your personal or health information, including requesting corrections where appropriate, in accordance with applicable policies and legislation.

• Receive information in a way that is understandable and, where possible, responsive to language, cultural, and accessibility needs, including reasonable accommodation where available.

• Receive assistance with referrals or coordination with other services when needs fall outside Vibrant’s scope or when additional support is required.

• Share concerns, provide feedback, or make a complaint without fear of retaliation, and have those concerns addressed in a timely and respectful manner.

• Be informed about program eligibility, availability, and any limitations to services offered, including potential wait times for service.

Client Responsibilities

As a client, you are expected to:

• Interact respectfully with staff, volunteers, students, and other clients at all times, including through verbal communication, tone, body language, and behaviour.

• Refrain from violence, threats, intimidation, harassment, discrimination, or other behaviour that could compromise the safety or well-being of others.

• Provide accurate, truthful, and complete information when communicating with staff to support safe and appropriate care.

• Comply with all Vibrant policies and procedures, including program-specific rules and expectations.

• Follow all infection prevention and control measures as required by public health and Vibrant.

• Understand that access to services depends on eligibility, available resources, clinical assessment, and program capacity.

• Make reasonable efforts to attend scheduled appointments on time or provide notice if unable to attend, in accordance with program policies.

• Respect the privacy and confidentiality of other clients at any Vibrant location.

• Treat Vibrant facilities, equipment, and furnishings with care.

• Keep personal belongings secure. Vibrant is not responsible for lost, stolen, or damaged items.

• Refrain from using or distributing illicit drugs or alcohol on Vibrant premises unless part of an approved harm reduction program.

• Refrain from bringing weapons or dangerous items onto Vibrant property, engaging in illegal activities, damaging or misusing Vibrant property, or interfering with the delivery of care or services.

• Refrain from recording staff, volunteers, or other clients without their consent where prohibited by law or policy.

This section provides a summary of client rights and responsibilities. For complete information, including how Vibrant may respond to non-compliance, please refer to the Client Bill of Rights and Client Code of Conduct, click the button below.