At WoodGreen, we want our clients to feel welcomed, heard, respected, and supported in ways that reflect your needs, goals, rights, and responsibilities. This page explains what you can expect from us, how we protect your privacy, how to share feedback or concerns, and where to find more information.
WoodGreen Community Services is committed to creating a Toronto where everyone can thrive. We believe in empowering individuals to become more self-sufficient by removing barriers and providing the tools and support they need to succeed. These tools and supports take the form of holistic, wrap-around services designed to create long-term positive change, improve overall well-being, and reduce poverty.
Our approach is trauma-informed, clarity-driven, and client-centered. We meet people where they are and support them on their journey toward their personal goals. We are proud to foster an inclusive and diverse environment for both our staff and the communities we serve.
Click here for our diversity journey and equity statement.
When you come to WoodGreen, you can expect a safe, welcoming space where your needs are heard and respected.
From your first visit, our staff will take the time to listen and connect you to the right services and programs. If we don’t directly offer the service or program you’re looking for, we will do our best to refer you to a wide range of trusted partners and collaborators.
Whether you need one-time, short-term, or long-term support or resources, we will work with you to determine next steps or a personalized plan. And we’re here to answer any questions or hear any concerns along the way.
A client noted: “Being able to communicate and work with [WoodGreen] virtually is great. [My] counsellor was fantastic, understanding, and very accommodating. [It was] easy to contact my counsellor when needed.”
WoodGreen offers services in-person, over the phone, and virtually. However you access services, WoodGreen staff and volunteers are trained to protect your privacy and keep your information confidential. WoodGreen is committed to providing accessible, person-centred services through any methods of delivery that are safe, effective, equitable, secure, and responsive to client needs. While some of our programs are designed to be in-person only, if you have any questions about alternate service delivery, such as receiving services virtually, reach out to your program manager via email or phone to understand available accommodations.
To provide the best possible service, WoodGreen ensures that staff and volunteers receive training on the organization’s policies, procedures, client service standards, and approaches to care. Teams also receive specialized training related to the programs and services they deliver.
As one client shared, “[The WoodGreen] staff member was genuine and authentic. [Their] warmth restored much of the skill and ability lost due to the stress of taking care of [a] family member.”
This ongoing learning helps staff and volunteers provide safe, respectful, inclusive, and high-quality support to every client they serve.
At WoodGreen Community Services, our clients come first. This Bill of Rights and Responsibilities sets out what you can expect from us and how we will work together. It reflects our commitment to anti-oppressive, trauma-informed, harm reduction–based, and culturally safe service, and these rights take priority over organizational convenience.
For health care and community services, these rights are grounded in the Connecting Care Act, 2019 and Ontario Regulation 187/22, s. 9. For clients in our housing programs, they also reflect your protections as a tenant under the Residential Tenancies Act, 2006 (Ontario).
To help us provide the best possible service and maintain a safe, respectful community, we ask that you:
Please note: This Client Bill of Rights and Responsibilities may not reflect all program-specific needs or expectations. Individual services and programs may have additional rights and responsibilities, which clients will be given access to at the beginning of their service.
Your feedback helps us create better services and a stronger community. Every piece of input, whether it is a compliment, suggestion, or concern, is valuable in helping WoodGreen fulfill its mission of better serving Toronto’s communities.
As a client-centered organization, we value your perspective. Our services reflect what matters most to our clients.
You can share feedback by:
WoodGreen is committed to providing high-quality services and addressing client concerns promptly, fairly, and respectfully. Clients have the right to raise concerns or make complaints at any time, either verbally or in writing, about any aspect of their service experience, including timeliness, quality of service, staff decisions, or the service environment. Concerns can be shared without fear of reprisal, and all complaints are taken seriously.
At the start of service, clients receive clear information about their services, rights, staff contacts, and the complaint and appeal process. Information is provided in ways that help reduce barriers such as language or literacy challenges.
When a complaint is received, staff review the process with the client and document the concern. Managers acknowledge complaints within one business day, begin an investigation promptly, and provide a response within 14 days. If a client is not satisfied with the outcome, the concern may be escalated to senior leadership and, where appropriate, to external appeal bodies.
WoodGreen respects client privacy and confidentiality. Client information is only shared within the client’s circle of care when necessary to support service delivery and in accordance with applicable privacy legislation. WoodGreen does not sell client information and does not share personal information with external parties without consent, except where required or permitted by law.
For WoodGreen’s full privacy policy, click here.
WoodGreen is committed to protecting your personal information and keeping it confidential. The organization follows strict legal rules to ensure your information stays private, is used only for the purposes explained to you, and is stored securely.
WoodGreen collects personal information only with your consent or as required by law. This may include contact details, information about your needs, and, when necessary, personal health information. This information helps WoodGreen provide services, make referrals, evaluate programs, conduct research, and maintain high-quality records.
Only staff directly involved in your care or supervision can access your client record, and WoodGreen uses secure systems, passwords, and policies to protect your information. In certain situations—such as risk of harm, child protection concerns, or legal orders—WoodGreen may be required to release information without consent.
Clients have clear rights regarding their information. You can request to see your record, ask for help understanding it, request corrections, refuse or withdraw consent for sharing, or ask for the privacy policy to be explained.
WoodGreen also collects limited information from website visitors, including anonymous data from cookies and technical details like browser type or IP address. Personal information submitted online—such as contact details or payment information—is protected through secure servers and encryption.
If you have questions or concerns about how your information is handled, you can contact WoodGreen’s Privacy Officer here. If an issue cannot be resolved, you may reach out to Ontario’s Information and Privacy Commissioner.
How do I access services at WoodGreen?
You can access WoodGreen services by reaching out directly to the program that fits your needs and completing an intake (through phone, email, or an online form) and staff will guide you to the right program. During your first visit, you’ll get clear information about the services available to you, any eligibility requirements, and the contact details for the staff who will be supporting you.
Can I access more than one service at a time?
Yes! Depending on your needs and eligibility, you may be able to access more than one WoodGreen service or program at the same time. WoodGreen takes a holistic approach to supporting clients, and staff can help connect you with additional programs, services, or community resources that may support your goals. If you are interested in another program/service, speak with a staff member to learn more about your options.
Can WoodGreen help me access services from other organizations?
Yes! Staff regularly make referrals to partner agencies, community programs, health services, and government supports when those resources are the best fit for your needs. During your intake or at any point in your service, you can let staff know what you’re looking for, and they’ll help connect you, share information, and guide you through any steps or documents required.
What can I expect during my first visit or intake?
Depending on the program and how you connect with us, our staff will guide you through the intake process and ensure you have all the information needed. Staff will also give you the names and contact details of the people supporting your program, along with your rights as a client and how to raise concerns or make a complaint. Information is shared in a way that’s easy to understand and designed to reduce barriers, whether related to language, literacy, or communication.
Are WoodGreen's services free?
WoodGreen offers a wide range of programs, and while some have fees, many are completely free. Each program webpage includes a Quick Facts section where any costs are listed beside the $ icon, so you can easily see whether a service has a fee before you get started.
What if I can’t attend a program in-person?
Although some of WoodGreen’s services can only be offered in-person, we have expanded many of our programs to be offered virtually or over the phone. If a client has any concerns about how to access the program, they can connect with the program manager to discuss their options.
What accommodations are available for language, disability, or communication needs?
WoodGreen is committed to making our services accessible. We can provide accommodations for many language, disability, and communication needs. Speak with staff about any accommodation you require.
How do I know if I'm eligible for a service or program?
You can check your eligibility by visiting the webpage for the program you’re interested in. Each service page includes a Quick Facts section that clearly lists the Eligibility Requirements. This section explains who the program is designed for, what criteria you need to meet, and whether any documents or assessments are required. If you’re not sure which program fits your needs, WoodGreen staff can help guide you and walk you through the eligibility details, so you know exactly what you qualify for.
Will raising a concern/complaint affect my services?
Raising a concern will not affect your services at WoodGreen. Clients have the right to speak up about their experience without fear of negative consequences, and staff are required to treat all clients fairly when a complaint or concern is brought forward. Your feedback is used to improve services, not limit access to them.
What happens after I make a complaint?
Once you make a complaint, a staff member will explain the complaints process and document your concern. A manager will acknowledge your complaint within one business day and begin reviewing it right away. WoodGreen aims to provide a response within 14 days.
All complaints are taken seriously and handled fairly, respectfully, and without affecting the services you receive. If you are not satisfied with the outcome, you may request that your concern be reviewed by senior leadership and, where applicable, an external appeal body.
For questions specific to Housing, please read here.
Our team is here to support you and connect you to the resources you need! If you have questions about a service, your rights as a client, accessibility accommodations, privacy, or the complaints process, please contact us.
Email us at [email protected] or call us at (416) 645-6000.