Counselling Canada Inc.
Helping Those Who Help Others
Client information
Client Policies
Clear information about your choices, appointments and what to expect from FRC Canada.
Your rights and choices
You can expect respectful care, clear information about services and fees, and an explanation of confidentiality and its limits. You can ask about your clinician’s qualifications, treatment options, anticipated benefits and risks, alternatives and what may happen if you choose not to proceed.
You can ask questions, request a pause, decline a proposed intervention or withdraw consent. Your clinician will explain any implications for safe care and discuss appropriate alternatives or referrals. Reading a policy or signing a form does not replace this conversation.
Care is individualized. Your therapist will work with you on goals and the pace of discussing difficult experiences; you do not need to describe your entire history at the first appointment.
Accessibility and accommodation
Tell us if you need information in another format or an adjustment to communication or appointments. Contact info@frccanada.ca or 1-888-415-3439 and explain what would help. Start with a general request; you do not need to put a diagnosis or detailed health history in ordinary email.
Appointments, fees and cancellations
Virtual psychotherapy is currently available to eligible clients in Ontario. Suitability, clinician availability and location eligibility are confirmed individually. A waitlist request does not confirm an appointment and is not monitored as an emergency service.
Appointments and fees
Fees are in Canadian dollars. Appointments are offered online.
- New client consultation: 15 minutes — free.
- Initial assessment: 75 minutes — $225.
- Standard therapy session: 60 minutes — $195.
- EMDR session: 90 minutes — $275.
Forms and documentation
- Simple form: $50 per form.
- Complex form: $97.50, equivalent to 30 minutes at the standard therapist rate of $195 per hour.
Your clinician will confirm whether a form is simple or complex and explain the fee before starting. Any work beyond the agreed scope and any additional cost will be discussed and agreed with you in advance. Requests for access to your clinical record are handled separately through our privacy process.
Cancellation and rescheduling
Please give at least 24 consecutive hours’ notice to cancel or reschedule, including weekends and holidays. Use Jane where available, email info@frccanada.ca, or call 1-888-415-3439 and leave a voicemail. Notice is measured from when your message is received, rather than when staff reply.
Appointments cancelled with less than 24 hours’ notice, or missed without notice, may be charged the full booked appointment fee. We consider unexpected operational demands, mandatory overtime, illness, family emergencies and disability-related accommodation needs individually; your clinician may waive or reduce a fee. There is no cancellation charge if we refill the appointment or your clinician cancels. The free 15-minute consultation has no cancellation fee.
If you are running late, contact us promptly. Your session will normally use the remaining booked time and end at its scheduled time. Technology failures are considered individually and are not automatically treated as a missed appointment.
Any cancellation or missed-appointment receipt will identify the charge accurately; your insurer may not reimburse it. We will explain this policy and obtain your agreement before applying it.
Insurance and payment questions
Confirm payment arrangements before booking. Ask your insurer whether your plan covers a Registered Psychotherapist, requires a referral or prior authorization, and what receipt details it needs. Jane supports booking and payment receipts; it does not guarantee reimbursement or direct billing. Confirm any third-party funding arrangement with the practice before relying on it.
Communication and professional boundaries
Use Jane for available appointment-management options. For administrative enquiries, call 1-888-415-3439 or email info@frccanada.ca. Ask us for the appropriate secure process before sending medical records, referral documents or detailed health information.
Ordinary email and text carry privacy risks. Discuss your communication preferences and available alternatives with the practice. Email, voicemail and social media are not suitable for urgent clinical support, and responses are not guaranteed immediately.
Social media provides general education, not therapy. Please do not use comments or direct messages for personal clinical concerns. Your clinician will explain boundaries around personal social accounts, outside contact, gifts and relationships outside therapy.
Respect and safety
Clients and personnel should be treated with dignity. Threats, harassment and discriminatory abuse are not acceptable. Safety concerns will be addressed proportionately, considering clinical circumstances and accommodation needs. Decisions about restricting or ending care must consider professional obligations and appropriate continuity arrangements.
Virtual sessions and interruptions
Choose a private setting for online sessions and discuss privacy or technology difficulties with your therapist. Agree on a plan for a lost connection and how to obtain help locally. If your clinician is unavailable or an interruption persists, the practice will discuss rescheduling and clinically appropriate alternatives.
Feedback and complaints
You can raise a concern without being penalized for doing so. Contact info@frccanada.ca or 1-888-415-3439 with a general request to discuss a concern. Ask for a secure way to provide sensitive details. Clinical concerns should be directed to clinical leadership; privacy concerns can be sent to privacy@frccanada.ca.
You may also contact your clinician’s professional regulatory college directly. For a Registered Psychotherapist in Ontario, this is the College of Registered Psychotherapists of Ontario (CRPO). Ontario health-information privacy concerns may be raised with the Information and Privacy Commissioner of Ontario (IPC). You do not need to complete our internal process before contacting an appropriate regulator.
FRC Canada is not an emergency or crisis service. For immediate danger, call 911 or go to the nearest emergency department.
© 2026 First Responder Counselling Canada Inc. · Version 1.0 · Effective October 16, 2026. Please link to the current policy rather than reproduce a version that may become outdated.
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Appointments & new clients
Joining the waitlist? Create your FRC Canada client account in Jane first, then sign in and add yourself to the waitlist. Registration and a waitlist request do not confirm an appointment.
We are accepting new clients. Check availability in Jane or call administration for help getting started. Suitability and location eligibility are confirmed individually.
Book an AppointmentRegister & Join the WaitlistCall 1-888-415-3439Existing client access
Use Jane to manage your appointments and access online sessions. You can also link your FRC Canada account to the optional Jane for Clients mobile app.
Set up the Jane mobile app (opens in a new tab)Client AccessServices & who we support
Explore counselling for first responders, helping professionals and their families.
Explore servicesWho we supportPhysician & healthcare referrals
Begin with a general enquiry. Ask about a secure referral pathway before sharing personal health information.
Referral informationContact our team
Call 1-888-415-3439Contact informationPlease do not send medical records or detailed health information by ordinary email.