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DFKC Parent Support Hub powered by TELUS Health

DFKC Parent Support Hub powered by TELUS Health

Privacy Policy

The Parent Support Hub counselling services on our website are powered by TELUS Health (formerly Lifeworks), an organization that provides trusted comprehensive mental health and wellbeing support.

DFKC is providing this free chat and phone counselling support service for Canadian parents (and families). This service is powered by TELUS Health to provide parents the opportunity to speak confidentially with professional counsellors 24 hours a day, 7 days a week. Counsellors will be on hand to provide short term suggestions and solutions to mental health and substance use issues with their kids.  The Parent Support Hub does not replace long term counselling or treatment.

Personal information and personal health information are highly sensitive and are collected under implied consent.

Before you chat with or speak to a professional counsellor, you will be asked to confirm that you have read the statement of understanding. If you do not confirm or reply “no” when prompted to agree, you may not be able to use this service.

DFKC and TELUS Health are committed to protecting your privacy.

DFKC and TELUS Health are committed to protecting the confidentiality and privacy of the personal information and/or personal health information of its donors, employees, service delivery partners, service users (texting and counselling), service users of our website, peer-to-peer service users, website users and board members, collectively referred to as stakeholders. This Privacy policy applies to full/part time permanent or contracted employees, volunteers, contractors, consultants, temporary employees from agencies, and all personnel affiliated with third party service providers; hereinafter referred to as associates.

No one at Drug Free Kids Canada (DFKC) or TELUS Health will release your name or any information about you or your counselling to anyone outside of DFKC or TELUS Health without your informed, voluntary, and written consent, except as outlined below:

  • “Duty to Report” When we are required by law to disclose what would otherwise be confidential information, such as when we believe you may pose a risk of serious injury to yourself or others, there is suspicion of child abuse as defined by applicable government legislation or we are served with a properly executed court order.
  • Third party professional auditors may examine files to evaluate the DFKC Parent Support Hub and validate the administrative information in this clinical file. These auditors will not be employees of DFKC or TELUS Health.

Privacy and Security

We take your privacy and security very seriously.

TELUS Health is compliant with all Provincial, Federal and International privacy requirements, including HIPAA, Safe Harbour and a Privacy Officer.  You may view the privacy policy online at  If you have any concerns about these services, please contact the Lifeworks Privacy Officer.

By regular mail :              

Privacy officer
895 Don Mills Road
Tower One, Suite 700
Toronto, ON M3C 1W3

By electronic mail:

Risks, Use of Service

You assume all risk for use of the service. Neither DFKC or TELUS Health nor any of our employees, Counsellors, agents, service providers, or any other entities with whom DFKC or TELUS Health has contracted shall have any liability for (1) actions taken by you or a third party, or not taken by you or a third party, or (2) the unavailability of the service, and you agree to indemnify us and hold us harmless for damages arising out of (A) your use of the Service, (B) your breach of these Terms, (C) your violation of the law, (D) claims asserted by third parties that you are in breach of these Terms or (E) information provided by you through DFKC or TELUS Health . Without limiting the foregoing, in no event shall DFKC or TELUS Health be liable for any special, incidental, consequential, exemplary, or indirect damages.

The service is provided on an “as is” basis and “as available” basis. DFKC and TELUS Health expressly disclaim all warranties of any kind, whether express or implied, including, without limitation, the implied warranties of merchantability, fitness for a particular purpose and non-infringement. Without limiting the generality of the foregoing, DFKC and TELUS Health make no warranty that the Parent Support Hub will (A) meet your requirements; (B) be uninterrupted, timely, secure, or error-free; or (C) meet your expectations. The foregoing disclaimers of liability apply to all damages or injury, including those caused by any failure of performance, error, omission, interruption, deletion, defect or delay in operation or transmission, whether for breach of contract, unlawful tortious behaviour, including negligence, or any other cause of action.

Counselling Cancellation Policy: We require that all clients provide their counsellor with at least 24 hours’ notice of an appointment cancellation.

Children’s information

We will not knowingly collect, use or share personal information if you are under the age of majority in your area without the permission of your parent or guardian. If you are under age and want to access our counselling and wellness services, your parent or guardian needs to contact DFK’s Parent Support Hub on your behalf.

Short term Counselling Services :

The DFKC Parent Support Hub powered by TELUS Health only provides short term counselling services. These services are most appropriate for people who have identified a specific concern and are prepared to work actively, with the help of a professional counsellor, toward implementing an action plan to resolve it. Because the specific number of hours needed may vary, the program is designed to work with an average range of hours consistent with the short-term approach.  This program does not provide long term counselling. When this type of service appears appropriate, counsellors will refer to public or private resources offering longer term or more specialized services.

 TELUS Health’s counsellors cannot advocate on your behalf in legal or work-related matters. If you require a copy of your file, you will be charged a processing fee. Please contact TELUS Health to make this request.  Upon written request, any person participating in counselling may have access to the Clinical File for the meetings at which they were present.

Your feedback is important to us.  After your session, you’ll be asked to complete a voluntary, confidential, anonymous post-chat survey. Your opinions can help us improve our service for parents across Canada. Just click the “X” in the top right corner of your chat window to view and complete the survey.

Data privacy:

DFKC and TELUS Health reserve the right to use client information for statistical and research purposes regarding usage trends for the Parent Support Hub. All information collected will be entirely non-identifying and complete confidentiality will be maintained. TELUS Health will continue to provide services regardless of your participation in research.

We may modify this notice from time to time and will post the most current version online.
Last updated: March 202

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