Settled case summary #22 — A counselling firm and An emergency services organization

A complainant alleged that a counselling firm, part of her employer's Employee Assistance Program (EAP), improperly disclosed sensitive personal information to her employer and others. The firm revealed she was using counselling services and believed she was a danger to herself, which the complainant disputed as a misinterpretation. The OPC's investigation found that a miscommunication occurred during a phone call between the complainant and her counsellor regarding the meaning of "having a plan." The counsellor, believing the complainant was suicidal, contacted emergency services, including the complainant's workplace. The police later concluded the complainant posed no danger. The counselling firm and the complainant reached a private settlement with the OPC's involvement. The firm subsequently revised its policies on disclosing personal information, emphasizing detailed case notes and limiting information shared with emergency services.