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CLIENT CODE OF CONDUCT

Last Updated: October 27, 2026

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PURPOSE
Peer Support North is committed to providing peer support environments that are welcoming, respectful, inclusive and safe.


Everyone accessing Peer Support North programs and services has the right to be treated with dignity and respect. Clients also share responsibility for helping maintain an environment where others can participate safely and comfortably.

 

This Code of Conduct applies to clients participating in Peer Support North services, programs, groups, activities and events, whether services are provided in person, virtually, by telephone, in the community or at a partner location.

 

EXPECTATIONS

Clients are expected to:

  • treat other clients, Peer Support North staff, volunteers, students, visitors and community partners with dignity and respect;

  • respect the privacy and confidentiality of others;

  • respect personal boundaries and the right of others to participate without harassment, intimidation or unwanted attention;

  • use respectful language and behaviour;

  • respect differences in culture, race, ancestry, place of origin, citizenship, religion, age, sex, sexual orientation, gender identity and expression, disability, family or marital status and other characteristics protected under the Ontario Human Rights Code;

  • respect Peer Support North, partner and personal property;

  • follow reasonable health and safety requirements;

  • follow program, group and site-specific expectations communicated by staff;

  • participate in ways that do not significantly interfere with other people's ability to access or benefit from the service; and

  • work with staff to address concerns respectfully when they arise.

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BEHAVIOUR THAT IS NOT ACCEPTABLE
The following behaviour is not permitted:

  • violence, threats of violence or behaviour that creates an immediate safety risk;

  • verbal, physical or sexual harassment;

  • bullying, intimidation, stalking or threatening behaviour;

  • discriminatory, hateful or degrading language or behaviour;

  • unwanted sexual comments, advances or contact;

  • deliberate damage, theft or misuse of property;

  • possession of a weapon while participating in Peer Support North services, except where otherwise permitted by law and specifically authorized;

  • selling, distributing or exchanging illegal substances on Peer Support North property or during Peer Support North activities;

  • repeatedly disrupting groups, programs or services after reasonable efforts have been made to address the concern;

  • recording, photographing or sharing information about another client without their consent; or

  • soliciting money, cigarettes, substances or other personal items from other clients or staff in a way that creates pressure, discomfort or conflict.

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SUBSTANCE USE AND INTOXICATION
Peer Support North recognizes that some people accessing our services may experience substance use health challenges. A person will not be excluded from peer support simply because they use substances.


However, if a person appears significantly intoxicated or impaired to the point that they cannot safely participate, are unable to engage appropriately, or their behaviour creates a health or safety concern for themselves or others, staff may ask the person to pause participation or leave the program or service for that time.

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Whenever reasonably possible, staff will explain the concern respectfully and support the individual to identify an appropriate next step.

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HEALTH AND SAFETY

Clients are asked not to attend an in-person program or service when they are experiencing symptoms of a communicable illness that could reasonably place others at risk.


Where there is a specific health or safety concern, Peer Support North may establish temporary precautions or attendance requirements consistent with public health guidance and applicable law.

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Peer Support North is a scent-aware environment. Clients are asked, wherever reasonably possible, to avoid strongly scented products when attending programs and services in person.


PRIVACY AND CONFIDENTIALITY
Clients are expected to respect the privacy of others participating in Peer Support North services.


Personal information or stories shared by another client should not be shared outside the program or group without that person's permission.

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Peer Support North cannot guarantee that other clients will maintain confidentiality; however, breaches of privacy or confidentiality may be addressed under this

Code of Conduct.

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RESPONDING TO CONCERNS
Peer Support North recognizes that conflict, misunderstandings and difficult interactions can occur. Wherever it is safe and appropriate, concerns will be addressed in a manner that is respectful, proportionate and focused on restoring safe participation.


Depending on the circumstances, Peer Support North may:

  • speak with the client about the concern and clarify expectations;

  • provide a verbal or written reminder of the Code of Conduct;

  • establish specific behavioural expectations or boundaries;

  • ask the client to leave a particular program, group or service for the day;

  • temporarily restrict participation in a particular program, location or service;

  • develop a plan for safe return or continued participation;

  • suspend access to some or all Peer Support North services; or

  • in serious or repeated circumstances, discontinue access to a particular service or to Peer Support North services.

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The response will consider the seriousness of the behaviour, whether there is an immediate safety concern, whether the behaviour is repeated, its impact on others, and whether previous efforts have been made to address the concern.


Peer Support North is not required to use each step in sequence where the circumstances are serious or immediate action is necessary to protect safety.


IMMEDIATE SAFETY CONCERNS
Where behaviour presents an immediate risk of harm to the individual or others, staff will take immediate action to protect safety. This may include ending an interaction or program, asking the individual to leave the premises, contacting a manager or partner-site representative, or contacting emergency services where necessary.


HUMAN RIGHTS AND ACCOMMODATION
Peer Support North will apply this Code of Conduct in accordance with the Ontario Human Rights Code.


Where behaviour may be related to a disability or another protected ground, Peer Support North will consider its duty to accommodate to the point of undue hardship.


Accommodation does not require Peer Support North to permit violence, threats, harassment or other behaviour that creates an undue health or safety risk.


RAISING A CONCERN

Clients who have questions about a decision made under this Code of Conduct, or who believe they have been treated unfairly, may raise the concern with the Program Manager or Executive Director.


Staff, students and volunteers who have concerns about behaviour addressed under this Code should inform the Program Manager or designated leadership contact and document the concern in accordance with existing program documentation practices.


Peer Support North will review concerns respectfully and provide clarification regarding the decision and any available next steps.


ACKNOWLEDGEMENT
Clients may be asked to confirm that they have received and understand this Code of Conduct.


Signing or acknowledging the Code does not remove any rights available to a client under applicable law or Peer Support North policy.

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