Ontario Association of Food Banks Client Policy

Those served by food banks in Ontario have, and should be aware of the following privileges:

1. to be served with dignity and respect;
2. to be served based on need and no other criteria;
3. to be served regardless of race, sex, sexual preference, religion, disability or source of income;
4. to have any personal information that is provided to the food bank kept private and confidential;
5. to be informed about the usage and storage of their own personal information;
6. to request any records or files including their own personal information and to have that information provided within a reasonable time period, subject to the limitiations above;
7. to be served equitably in relation to others who make use of the member food bank;
8. to request preferred food items when practical and available in order to meet dietary needs;
9. to be provided with information regarding community services and other community providers;
10. to be asked for consent for the provision of any personal data beyond basic information as outlined above;
11. to be informed of the reason for referral or refusal of service both verbally and in writing; and
12. to be able to bring their concerns or complaints to the staff or Board of Directors of the member food bank and/or the Ontario Association of Food Banks (OAFB), while respecting the complaints procedure in this policy.

Those served by food banks in Ontario have, and should be made aware of, the following responsibilities:

1. to be courteous and polite;
2. to provide identification for each member of the family or each person that is served;
3. to provide information requested by the member food bank within the guidelines of privacy and confidentiality as outlined in this policy;
4. to abide by the policies and procedures of the member food bank;
5. to inform the member food bank of any changes in personal status;
6. to refrain from calling staff and volunteers at their homes; and
7. to ask volunteers or staff to perform only those tasks that have been requested or approved.