We hope to be helpful to families who come to us for assistance. Our staff are highly trained professionals; however, there may be times when you and our staff disagree about something. We respect that people have a right to express their opinions in the form of a concern or a complaint and have that problem sorted out. You will not face any consequences for voicing your concerns. You may wish to make a complaint, for example, if you feel that:

• You are not comfortable with what goes on in meetings
• You feel you are not being treated fairly by your worker
• Your rights have not been respected
• There is a better way to do what we are doing

 

STEP 1: If you feel a complaint is warranted, we ask that you try to resolve the issue with that staff. If you cannot resolve the problem directly with the worker, please speak to the employee’s supervisor. You can find the name of the supervisor from the staff themselves, or by calling our receptionist at 519-371-4773.

STEP 2: If you are unable to resolve the problem to your satisfaction at Step 1, or would prefer, please feel free to contact our Director of Programs and Services

STEP 3: All unresolved concerns or complaints shall be referred to the CEO for review. A response will be provided in 10 working days.

Over the years, we have found that it is most helpful if you tell us what you would like us to do to rectify the problem as well as making us aware of the problem itself. You may choose to talk to us, or you may wish to write down your concerns and send them to us in writing. We will respond to your concern promptly and acknowledge receipt of your complaint. We will ensure the individual the complaint is about is not handling your concerns. We hope this information is helpful but please do not hesitate to contact us if you have any questions.

If you feel your complaint is still unresolved, you can contact the Ombudsman of Ontario:

Office of the Ombudsman of Ontario can be reached at: https://www.ombudsman.on.ca/contact-us

Phone: 1-800-263-2841

E-mail: [email protected]

Please be assured that you will not face any consequences for voicing your concerns.