CLIENT COMPLAINT PROCEDURE
Please be aware that you have the right to contact the Provincial Advocate for Children and Youth with your complaint at 1- 416-325-5669 or 1-800-263-2841 email: email@example.com. You have the right to contact the Provincial Advocate for Children and Youth at any time if you do not want to go through the following procedure, or at any time during the procedure.
Information regarding complaint procedures is part of the admission and orientation process with all new clients.
What to do if I have a concern?
First talk to your worker about your concern. Together, this will give you both a chance to see if you can find a way to resolve the problem. In most situations, this initial discussion will be all you need. You may find it helpful to write down your thoughts and bring that to your meeting. If you like, have a friend or support person come with you to meet with your worker.
If your concern is not resolved…
If you were unable to resolve your concern, or you still are not satisfied, you can speak to your worker’s Supervisor. They will offer to meet with you within five working days. If you would like, have a friend or support person come with you. The Supervisor may invite your worker to the meeting, or they may also meet separately with your worker to find out what has been done so far to address your concern.
Within 5 working days after the meeting, you will receive a letter from the Supervisor confirming the agreement you have reached. If no agreement was reached, you will be informed of the Supervisor’s decision.
What if I am still not satisfied?
If you are still not satisfied, you can put your concerns in writing to the Program Manager who will then discuss the situation with the Executive Director of WAYS. The Program Manager will gather information from the Supervisor and possibly the worker involved to fully understand what has been done to address your concern. The Program Manager and Executive Director may invite you to a meeting to discuss solutions. You will be notified if a meeting is needed. You may invite a friend or support person to this meeting.
Within 5 working days after submission of your written concern, you will receive a letter confirming agreement reached. If no agreement was reached, you will be informed of the Executive Director/ Program Manager’s decision.
What can I do next if I am still not satisfied?
If the situation is still not resolved your written complaint and report outlining steps taken to date can be submitted to the Board of Directors and its President. The Board of Directors will review the information presented and will respond within 30 days of the submission. They may request a meeting with you. You can bring a friend or support person to this meeting. At this meeting further options and possible solutions will be explored.
Within 10 working days you will receive a letter from the Board of Directors informing you of the decision the Board has reached.
If you have gone through the steps and are still dissatisfied, please be advised that you have the right to contact the Provincial Advocate for Children and Youth with your complaint at 1- 416-325-5669 or 1-800-263-2841 email: firstname.lastname@example.org or you may contact the Ministry of Children and Youth at 1-519-438-5111 ext. 3322 or 1-800-265-4197.