Client Complaint & Review Procedure
The Society will respond to client complaints in accordance with Section 68 of the Child and Family Services Act.
The protection of our community’s children and youth is the Society’s top priority. We are committed to working in partnership with families and communities to ensure all children and youth have the best opportunity to succeed and reach their full potential. It is in the best interest of children, youth and families to resolve any disputes with a Children's Aid Society as quickly as possible. Problems that can’t be resolved between the case worker or the case worker’s manager, become formal complaints and are subject to the Society’s complaint process, which is easily accessed and the same at every Children's Aid Society in Ontario. The complaint will be reviewed by an Internal Complaints Review Panel.
Limitation
A matter currently before the court or that has already been decided by the court, or about a matter that falls under another decision-making process under the CFSA or the Labour Relations Act cannot be addressed through this process.Eligibility
Section 68(1) states that a person may make a complaint to a Society relating to a service sought or received by that person from the Society in accordance with the regulations.Clients Rights
Children, youth and their families can expect our employees to treat them with dignity, respect and fairness.The services provided must:
- Promote the safety, best interest and well-being of children
- Support the family unit
- Involve the family in the decision-making process
- Respect everyone’s need for privacy
- Respect cultural, religious and regional differences
Procedures
- Information regarding the complaint procedure is to be made available to any client or community member on request. Copies are available in the reception areas of the office and are to be given to clients at the time of transfer for ongoing service or at any point in time that it is requested.
- A client wishing to access the complaint procedure is required to describe his/her complaint in writing. The description should include what happened, what has been done about the complaint and the resolution sought.
- The information regarding the complaint is submitted to the office of the Society’s Executive Director by letter, fax or e-mail.
- The Society’s Executive Director will review the complaint and decide whether or not an Internal Complaints Review Panel will consider it.
- Within seven days, the Executive Director or designate will contact the client in writing, advising them as to whether or not the complaint is eligible for review.
- Assuming the complaint is eligible, the letter will set a convenient time for the client to discuss the complaint with the Internal Complaints Review Panel within fourteen (14) calendar days. If the client cannot attend the meeting with the review panel within fourteen (14) calendar days the client can request that the meeting be scheduled for a later date.
- The client can bring along a person to support him/her at the meeting with the Internal Complaints Review Panel, as well as an interpreter if required. The client will advise the individuals accompanying him/her before the meeting. The Panel may determine which other person may attend.
- After the meeting between the client and the Society’s Internal Complaints Review Panel, the Panel will send its decision and the reason for its decision to the complainant in writing with fourteen (14) calendar days of the date the meeting was held.
- If at any point in the Society’s complaint review procedure the complaint is resolved to the satisfaction of the complainant, the Society will confirm the resolution in writing to the complainant.