VIII. Tools for Enforcing Clients’ Rights
A. ComplaintsGenerally the first step in challenging a reduction or denial of services or dealing with a
quality of service issue is to file a complaint with the service provider.^42 All service
providers are required to have a complaints policy and to provide copies of the policy
and any required forms to a client upon request. If the client requires the information in
an alternative format as an accommodation, the service provider shall provide all
necessary materials in that alternative format.^43 If an agency refuses to provide a copy
of their complaints policy, a client can contact the Ministry of Long-Term Care Action
Line.
Consumers are expected to initiate the complaint. It is necessary to pursue an internal
complaint with the relevant service provider before any external complaints processes
can be accessed. It is best to request a written response to a complaint since this
clarifies the issues and allows for more effective negotiation.
Although policies can vary from agency to agency, in most cases the basic steps are
similar. Consumers are urged to speak directly to the attendant or staff person involved
and attempt to resolve the dispute informally. If a consumer feels it is not possible to
approach the attendant they can speak to a supervisor and manager about the problem.
If this does not resolve the matter, a consumer can bring their issue to the Executive
Director of the agency. If the problem persists a consumer can make a complaint to the
Board of Directors of the agency.
(^42) Also see Home Care Complaints and Appeals (CLEO 2010).
(^43) Pursuant to section 12 of Ontario Regulation 191/11 under the Accessibility for Ontarians with
Disabilities Act, 2005