C. Other Possible Avenues to Resolve MattersIn some cases a consumer can contract the Ministry of Health and Long-Tem Care
Action Line^54 or the Ontario Ombudsman^55 for assistance with their problem.
The Action Line can be contacted anytime a client is unhappy with a CCAC service. The
Ministry can provide an ’independent complaints facilitator’ to provide mediation
services to the client and CCAC.
The Ombudsman will accept a complaint only if the complainant has already pursued all
other processes, such as internal complaints processes, available to them. The
Ombudsman will not get involved in HSARB matters. Even if the Ombudsman is willing
to accept a complaint, there is no guarantee the Ombudsman will deal with any
particular complaint. However, if the Ombudsman receives a high number of individual
complaints about a particular service the office may decide that an investigation is
warranted.
(^54) Ministry of Long-Term Care Action Line (telephone: 1-866-876-7658; TTY: 1-800-387-5559; online:
< 55 http://www.health.gov.on.ca/english/public/contact/ccac/ltc_actionline.html>.
Ontario Ombudsman (telephone: 1-800-263-1830; TTY: 1-866-411-4211; online:
http://www.ombudsman.on.ca.