Complaints, Compliments & Feedback
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Providing quality service for children, youth, and families is very important to us. If you have a concern or complaint about the services you have received from us, we want to hear about them. Our hope is to work together with you to resolve concerns and improve our service.
If you have a complaint, concern, question or feedback about services you have received from the Children’s Aid Society, there are several ways to be heard. Talk to your worker or their supervisor. They have the most in-depth knowledge to answer your questions about the service and can work with you to find a resolution. If the concern is not resolved with the worker and/or supervisor, you can ask to involve a director.
If your concern has not been resolved to your satisfaction after speaking with the worker and/or supervisor, you can request a formal review of your complaint using the following options:
Write a letter to the Children’s Aid Society that includes details of your concerns or complete the Formal Complaint to a Society’s Internal Complaints Review Panel (ICRP) form. Please complete the attached form to file a formal complaint.
You can also make a complaint to the Child and Family Services Review Board at any time. This means that a complaint can be made directly to the Child and Family Services Review Board either before or during involvement with the Children’s Aid Society’s Internal Complaint Review Panel.
To submit an application to the Child and Family Services Review Board, complete Form 2: Application about Complaints Against a Children’s Aid Society (available here CFSRB: Forms & Filing | Tribunals Ontario) and send to:
Child and Family Services Review Board
15 Grosvenor Street, Ground Floor
Toronto, ON M7A 2G6
Toronto Area: 416-327-0111
Long Distance: 1-888-777-3616
TDD/TTY: Call the Bell Relay Service at 1-800-855-0511
Email: cfsrb@ontario.ca
Website: tribunalsontario.ca/cfsrb/
The Ontario Ombudsman’s Office can also take complaints about services received from a Children’s Aid Society. The Ombudsman has created dedicated units of specialized staff to answer questions, address concerns, conduct investigations, and review complaints
Office of the Ombudsman of Ontario
483 Bay Street
10th floor, South Tower
Toronto, ON M5G 2C9
Toll-free (inside Ontario only): 1-800-263-1830
Outside Ontario: 416-586-3300
TTY (teletypewriter): 1-866-411-4211
Fax: 416-586-3485
Email: info@ombudsman.on.ca
Website: ombudsman.on.ca
Learn more about your right to complain to a Children’s Aid Society at Submit a complaint about child welfare services | Ontario.ca.