COMMENTS AND COMPLAINTS PROCESS
If you have a comment or complaint about the services you have received from the Society, then we would like to know. Share your comments with your worker, their supervisor or by clicking here.
You can also review out Comments and Complaints brochure by clicking: Comments and Complaints Brochure.
KHCAS makes every attempt to offer the best possible service to children, youth and families in our community. If there is a problem or a difference of opinion, we want to do our best to work it out.
Our goal is to listen and talk with you so we can satisfy your concerns as early as possible in the complaint process. We want to ensure your concerns are listened to in a fair manner and that reasonable efforts are made to find a resolution.
EARLY RESOLUTION PROCESS
Step 1 – Talk to Your Worker
You can begin the Early Resolution Process by sharing your concern or complaint directly with your worker to determine if there is an explanation or solution.
If doing so is difficult, we encourage you to ask a family member, friend or community agency for help.
Step 2 – Connect with a Supervisor
If your concern or complaint is not resolved, you can contact your worker’s Supervisor. It would be a good idea to ask for a meeting so that you can discuss the matter in-person. You can bring one person to support you at the meeting, as well as one representative of your Band or Indigenous community. Come prepared to give a clear explanation of the problem. The Supervisor will want to thoroughly understand the issue so that they can try to find a solution. You will hear back from the supervisor within seven (7) days and a letter will be sent to you with their response.
Step 3 – Connect with a Service Manager
If you are not satisfied with the supervisor’s response, you may request a meeting with their Manager. The Manager is experienced in helping resolve issues and is not directly involved in your case. They will ask you to explain your concerns so they can work with you toward a resolution. Within 14 days, you will receive a letter outlining the outcome of your discussion.
FORMAL COMPLAINT PROCESS
You can begin a Formal Complaint Process at any time by engaging our Internal Complaints Review Panel and/or the Child and Family Services Review Board.
Internal Complaints Review Panel (ICRP)
You may request a meeting with the Society’s Internal Complaints Review Panel (ICRP). This request must be made in writing to the Director of Service. The Director of Service will arrange for you to present your complaint to the Internal Complaints Review Panel.
Your complaint will be reviewed by the Society within seven (7) days to determine whether it is eligible for review. We will provide you with a written response to notify you that either:
- Your complaint is not eligible for review and the reasons why, or
- Your complaint is eligible and will be reviewed by the ICRP and you will be provided with a date and time for a meeting.
If your complaint is eligible for review, the ICRP will meet you in person at a time that is convenient for you and the members of the panel within fourteen (14) days after you have received the response from the ICRP, or later if you request it.
The Office of the Director of Service will arrange a meeting for you to present your complaint to the ICRP. The panel will receive a written summary outlining your complaint and the steps already taken to try to resolve the issue.
The ICRP is made up of the Director of Service (or designate), a member of the Board and a community representative. None of these individuals are currently involved or have previously been involved with you or your family. You are welcome to bring one support person to the meeting.
The purpose of the ICRP meeting is to give you an opportunity to share your concerns, explore potential solutions and support better communication. You will receive a letter summarizing the outcome of the meeting within fourteen (14) days.
Please click the following link to access a copy of the printable ICRP application: Formal Complaint to a Society’s Internal Complaints Review Panel (ICRP) Form – January 2026
If the above options do not work for you, please contact our office and a member of our staff will provide you with a paper copy of the form.
Child and Family Services Review Board (CFSRB)
You may ask the CFSRB to review your complaint in the complaint meets one of the following criteria:
- Refused to proceed with a complaint.
- Failed to respond to your complaint within the required timeframe.
- Failed to comply with the complaint procedure outlined on this page or in the attached brochure.
- Not given you an opportunity to be heard regarding a decision affecting your interests or concerns about the services you received.
- Failed to provide you with the reasons for a decision that affects your interests.
Your request for a review at the Child and Family Services Review Board must be made in writing on the prescribed form available through the Child and Family Services Review Board.
Child and Family Services Review Board
15 Grosvenor Street
Ground Floor
Toronto, ON M7A 2G6
Phone: (416) 327-0111
Toll Free: (888) 777-3616
Fax: (416) 327-0558
Bell Relay Service (TTY): (800) 855-0511
Email: cfsrb@ontario.ca
Website: https://tribunalsontario.ca/cfsrb/contact/
Ombudsman Ontario
The Office of the Ombudsman of Ontario is an independent office that investigates complaints about public services in Ontario, ensuring fair treatment and accountability.
Information for Children, Youth, and Families: https://www.ombudsman.on.ca/en/help/children-youth-and-families
Office of the Ombudsman of Ontario
483 Bay Street
10th Floor
South Tower
Toronto, ON M5G 2C9
Toll-free (Ontario only): (800) 263-1830
Outside Ontario: (416) 586-3300
TTY (teletypewriter): (866) 411-4211
Email: info@ombudsman.on.ca
Website: https://www.ombudsman.on.ca/en/make-complaint/file-your-complaint
Link: Ombudsman Ontario – Know Your Rights in Care
Information and Privacy Commissioner (IPC)
The IPC acts independently of the government to oversee Ontario’s access to information and protection of privacy laws. This includes Part X of the Child, Youth and Family Services Act, 2017 (CYFSA), which applies to societies and other child and family service providers. _
To file a complaint with the IPC, you must fill out the appropriate IPC form for access/correction or privacy complaints about a child and family service provider, which you can get at www.ipc.on.ca.
