Complaint Process

Complaint Process

Child and Family Services of Grand Erie (CFSGE) is committed to providing high-quality services to children, youth, and families. People who receive services from CFSGE have the right to have their voices heard and their concerns addressed respectfully and fairly.

A clear and transparent complaint process is available for individuals who feel their concerns have not been adequately addressed by those directly providing service.

Our Approach to Concerns and Complaints

Most concerns or complaints are best addressed directly with the assigned worker and/or their manager. In many cases, resolving issues at this level leads to the most effective outcomes. This approach is important because, even when concerns arise, clients and social workers often need to continue working together.

Child protection work involves complex and sensitive decisions, and the authority associated with this mandate can create tension. It is understandable that individuals may feel upset or frustrated with decisions that affect them and their families.

While the complaint process is designed to be clear and accessible, we recognize that most concerns are complex and may develop over time. Our responses aim to address immediate concerns while also acknowledging the unique circumstances of each situation.

As an agency, we share collective responsibility for serving families. Addressing complaints collaboratively supports accountability and allows for responses that are thorough, thoughtful, and grounded in best practice. We also view complaints as opportunities to learn and continuously improve our services.

Complaint Resolution Procedure

  1. Speak with your assigned worker
    Begin by discussing your concerns directly with your worker and try to resolve the issue together.

  2. Contact the worker’s Manager
    If concerns remain, you may speak with or request a meeting with the worker’s Manager.

  3. Submit a written complaint
    You may submit a written complaint to the Society. You will receive a response within 7 days advising whether your complaint is eligible for review.

  4. Internal Complaints Review Panel (ICRP)
    If your concern is not resolved, you may request an Internal Complaints Review Panel (ICRP) form from your worker. Forms are also available at CFSGE offices or can be downloaded from our public website.

Complaints Not Eligible for Review (Under the CYFSA)

Under the Child, Youth and Family Services Act, a complaint is not eligible for review if:

  • You are not a person who has sought or received services from the Society

  • The issue is before the Court or has already been decided by the Court

  • The matter is subject to another decision-making process under the CYFSA or the Labour Relations Act

Internal Complaints Review Panel (ICRP)

If your complaint is eligible:

  • A meeting with the ICRP will be scheduled within 14 days at a mutually convenient time

  • You will be notified in writing

  • Panel members will not have been directly involved in your case

  • Within 14 days after the meeting, you will receive a written summary and information about next steps

To begin this process, please download:

 

External Complaint Options

If your concerns have not been resolved through the steps above, you may contact:

Ontario Ombudsman

Phone: 1-800-263-2841
Website: Ombudsman Ontario – Make a Complaint

Child and Family Services Review Board (CFSRB)

An independent and neutral third party
Phone: 1-888-777-3616
Website: www.cfsrb.ca

Additional Information