Feedback, Compliments & Complaints Process
How to Share Feedback and Compliments:
Feedback and compliments can be shared by email to Service.Complaints@thunderbaycas.ca .
How to Make a Complaint:
PRIVACY AND PERSONAL INFORMATION
For complaints related to privacy or about a request you have made for access to, or correction of, your personal information contact the Privacy Officer at The Children's Aid Society of the District of Thunder Bay by email: Service.Complaints@thunderbaycas.ca .
SERVICES
For complaints about services you have requested or received:
STEP 1: Early Resolution Path (in person, phone, email or letter)
Discuss concerns with your Caseworker
If your concerns are not resolved by your Caseworker, request to speak with their Manager
If your concerns are not resolved by the Manager, request to speak with their Director
To help us review your complaint in a timely manner, please provide as much detail as possible regarding the event and any behaviours that are part of the complaint.
STEP 2: Request an Internal Complaint Review Panel
If you feel the Early Resolution Path does not resolve your concerns request an Internal Complaint Review Panel (ICRP).
1. Complete the Internal Complaint Review Panel Form and submit the form to Service.Complaints@thunderbaycas.ca
To access the form please click here. (Save the file to your computer, then open it with Acrobat Reader to allow use of the functions within the form.).
Eligibility will be determined within seven days of receipt of the completed Internal Complaint Review Panel form.
STEP 3: Make a Formal Complaint
If you feel the Internal Complaint Review Panel does not resolve your concerns:
Visit children.gov.on.ca/htdocs/English/childrensaid/societies/ocascomplaint.aspx for information on other paths you can pursue including the Child and Family Services Review Board and the Ontario Ombudsman.
For rules about how Societies are to receive and respond to complaints refer to the Child, Youth and Family Services Act, 2017, S.O. 2017, c. 14, Sched. 1.