Feedback Process

How to Share Feedback & Compliments:

Feedback and compliments can be shared by email to information@thunderbaycas.ca. 

Your Right to Make a Complaint:

If you have received services from The Children's Aid Society of the District of Thunder Bay, you have the right to make a complaint.

We encourage anyone that has questions or concerns about services to work with us to resolve them starting with The Early Resolution Path; however, a formal complaint of your choice can be made at any time (see Request an Internal Formal Complaint Review Panel and Alternative Formal Complaint Processes).

How to Make a Complaint:

PRIVACY AND PERSONAL INFORMATION 
Feedback, compliments and 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: Privacy.Officer@thunderbaycas.ca

HOW TO MAKE A COMPLAINT ABOUT SERVICES:

For complaints about services you have requested or received:

Early Resolution Path (in person, by phone or in writing by email or letter)

1.  Discuss concerns with your Caseworker.

2.  If your concerns are not resolved by your Caseworker, request to speak with their Manager.

3. If your concerns are not resolved by the Manager, request to speak with their Director.    

4. If your concerns are not resolved by the Director, the complaint will be forwarded to the Executive 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.  

If you feel the Early Resolution Path does not resolve your concerns:  Request an Internal Formal Complaint Review Panel

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 business days of receipt of the completed Internal Complaint Review Panel form. 

If you feel the Internal Complaint Review Panel does not resolve your concerns (Alternative Formal Complaint Processes):  

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