Submit a Complaint
Who can make a complaint?
- Anyone receiving Community Living Trent Highlands support and services
- Family members and representatives
- The general public or anyone who has concerns about the quality of support and services offered by Community Living Trent Highlands
How can I make a complaint?
Submit your complaint via email to:
Teresa Jordan
Executive Director
205McLaughlin Rd., Suite 200
Lindsay, Ont. K9V 0K7
tjordan@clth.ca
705-328-0464 ext. 244
AND/OR
Donna Sanders
Director of Adult Accommodation & Community Services
223 Aylmer St. N
Peterborough, Ont. K9J 3K3
dsanders@clth.ca
705-743-2412 ext. 515
AND/OR
Write a letter to the Board of Directors explaining all the details of your complaint, including the steps that have been taken in attempts to find a resolution.
What to Expect
If you have a complaint we will listen and respond. We are committed to ensuring satisfaction with the quality of support and services offered by Community Living Trent Highlands
As detailed in Community Living Trent Highlands policy, #SS3.012, Services Complaints, after you submit a complaint, you will receive a reply within 3 business days.
You will be guided through our complaint process to ensure you know exactly what to expect:
- You will have the opportunity to discuss your complaint and work toward resolving your concerns to your satisfaction, as quickly as possible.All efforts will be made to investigate and resolve your concerns to your satisfaction within 5 business days.
- All formal complaints and resolutions will be documented.
- Community Living Trent Highlands will provide a copy of our written policies and procedures to any person who requests it.
- If the complaint is one of alleged, suspected or witnessed abuse that may constitute a criminal offence, it will be reported to police as required by Ontario Regulation 299/10 regarding quality assurance measures made under the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008 and as detailed in policy #SS4.001 Managing a Situation of Abuse
- If the complaint/feedback meets the criteria of a Serious Occurrence it will be reported to the Ministry of Children, Community and Social Services in accordance with the reporting requirements set out in the Services and Supports to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008 and as detailed in Policy #SS5.001 Serious Occurrence Reporting
- It is expected that all people involved directly or indirectly in a complaint will be free from coercion, intimidation or bias before during and after the investigation/review. To avoid a conflict of interest that may arise between the person making the complaint and those involved the lead investigator will not directly supervise any person or program involved in the complaint.
What else can you do?
If you do not feel that you can resolve your concerns with Community Living Trent Highlands, you have the right to get outside help.
You may contact:
Ministry of Children, Community and Social Services
Central East Region
465 Davis Drive
Newmarket, Ontario
L3Y 8T2
905-868-8900
and/or
Ombudsman Ontario
483 Bay Street,
10th Floor, South Tower
Toronto, Ontario
M5G 2C9
1-800-263-1830
