Complaints & Resolutions

Concerns and Complaints

At CCAS, we are committed to offering the best possible services to the children and families we serve. If you have a concern about the services you have sought or received from CCAS, we want to work with you to resolve it. We encourage you to work with your service team to resolve concerns at an early stage. If this process has been unsuccessful for you, the following procedure is available:


Informal Process

  • Speak with your Worker's Supervisor 
    If you are unable to resolve your concern with your worker, we recommend you discuss the issue with your worker’s supervisor, either over the telephone or in a meeting. 
  • Speak with the Child Protection Services Manager 
    If you are not satisfied that your concern has been resolved after discussion with the supervisor, you may request a meeting with the manager of the office where your worker is located. The manager will work with you and the staff to resolve your concerns, either by meeting with you personally or by speaking with you on the telephone. The worker and supervisor may also be present at the meeting. If you wish, you may bring someone to support you during this or any future discussion of your concerns.

Formal Complaint Process

  • Make a Formal Complaint in Writing to CCAS 
    If you are not satisfied that your concerns have been resolved at the branch, you can make a formal complaint to CCAS. This must be done in writing. Your letter can be addressed to the supervisor, branch manager or CCAS executive director. After you make a formal complaint in writing, CCAS will respond to your complaint within ten (10) days. In our response to you, we will advise you whether your complaint can be reviewed by the Internal Complaint Review Panel. Please note that matters which have been or will be decided by a court are not eligible for the formal complaint process. 
     
  • Internal Complaint Review Panel 
    If your complaint can be heard by the CCAS Internal Complaint Review Panel, we will arrange a date for an in-person hearing with the Panel. This hearing must be held within 14 days after you have been notified that a Panel will be held, unless you need more time. The Panel includes senior staff who have not been directly involved with you and your family, and a person who is not employed by CCAS. During the Panel hearing, you will discuss your complaint with the panel. The goal of the Panel is to try to resolve the complaint with a solution that works for everyone. Within 14 days of meeting with the Panel, you and the Executive Director will receive the Panel’s decision in writing. If at any point in the complaint review process the complaint is resolved to your satisfaction, CCAS will send you confirmation of the resolution in writing. 
     
  • Child and Family Services Review Board 
    At any time, you may make an application to the Child and Family Services Review Board (CFSRB), an independent agency of the Ministry of Children and Youth Services. You may also wish to consult the Ministry of Children and Youth Services’ brochure, Do you have a complaint about services you have sought or received from an Ontario Children’s Aid Society? and visit the CFSRB website on this process.