Client Complaints Process


Toronto North Support Services is very committed to providing you, our clients, with the highest quality services and supports. This is often done through supporting the development of an effective working relationship between the client and the Case Manager.

Clients have the right to make complaints against Toronto North Support Services’ staff members and services without reprisal or the threat of reprisal. The organization will treat all client complaints seriously and act promptly to address the issue. At the initiation of the process or at any stage throughout the process, clients may involve advocates or other supports to assist them.

Your feedback is important to us, so:

If you have a compliment:

  • You can express it directly to the staff member involved or put it in writing, or
  • You can call their Manager or put it in writing.

If you have a complaint:

  • First try and talk to the person involved about your concern and try to problem-solve the matter.
  • If this doesn’t help or you feel uncomfortable about it, you can call the Manager to discuss your concerns. If you are unsure of how to reach the Manager, please call 416 499-5969 and our office will connect you with the right Manager.

Once a complaint is received:

  • Every effort will be made to resolve your complaint by the person involved and/or the Manager. The Manager will review the complaint with you and talk with the staff member to encourage a meeting with you to try to resolve the matter.
  • If you are still not satisfied with the outcome you can put your concerns in writing to the Manager. The Manager will seek out any and all information necessary to further investigate the complaint. This would likely include a meeting with you and the staff member. Records pertaining to the matter may also be reviewed and other parties with knowledge about the situation may be consulted.

If after the investigation and meeting with the Manager, you are still not satisfied with the outcome, you can write to the Executive Director to request a review of the matter. The Executive Director will review the matter as outlined above and contact you within 21 days of receiving your request.