Complaint/Concern Resolution for Individuals Who Receive Support and Families/Guardians/Advocates

Community Living Mississauga is committed to maintaining quality and excellence in services.  In order to do this, there must be an established culture of open, supportive communication.  To facilitate communication, people receiving supports and services, their families, guardians and/or advocates must have ways to discuss and bring forth their concerns or complaints constructively.  By providing mechanisms to do this, we can work cooperatively to address and correct issues and/or resolve differences in a timely fashion.

  • If the complaint or concern is about abuse, neglect or exploitation, Community Living Mississauga’s Policy regarding Abuse and Neglect will be followed.
  • If the complaint or concern is about a rights restriction, Community Living Mississauga’s policy regarding Rights Restrictions and Due Process will be followed.

Procedure:

Step 1
If an individual receiving supports and services and/or his/her families/guardian/advocate has an issue or concern regarding supports and services, the issues should be directed verbally or in writing or in any other manner that suits that person’s communication style. The complaint/concern should first be addressed with a support staff, then to the area Manager and then to the area Director. It is the responsibility of the Support Worker/Manager/Director receiving the complaint to address the concern and work towards achieving resolution at the time that the complaint is received.

Step 2
If the response from the Support Worker/Manager/Director is unsatisfactory to the person, the person, with assistance as needed or requested can call the “Telephone Complaint Line.” This is NOT an emergency number. People can leave a message on a voicemail and will be responded to within 72 hours. The number is 905 542-3607 or you can E-mail the Complaint Line.

Step 3
The Director of Quality and Community Development is responsible for checking the Telephone Complaint Line daily and the person leaving the complaint will be responded to within 72 hours. It is the responsibility of the Director of Quality and Community Development to look into the complaint/concern and work towards a resolution reporting back to the person the within 5 business days. It should be noted that some situations may require a longer period of time to work through however, communication back to the person with a status update will be provided within 5 business days.

Step 4
If the response from Step 3 is unsatisfactory, the individual receiving support, family/guardian/advocate can contact the Executive Director. The Executive Director will review and respond to the complaint/concerns raised within 10 business days of receiving the complaint.

Step 5
If the response from Step 4 is unsatisfactory, the person receiving supports and services/family/guardian/advocate can contact the President of the Board of Directors requesting further action through the Board of Directors. This can be done by communicating this to the Executive Director who will in turn advise the President of the Board. The Board President and Executive Director will review the initial complaint and the Executive Director’s response.  A written response will be forwarded to the person receiving services and supports/family/guardian/advocate within (30) days from the date of the initial contact with the Board President.

All complaints are recorded in the organizational database.