Overview
You can contact the Continuing Care Licensing Office if you have concerns about continuing care accommodations or services you or someone else is receiving.
Information you will need
When you contact us, have the following information available:
- name and address of the accommodation or home and community care provider
- name of the municipality where the accommodation or home and community care provider is located
- name of the organization operating the accommodation, or home and community care provider if known
- name of the accommodation or home and community care manager and their phone number, if known
- a brief summary of your concern or complaint and when it occurred
- name(s) and title(s) of people you have spoken to about your concern or complaint, for example, the manager, senior manager or board member, and their involvement in trying to resolve your concern or complaint
- name of other collateral authorities you have contacted
Complaints may also be submitted anonymously, though it is important to note that investigators still need sufficient information to properly assess and follow up on the concern.
Report abuse
If your concerns may involve abuse, contact Protection for Persons in Care.
Make a complaint
The Continuing Care Licensing Office has the authority to investigate complaints if you have concerns about continuing care accommodations or services you or someone else is receiving.
To make a complaint, you must submit a complaint form and complete the following steps:
When you contact us
When you contact us, the intake officer will collect any additional details needed to follow up on the concern. If a complaint does not fall under our jurisdiction, a referral may be made to another body to assist. We then determine next steps, which may include an investigation. We will follow up with a letter to inform you of the outcome. For anonymous complainants that do not provide enough detailed information, we may not be able to communicate any results or decisions from the investigation.
If you feel your concerns about publicly funded health care services are not addressed to your satisfaction, Assisted Living and Social Services will review your complaint.
If you are unsatisfied with the decision made regarding a complaint, contact the Continuing Care Licensing Office.
Complainant protections
Operators and service providers must ensure complainant protection for any person who wishes to or attempts to make a complaint in good faith. No operator or provider will take, direct or threaten to take any measure or conduct that adversely affects a person because they made a complaint or a complaint has been made on a person’s behalf. These complainant protections are included in the continuing care legislation which operators and providers are required to be compliant to.
If there is evidence to show that a contravention has been made to legislation regarding complainant protections, which states that no operator, provider or staff member shall prevent, discourage or attempt to prevent or discourage a person from making a complaint, this may be subject to enforcement action under the Continuing Care Act. This includes corrective actions by the operator or provider.