Contact continuing care

Overview

If you have concerns about accommodations or services you or someone else is receiving, you should first bring these concerns to the local manager. Contact the case manager for home care, or the manager of the accommodation for supportive living and long-term care, who oversees the delivery of those services.

Another option is to bring your question, concern or recommendation to the Resident and Family Council at the supportive living or long-term care accommodation.

You may also make a specific complaint related to a continuing care accommodation or service.

Report abuse

To report abuse, contact Protection for Persons in Care.

Make a complaint

Complaints about health services

If you feel your concerns about health care services are not addressed to your satisfaction, or if you are unsure of how to contact the relevant case manager or facility administration, contact Alberta Health Services’ patient relations department.

Complaints about accommodations

If your concern or complaint is still unresolved, contact us about:

• accommodation standards not being followed
• non-compliances to the Resident and Family Councils Act (RFCA)
• unlicensed supportive living settings providing accommodation and support services for 4 or more adults

Complaint officers are available:

Hours: 8:15 am to 4:30 pm (open Monday to Friday, closed statutory holidays)

Toll free: 1-888-357-9339 (in Alberta)
Fax: 780-644-8729

Address:
Alberta Health
Attn: Compliance and Monitoring Branch
P.O. Box 1360, Station Main
Edmonton, Alberta  T5J 2N3

Information you’ll need

When you contact us, have the following information available:

• name and address of the accommodation
• name of the municipality where the accommodation is located
• name of the organization operating the accommodation, if known
• name of the accommodation 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

When you contact us, the complaints officer will collect any additional details needed to follow up on the concern. We then determine next steps, which may include an investigation. We will follow up with a letter to inform the complainant of the outcome.

To appeal the decision of a complaints officer, complete a Complaint Decision Appeal form.

Contact

If you have a general inquiry about continuing care or another government program or service, submit your question or message by phone or online on the contact government feedback page.

Connect with us for general inquiries about accommodation standards, the RFCA, or licensing:

Hours: 8:15 am to 4:30 pm (open Monday to Friday, closed statutory holidays)
Phone: 780-644-8428
Toll free: 310-0000 before the phone number (in Alberta)
Fax: 780-644-8729
Email: [email protected]

Address:
Alberta Health
Attn: Compliance and Monitoring Branch
P.O. Box 1360, Station Main
Edmonton, Alberta  T5J 2N3