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Family & Children's Services St. Thomas and Elgin

Complaints

Do you have a complaint?

While FACS of St. Thomas and Elgin strives for excellence in service, if someone is not satisfied with the service they have received and wishes to make a complaint, the agency would like to hear about the concern. The complaint process can be an opportunity for the agency to learn and develop strategies for improvement. (please visit our Client Satisfaction page to leave us a compliment or to share your feedback on how we can improve upon your experience)

Complaints are best handled by people closest to the case, and as early as possible. Early resolution of complaints at the informal stage is the most direct and efficient way to address concerns and our experiences have shown complaints are best worked through at the front-line level whenever possible. We can help arrange these conversations for you.

You can use the Step 1 fillable form below to request a meeting to discuss your concerns. We have also attached a form you can print, if that is preferable.

Complaint Handling form

If your concern has not been resolved to your satisfaction after Step 1, you can ask for a formal review of your complaint by requesting an Internal Complaint Review Panel. You can use the Step 2 ICRP form attached below to request a panel.

ICRP request form

You can also make a complaint to the Child and Family Services Review Board at any time. This means that a complaint can be made directly to the Child and Family Services Review Board either before or during involvement with the Children’s Aid Society’s Internal Complaint Review Panel.

This is a formal review mechanism that is independent of the Family and Children’s Services. You can access the CFSRB website here; Child and Family Services Review Board. The process cannot review issues that have been decided by the Court or are currently before the Court or is subject to another decision making process under the Act or the Labour Relations Act 1995.

Please use this form to request a meeting to discuss your concerns.
We can help arrange these conversations for you.

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