We are committed to working with children, youth, families, caregivers, and community members to address concerns and find solutions. We value feedback and see questions and complaints as opportunities to listen, learn, and improve our services.
If you have a concern about the service you have received, we encourage you to first speak with your worker. If your concern is not resolved, there are additional steps available to support you in seeking a resolution.
You can download the following brochures for more information:
Many concerns can be resolved through an informal conversation.
Your worker is often the best person to discuss your concern and work toward a resolution.
If your concern is not resolved, or your concern relates to your worker, you can speak with their supervisor.
If you remain unsatisfied, you can request a conversation with the Director of Service. You may bring a support person or interpreter to assist you.
If your concern remains unresolved, you may request a formal review through CCASH’s Internal Complaint Review Panel (ICRP).
The ICRP provides an opportunity for your concerns to be reviewed by individuals who were not directly involved in your case. You may bring a representative, support person, or interpreter. French-language support is available, and First Nations, Inuit, and Métis community representatives may participate when requested.
For more information about the formal complaint process or to submit a complaint form, please contact CCASH at 905-525-2012.
If your complaint meets certain criteria, you may request a review by the Child and Family Services Review Board. The CFSRB provides an independent review process for concerns related to Children’s Aid Society services.
More information and complaint forms are available through the Child and Family Services Review Board.
655 Bay Street, 14th Floor
Toronto, Ontario, M7A 2A3
(416) 327‐0111 or 1‐888‐777-3616
Fax: (416) 327‐0558
www.cfsrb.ca
cfsrb@ontario.ca
Children and youth may contact the Ontario Ombudsman directly with concerns about services provided by a Children’s Aid Society. The Ombudsman may also review complaints after other complaint resolution processes have been attempted.
The Ombudsman also receives complaints related to French Language Services.
Bell Trinity Square
483 Bay Street, 10th Floor, South Tower
Toronto, ON
M5G 2C9
Phone: 1-800-263-1830
Outside Ontario: 416-586-3300
Fax: 416-586-3485
TTY (Teletypewriter): 1-866-411-4211
E-mail: info@ombudsman.on.ca
Web: https://www.ombudsman.on.ca
For more information about complaint processes under the Child, Youth and Family Services Act, please see:
