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Complaint Process

Resolving Concerns and Complaints

The Halton Children’s Aid Society (Society) is committed to providing the best service possible to the children, youth and families we work with. If you have a question, concern or complaint about the services you are receiving, we want to work with you to resolve the issue

Informal Complaints

If there is a problem, we will do our best to resolve it. We encourage you to talk to the worker helping you. They are your first step if you have questions, concerns or for clarification. If this does not resolve the issue, you can contact the worker’s supervisor.

If you have spoken with your worker and their supervisor and your concerns remain unresolved, you can contact the appropriate Director of Service. The Director of Service will work with you and the staff to resolve your concerns.

 If you have followed all of these steps and remain unsatisfied, there are a number of ways you can continue to seek resolution.

Formal Complaints

The Society has a formal internal complaints procedure that will be explained should a resolution not be found through speaking to the Child Protection Worker and/or their Supervisor.  This is the first step in the Formal Complaint process.

Please complete a Formal Complaint to a Society’s Internal Complaints Review Panel (ICRP) Formand submit it by delivery/mail (1445 Norjohn Court, Unit 1, Burlington, ON  L7L 0E6), fax (905.333.1844) or e-mail (bsecretary@haltoncas.ca).

Explain your problem clearly and include all of the details that are important to you, so that those reviewing your complaint will understand your concerns.

Child and Family Services Review Board

Information on making an external formal complaint through the Child and Family Service Review Board can be found by CLICKING here. You do not always need to go through the Society’s Internal Complaints Review Panel (ICRP) process before submitting a complaint to the Child and Family Services Review Board (the Board). In most situations, you can file a complaint with the Board directly and follow their steps on how to proceed.

Keep in mind that the Society and the Board review processes cannot consider:

The Ontario Ombudsman (Ombudsman)

As of May 1, 2019, the Ontario Child Advocate’s office is closed. The Ontario Ombudsman’s new Children and Youth Unit can answer questions, provide information about the rights of children and youth, conduct investigations, and address complaints from young people and adults who may have concerns about services provided under the Child, Youth and Family Services Act, 2017.

Have you already tried to resolve your problem with the organization’s complaint procedures? See the Informal Complaints and Formal Complaints process listed above.

Complaints can be filed via our confidential online complaint forms or by phone, email, mail or in person. Please note that we do not accept complaints through Twitter, Facebook or any other third-party platforms.

General Complaints

Office of the Ombudsman of Ontario, 483 Bay Street, 10th floor, South Tower, Toronto, ON M5G 2C9

Our complaints staff are available 9:00 am to 4:30 pm. You may also leave a voice message outside of office hours. An appointment is recommended for in-person (walk-in) complaints. Please call 1-800-263-1830 to schedule an appointment.

Calls with our Office may be recorded for quality assurance and training purposes and/or to ensure an accurate and exact record.

Children and Youth Unit

401 Bay Street, Suite 2200, Toronto, ON M7A 0A6

Our complaints staff are available 9:00 am to 4:30 pm. You may also leave a voice message outside of office hours. An appointment is recommended for in-person (walk-in) complaints. Please call 1-800-263-1830 to schedule an appointment.

French Language Services Unit

800 Bay Street, Suite 402, Toronto, ON M5S 3A9

Our complaints staff are available 9:00 am to 4:30 pm. You may also leave a voice message outside of office hours. An appointment is recommended for in-person (walk-in) complaints. Please call 1-800-263-1830 to schedule an appointment.

If you have concerns about a child call:

905.333.4441

Click here for more information on reporting abuse.

Contact Us

Burlington Office 1445 Norjohn Court Burlington, ON L7L 0E6
Milton Office 325 Main Street East Milton, ON L9T 1P5
Toll Free: 866.607.KIDS (5437) Phone: 905.333.4441 Fax: 905.333.1844 TTY: 711 (TTY to Voice)
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