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CLIENT RIGHTS

Are you or a family member involved with a children's aid society in Ontario? Here is some information about legal rights and available resources.

Client Legal Rights

Client Complaints

Your right to complain to a Children's Aid Society or Indigenous Society
If you have questions or concerns about services from a society, you can talk to the worker who is helping you, the worker's supervisor, or someone else at the society. If you do not want to first speak to them, or if speaking to your worker or others at the society does not answer your questions, you have the right to start a formal process to complain to the society at any time. Societies are required by law to establish an Internal Complaints Review Panel (ICRP) to review formal complaints submitted in writing. Your society may also offer alternate complaints processes (e.g. an Elders Forum).

Complaining directly to York Region Children's Aid Society
Under section 119 of the Child, Youth and Family Services Act, 2017 (CYFSA), you have a right to complain to a society relating to a service you have sought or received from that society.

The first step in the formal complaint process is to complete a Formal Complaint to a Society's Internal Complaints Review Panel (ICRP) Form and submit it by delivery, mail, or fax:

Mail: York Region Children's Aid Society
16915 Leslie Street
Newmarket, ON L3Y 9A1
   
Fax: (905) 895-2113

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.

Reviewing the complaint
The society's internal complaint review panel will consist of a small number of people who have not been directly involved with your case. The society's executive director will select panel members from society staff, including one senior manager, and will also choose one person not employed by the society.

Meeting with the society's internal complaint review panel
The society's complaint review process is designed to be fair and objective. You will be able to discuss your complaint with people who are not directly involved with your case. The goal is to deal with your complaint as quickly as possible in a way that works for everyone. An interpreter may be provided by the society if you need one. You can bring one person to support you at the meeting, as well as a representative from each of your bands or listed First Nations, Inuit or Métis communities, if applicable.

The review panel may ask questions to better understand your concerns. Within 14 days after the meeting, the panel will send you and the executive director of the society a written summary of the results of the meeting, including any agreed upon next steps. If at any point in the complaint review process the complaint is resolved to your satisfaction, the society will send you confirmation of the resolution in writing.

For more information about the complaint process, please visit the Ministry of Children, Community and Social Services website:
http://www.children.gov.on.ca