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
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:
||York Region Children's Aid Society
||16915 Leslie Street
||Newmarket, ON L3Y 9A1
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: