If you have a question or concern about services from a children’s aid 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 to review formal complaints submitted in writing. Your society may also offer alternate complaints processes (for example, an Elders Forum).

Make a complaint

You can make a complaint about a society by submitting a complaint:

Review the complaint

If you’ve submitted a complaint directly to a society’s Internal Complaints Review Panel, the society will respond within seven days to determine if a review is needed. If so, a meeting will be scheduled with the society’s Internal Complaint Review Panel within 14 days.

If you’ve submitted a complaint to the Board, you’ll receive a response within seven days. If your complaint requires a review, notice of a hearing will be sent to you within 20 days.

For information on submitting a complaint to the Ontario Ombudsman and respective timelines, please call 1-800-263-1830 or visit the website.

Receive a decision

If you’ve met with the society’s Internal Complaint Review Panel, you’ll receive a decision in writing within 14 days.

If you were required to attend a Board hearing, you’ll receive a decision in writing within 10 days.