At Lynwood Charlton Centre, we are deeply committed to providing the highest standard of care and service. We believe that listening to concerns is a vital part of our commitment to accountability, learning, and continuous improvement.

We welcome feedback from clients, families, community partners, and the public. We have a formal process to ensure that all concerns are addressed in a timely, fair, and respectful manner.

We will:

• Listen: We will acknowledge your concern promptly and listen with an open mind.

• Be Fair: We will follow a clear, objective process to investigate your complaint thoroughly.

• Respect Your Privacy: Your complaint will be handled with the utmost confidentiality, in line with privacy laws.

• Act: We will work with you and all relevant parties to seek a resolution.

• Improve: As part of our accreditation standards, we document complaints and report trends annually to our Board of Directors to improve our services for everyone.

We understand that sharing a concern can be difficult. Our goal is to work with you to understand what happened and find a path forward. Thank you for helping us uphold our mission and improve our services.

Before submitting a complaint, please read our Complaints Guide which details every step of the process. This document provides complete information on:

• How to formally submit a complaint;

• The steps we will take to address it;

• Who will be involved in the process;

• How you will be updated on the progress;

• The process for escalation, if needed.

STEP 1

If you are comfortable, we encourage you to share your concern with a staff member. They will listen to you and attempt to resolve the issue. Many concerns can be resolved quickly at this level.

STEP 2

If your issue is not resolved during Step 1, or if you are not comfortable approaching the staff member(s) involved, or if the concern is of significant nature, please speak with the Program Manager.

STEP 3

If you are not comfortable speaking directly with the staff member or program manager, or if the issue is not resolved, you can file a formal complaint by following the process outlined in our official Complaints Guide.

STEP 4

After submission of your complaint, we will arrange to discuss it with you (in person or by phone).

At this stage, the Board of Directors are notified of the complaint.

We have provided multiple ways for you to submit a complaint. Please choose the method that works best for you. You can also share your complaint anonymously via letter to our Head Office or by calling (905) 389-1361.

Additionally, any client or member of the public may contact the following:

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

Toll-free (inside Ontario only): 1-800-263-1830
Outside Ontario: 416-586-3300
TTY (teletypewriter): 1-866-411-4211
Fax: 416-586-3485
Email: info@ombudsman.on.ca

To file your complaint, please use the Online Complaints Form.

For questions about the complaints process, please contact us.