Complaints

LCC is committed to ensuring that clients, community partners and the public have access to a complaints procedure to address concerns in a timely and effective manner. LCC is also required by Accreditation standards to document and report any trends to the Board of Directors on an annual basis.

LCC has a full and comprehensive policy identifying the steps taken to resolve a complaint and who will be notified in the event of a complaint, which may include informing the Board of Directors. When a complaint is received, LCC works with all relevant parties, including children, youth, and families to acknowledge the concern(s) and follows the identified process to resolve the concern(s) as best as possible.

Step #1

Share your concern with a staff member in person.

Step #2

Share your concern with the program manager.

Step #3

File a complaint online or in person at your facility.

Step #4

The senior manage will discuss your complaint with you. The board of directors will be notified.

File Your Complaint Online

Please Read Before Filing Your Complaint:

The Centre is committed to providing the very best service to its clients, their families, community partners and members of the public, including working with you to resolve any concerns or complaints you may have.

What to Do If You Have a Complaint:

  1. If you are comfortable, please share your concern with the staff person that you are working with, and they will listen to you and attempt to resolve the issue. Whenever an LCC staff person becomes aware of a complaint we will respond within 24 hours to indicate we are aware of the complaint and will work with you to resolve it.
  2. If your issue is not resolved during Step 1, or if you are not comfortable approaching the staff person involved, or if the concern is of significant nature, please speak with the Manager of that Program. The Manager will get back to you within 3 business days.
  3. If the issue continues to not be resolved at Step 2, please complete an internal Complaints Form (located under Complaint Resources) or submit an online form. If submitting a Complaints Form, you can share your complaint with the Program Manager by e-mail, letter, fax, or in-person. If the complaint is about the Program Manager, the form can be sent to their Manager (to find out who this is, please call 905-389-1361 ext. 0).
  4. After submission of the written complaint, we will arrange to discuss your complaint (in person or by phone). At this stage, the Board of Directors is also notified of the complaint.

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: [email protected]

To file your complain online, please use the form below:

Complaint Resources

Online Complaint Form