CCN

Complaints Process

HELP IMPROVE OUR SERVICES BY SHARING YOUR CONCERNS WITH US

You have the right to appeal. CCN's complaints process is in place to assist people receiving our services and to resolve problems they may experience with our service provision.

While we encourage you to discuss any dissatisfaction with your assigned CCN worker, we recognize that there are times when concerns cannot be satisfactorily resolved at that level.

CCN's complaint process ensures that you have recourse to a fair and objective review of your concerns through CCN management, and the Board Appeal Process.

In most instances your discussion with the CCN staff member assigned to you will resolve the matter to your satisfaction. However when this is not the outcome, you may wish to have your concern reviewed by the staff member's supervisor.

Just ask the staff member to arrange a meeting for you to meet with his/her supervisor. The supervisor will be interested in learning all of the relevant information about what has occurred so far, and what you consider to be a fair and satisfactory outcome. The Supervisor will address your concerns promptly and fairly.

If you are not satisfied with the outcome, you can request a review by the CCN Executive Director. The Executive Director will meet with you to review the matter, consider actions proposed to resolve your concern, and inform you of his/her decision in writing.

Should you wish to appeal the decision of the Executive Director, you may request a Formal Appeal Hearing by the CCN Board of Directors Appeal Panel.


FORMAL APPEAL

The Board Appeal Panel will be comprised of three Board members selected by the CCN Board Chairperson. The panel will commence within 30 days of your written request, and will notify you of their decision within 10 working days. You will have an opportunity to present written submissions or documents to the appeal panel provided that it is received by the CCN appeal panel 10 working days in advance of the appeal hearing.

If you choose not to attend a Board Appeal Panel, a decision will be arrived at following a review of written documentation and staff interviews. A summary of the appeal panel's decision will be provided to you in writing.

The Board Appeal Panel is the last level of appeal within the organization. However, if you wish to pursue the matter further, you are entitled to a review by the Provincial Governments Ministry of Community and Social Services Regional Director or the Office of Child and Family Services Advocacy. If you wish to pursue this avenue we urge you to contact either

The Ministry of Community and Social Services/Ministry of Child & Youth Services
Regional Director

199 Larch St.
Sudbury, ON P3E 5P9
Telephone: 705-564-8153

- or -

Ministry of Community & Social Services/Ministry of Child & Youth Services
The Office of Child & Family Services Advocacy

250 Davisville Ave., Suite 503
Toronto, ON M7A 1G2
Telephone: 1-800-263-2541 or (416)325-5669

While we appreciate that it is not always possible to avoid conflict, or differing opinions, it is our commitment if at all possible to help you find a satisfactory solution.