Complaint Policy

Background

Ontario 211 acknowledges the right of the public to complain when dissatisfied with a service, and encourages feedback from customers, clients and the public generally; views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint; wants staff to be “complaints-friendly” and not defensive or negative about feedback and complaints; and recognizes that properly handled complaints and feedback help the agency to improve its business processes, and therefore, time spent on handling complaints is an investment in better service to the public.

Purpose

• • • • To make sure everyone at the 211 contact centres knows what to do if a complaint is received.
      • To make sure all complaints are investigated fairly and in a timely way.
      • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
      • To gather information which helps to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the work relating to the delivery of 211 services in Ontario.

Where Complaints Come From

Complaints may come from any person or organization who believes they did not receive the service they expected. A complaint can be received verbally, by phone, through electronic communication or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with Ontario 211 and the RSPs.

Monitoring and Learning from Complaints

Complaints are reviewed by a Manager  as they are received and analysed quarterly by Regional Service Providers  to identify any trends which may indicate a need to take future action.

AIRS Standards

“The I&R service has a process to resolve complaints from inquirers and community service agencies, including those related to customer satisfaction, accuracy of referrals, and potential breaches of privacy and confidentiality”. AIRS Standards Version 9.0, July 2020 – Standard 1, Quality Indicator 14.

The I&R service has a formal process for registering and attempting to resolve complaints from inquirers, staff members and the community. All complaints can be appealed to the governing body as a final step in the process. The I&R service guarantees protections for whistleblowers. AIRS Standards Version 9.0, July 2020 – Standard 22, Quality Indicator 7.

Types and Escalation of Complaints

If at any time during the complaint process the complainant speaks or threatens to go to the media, social media, lawyer or feels that their human rights have been violated, or any other actions that they take that could compromise the 211 Ontario systems; the Executive Director of Ontario 211 must be briefed on the complaint. 

Service Complaints
Services complaints are complaints made about the service an individual received when connecting with 211 Ontario. These may include, but are not limited to:

• • • • • long wait times / speed of service,
        • inaccurate or inappropriate information provided,
        • quality of service (attitude, tone of the person they connected with).

Database Complaints: 
Database complaints are complaints made regarding information contained within a resource (agency, site, or service). These may include, but are not limited to: 

• • • • • Incorrect or inaccurate information listed in a resource,
        • Information not displaying on a 211 website (local or provincial).

Ontario 211 Services and 211 Ontario System Complaints:
Complaints may be received regarding other aspects of Ontario 211 Services and/or 211 Ontario System. These may include, but are not limited to:

• • • • • Privacy
        • Accessibility including the Accessibility for Ontarians with Disabilities Act
        • Human Rights Violations
        • Ontario 211 Website (excluding service listings)
        • Media and/or Marketing 

All complaints received regarding other aspects of Ontario 211 Services and/or 211 Ontario shall be escalated to Ontario 211 Services. Complaints shall be sent to the:

• • • • • Director of Partnership Development and Strategic Initiatives
        • Ontario 211 Executive Director and the
        • Executive Director of the Regional Service Provider that received the complaint. 

Procedures

Anonymous complaints will not be documented or investigated. Complainants must provide their name and the date/time of the contact (to the best of their ability). If the date/time of the contact is not provided, the complaint may still be documented, however, it will not be possible for the Manager to verify contact and investigate the complaint.

There are 4 steps to the complaint process:

1. 1. 1. 1. 1. Receiving Complaints
            2. Addressing Complainant
            3. Investigating & Reporting Complaints
            4. Resolving Service & Database Complaints
               
               

STEP ONE: RECEIVING COMPLAINTS THOUGH 211 ONTARIO SERVICE CHANNELS

Community Resource Specialists may receive complaints through the 211 service channels (telephone, text, chat or email).  

When complaints are received through 211 telephone service, Community Resource Specialists shall:

1. 1. 1. 1. 1. transfer the inquirer to their Manager  or their voicemail
            2. email their Manager the inContact ID or iCarol contact report number*
            3. at caller’s request, take down their name and contact information to have a Manager reach out to them within 2 business days

When complaints are received through 211 text or chat services, Community Resource Specialists shall:

1. 1. 1. 1. 1. provide the inquirer with their Managers contact information and
            2. email their Manager with inContact ID or iCarol contact report number*
            3. at caller’s request, take down their name and contact information to have a Manager reach out to them within 2 business days

When complaints are received through 211 email services, Community Resource Specialists shall:

1. 1. 1. 1. 1. forward the email to their Manager for response and, 
            2. ensure the inContact ID or iCarol contact report number is included*

*The inContact ID or iCarol ID should be the ID for the contact where the complaint was received.

What if the inquirer does not want to speak with or be transferred to their Manager?

• • • • • If an inquirer does not wish to speak with a Manager, the Community Resource Specialist may proceed and document the complaint.  A Community Resource Specialist may also proceed and document the complaint when a Manager is not immediately available, and the complainant does not want to wait for a callback. 

Receiving Complaints through Non-211 Service Channels

• • • • • When complaints are received through non-211 service channels (i.e. local administration lines, community presentations, booths, or fairs), the Managers contact information shall be offered, or the individual may proceed to document the complaint. 
          
          

STEP TWO: ADDRESSING THE COMPLAINANT

Complaints should be handled by Management, when possible. When addressing the complainant Management shall:

1. 1. 1. 1. 1. Listen to the complainant
            2. Document information regarding the contact as required
               1. Where appropriate, you may ask the complainant to submit a written account to ensure that the complaint is recorded in their own words.
            3. Inform the complainant of the actions that will be taken:
               1. The complaint will be provided to the Manager who will:
                  1. review the contact and take appropriate action based on their assessment of the call and the Complaint Form (i.e. provide additional training and coaching as appropriate, escalated to a Executive Director)
                  2. investigate and address the specific resource or database issue  
            4. Offer a follow-up contact to provide an update on the result of the complaint.
               1. The complainant does not have to accept a follow-up call
               2. The follow-up call may also be made by another Manager if appropriate (e.g. resource or database complaints)
            5. Thank the complainant for their time and for sharing their experience 
               
               

STEP THREE: INVESTIGATING AND REPORTING COMPLAINTS

Some investigation may be required for documenting complaints. Managers may need to locate recordings or transcripts of calls or locate resource numbers from the database.  All complaints shall be documented using the Complaint Form. 

Investigating & Reporting Service Complaints
When a service complaint is received the receiving Manager will need to:

1. 1. 1. 1. 1. locate the contact in question (the contact the complaint was made about, the incident) and:
               1. determine who the individual is that handled the contact in question,
               2. determine who is the Manager of the individual that handled the contact in question, and
               3. locate the inContact ID of the contact in question (incident).
            2. complete the Complaint Form
            3. send the Complaint Form to the Manager* of the employee the complaint was made against and
            4. send (cc) the Complaint Form to the Manager of the Region in which the complainant is located

Investigating & Reporting Resource of Database Complaints
When a resource or database complaint is received the receiving Manager will need to:

1. 1. 1. 1. 1. locate the resource in question or confirm the database issue and
               1. determine the Manager responsible for the resource or database
            2. complete the Complaint Form
            3. send the Complaint Form to the Manager of the Regional Service Provider responsible for the resource or database and
            4. send (cc) the Complaint Form to the Manager of the Region in which the complainant is located

*there are times when multiple staff are involved in a complaint and it may be appropriate to include their manager in the process.

Reporting Ontario 211 Services and/or 211 Ontario System Complaints
When an Ontario 211 Services and /or 211 Ontario System complaint is received the Manager will need to:

1. 1. 1. 1. 1. complete the Complaint Form and
            2. send the complaint to the Director of Partnership Development and Strategic Initiatives and the Ontario 211 Services Executive Director with a copy to the Executive Director of the Regional Service Provider who received the complaint. 
               
               

STEP FOUR: RESOLVING SERVICE & DATABASE COMPLAINTS

When a Manager receives a complaint about a member of their team or a resource of database they are responsible for, the Manager will:

1. 1. 1. 1. 1. Review the Complaint Form and
               1. Listen to the contact in question or
               2. Review the resource or database issue
            2. Take the necessary actions to resolve the issue:
               1. If it is a performance issue additional training, coaching shall be provided, and the Manager shall also follow any local policy/procedures related to performance management
               2. If it is a resource or database complaint, not relating to a performance issue, the Manager shall take the necessary actions to resolve the issue
            3. Complete the “Response and/or actions taken” section of the Complaint Form and
            4. Send it back to the Manager who received the initial complaint.