{"id":3130,"date":"2026-03-10T13:14:22","date_gmt":"2026-03-10T17:14:22","guid":{"rendered":"https:\/\/findhelp.ca\/?page_id=3130"},"modified":"2026-03-10T16:07:46","modified_gmt":"2026-03-10T20:07:46","slug":"complaint-policy","status":"publish","type":"page","link":"https:\/\/findhelp.ca\/fr\/complaint-policy\/","title":{"rendered":"Complaint Policy"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"3130\" class=\"elementor elementor-3130\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-4a1e2939 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a1e2939\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-23f0988d\" data-id=\"23f0988d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7e11f180 elementor-widget elementor-widget-text-editor\" data-id=\"7e11f180\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h1>Complaint Policy<\/h1><h2><b>Mise en contexte<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Ontario 211<\/span> <span style=\"font-weight: 400;\">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<\/span> <span style=\"font-weight: 400;\">that has made the complaint; wants staff to be \u201ccomplaints-friendly\u201d 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.<\/span><\/p><h2><b>Purpose<\/b><\/h2><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To make sure everyone at the 211 contact centres<\/span> <span style=\"font-weight: 400;\">knows what to do if a complaint is received.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To make sure all complaints are investigated fairly and in a timely way.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To make sure that complaints are, wherever possible, resolved and that relationships are repaired.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To gather information which helps to improve what we do.<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><h2><b>Definition of a Complaint<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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.<\/span><\/p><h2><b>Where Complaints Come From<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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.<\/span><\/p><h2><b>Confidentiality<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.<\/span><\/p><h2><b>Responsibility<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Overall responsibility for this policy and its implementation lies with Ontario 211 and the RSPs.<\/span><\/p><h2><b>Monitoring and Learning from Complaints<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Complaints are reviewed by a Manager\u00a0 as they are received and analysed quarterly by Regional Service Providers\u00a0 to identify any trends which may indicate a need to take future action.<\/span><\/p><h2><b>AIRS Standards<\/b><\/h2><p style=\"padding-left: 40px;\"><i><span style=\"font-weight: 400;\">\u201cThe I&amp;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\u201d. AIRS Standards Version 9.0, July 2020 \u2013 Standard 1, Quality Indicator 14.<\/span><\/i><\/p><p style=\"padding-left: 40px;\"><i><span style=\"font-weight: 400;\">The I&amp;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&amp;R service guarantees protections for whistleblowers. AIRS Standards Version 9.0, July 2020 \u2013 Standard 22, Quality Indicator 7.<\/span><\/i><\/p><h2><b>Types and Escalation of Complaints<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p><p style=\"padding-left: 40px;\"><b>Service Complaints<br \/><\/b><b><\/b><span style=\"font-weight: 400;\">Services complaints<\/span> <span style=\"font-weight: 400;\">are complaints made about the service an individual received when connecting with 211 Ontario. These may include, but are not limited to:<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">long wait times \/ speed of service,<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">inaccurate or inappropriate information provided,<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">quality of service (attitude, tone of the person they connected with).<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><p style=\"padding-left: 40px;\"><b>Database Complaints:\u00a0<br \/><\/b><span style=\"font-weight: 400;\">Database complaints<\/span> <span style=\"font-weight: 400;\">are complaints made regarding information contained within a resource (agency, site, or service). These may include, but are not limited to:\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Incorrect or inaccurate information listed in a resource,<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Information not displaying on a 211 website (local or provincial).<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><p style=\"padding-left: 40px;\"><b>Ontario 211 Services and 211 Ontario System Complaints:<br \/><\/b><span style=\"font-weight: 400;\">Complaints may be received regarding other aspects of Ontario 211 Services and\/or 211 Ontario System. These may include, but are not limited to:<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Privacy<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Accessibility including the Accessibility for Ontarians with Disabilities Act<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Human Rights Violations<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Ontario 211 Website (excluding service listings)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Media and\/or Marketing\u00a0<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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:<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Director of Partnership Development and Strategic Initiatives<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ontario 211 Executive Director and the<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Executive Director of the Regional Service Provider that received the complaint.\u00a0<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><h2><b>Procedures<\/b><\/h2><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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.<\/span><\/p><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">There are 4 steps to the complaint process:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Receiving Complaints<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Addressing Complainant<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Investigating &amp; Reporting Complaints<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Resolving Service &amp; Database Complaints<br \/><br \/><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><h3><b>STEP ONE: RECEIVING COMPLAINTS THOUGH 211 ONTARIO SERVICE CHANNELS<\/b><\/h3><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Community Resource Specialists may receive complaints through the 211 service channels (telephone, text, chat or email).\u00a0\u00a0<\/span><\/p><p style=\"padding-left: 40px;\"><strong>When complaints are received through 211 telephone service, Community Resource Specialists shall:<\/strong><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">transfer the inquirer to their Manager\u00a0 or their voicemail<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">email their Manager the inContact ID or iCarol contact report number*<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">at caller\u2019s request, take down their name and contact information to have a Manager reach out to them within 2 business days<\/span><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><p style=\"padding-left: 40px;\"><strong>When complaints are received through 211 text or chat services, Community Resource Specialists shall:<\/strong><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li>provide the inquirer with their Managers contact information and<\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">email their Manager with inContact ID or iCarol contact report number*<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">at caller\u2019s request, take down their name and contact information to have a Manager reach out to them within 2 business days<\/span><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><p style=\"padding-left: 40px;\"><strong>When complaints are received through 211 email services, Community Resource Specialists shall:<\/strong><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">forward the email to their Manager for response and,\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">ensure the inContact ID or iCarol contact report number is included*<\/span><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><p style=\"padding-left: 40px;\"><b><i>*<\/i><\/b><i><span style=\"font-weight: 400;\">The inContact ID or iCarol ID should be the ID for the contact where the complaint was received.<\/span><\/i><\/p><p style=\"padding-left: 40px;\"><b>What if the inquirer does not want to speak with or be transferred to their Manager?<\/b><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li><span style=\"font-weight: 400;\">If an inquirer does not wish to speak with a Manager, the Community Resource Specialist may proceed and document the complaint.\u00a0 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.\u00a0<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><p style=\"padding-left: 40px;\"><b>Receiving Complaints through Non-211 Service Channels<\/b><\/p><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li><span style=\"font-weight: 400;\">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.\u00a0<br \/><br \/><\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul><h3><b>STEP TWO: ADDRESSING THE COMPLAINANT<\/b><\/h3><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">Complaints should be handled by Management, when possible. When addressing the complainant Management shall:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Listen to the complainant<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Document information regarding the contact as required<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Where appropriate, you may ask the complainant to submit a written account to ensure that the complaint is recorded in their own words.<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Inform the complainant of the actions that will be taken:<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The complaint will be provided to the Manager<\/span> <span style=\"font-weight: 400;\">who will:<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">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)<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">investigate and address the specific resource or database issue\u00a0\u00a0<\/span><\/li><\/ol><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer a follow-up contact to provide an update on the result of the complaint.<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The complainant does not have to accept a follow-up call<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The follow-up call may also be made by another Manager if appropriate (e.g. resource or database complaints)<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Thank the complainant for their time and for sharing their experience\u00a0<br \/><br \/><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><h3><b>STEP THREE: INVESTIGATING AND REPORTING COMPLAINTS<\/b><\/h3><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">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.\u00a0 All complaints shall be documented using the Complaint Form.\u00a0<\/span><\/p><p style=\"padding-left: 40px;\"><b>Investigating &amp; Reporting Service Complaints<br \/><\/b><span style=\"font-weight: 400;\">When a service complaint is received the receiving Manager will need to:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">locate the contact in question (the contact the complaint was made about, the incident) and:<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"4\"><span style=\"font-weight: 400;\">determine who the individual is that handled the contact in question,<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"4\"><span style=\"font-weight: 400;\">determine who is the Manager of the individual that handled the contact in question, and<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"4\"><span style=\"font-weight: 400;\">locate the inContact ID of the contact in question (incident).<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">complete the Complaint Form<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">send the Complaint Form to the Manager<\/span><b>*<\/b><span style=\"font-weight: 400;\"> of the employee the complaint was made against and<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"3\"><span style=\"font-weight: 400;\">send (<\/span><i><span style=\"font-weight: 400;\">cc<\/span><\/i><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">) the Complaint Form to the Manager of the Region in which the complainant is located<\/span><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><p style=\"padding-left: 40px;\"><b>Investigating &amp; Reporting Resource of Database Complaints<br \/><\/b><span style=\"font-weight: 400;\">When a resource or database complaint is received the receiving Manager will need to:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">locate the resource in question or confirm the database issue and<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">determine the Manager responsible for the resource or database<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">complete the Complaint Form<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">send the Complaint Form to the Manager of the Regional Service Provider responsible for the resource or database and<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">send (<\/span><i><span style=\"font-weight: 400;\">cc<\/span><\/i><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">) the Complaint Form to the Manager of the Region in which the complainant is located<\/span><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><p style=\"padding-left: 40px;\"><i><span style=\"font-weight: 400;\">*there are times when multiple staff are involved in a complaint and it may be appropriate to include their manager in the process.<\/span><\/i><\/p><p style=\"padding-left: 40px;\"><b>Reporting Ontario 211 Services and\/or 211 Ontario System Complaints<br \/><\/b><span style=\"font-weight: 400;\">When an Ontario 211 Services and \/or 211 Ontario System complaint is received the Manager will need to:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">complete the Complaint Form and<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">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.\u00a0<br \/><br \/><\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><h4><span style=\"color: #000000;\"><b>STEP FOUR: RESOLVING SERVICE &amp; DATABASE COMPLAINTS<\/b><\/span><\/h4><p style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">When a Manager receives a complaint about a member of their team or a resource of database they are responsible for, the Manager will:<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Review the Complaint Form and<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Listen to the contact in question or<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Review the resource or database issue<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Take the necessary actions to resolve the issue:<\/span><ol><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">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<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">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<\/span><\/li><\/ol><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Complete the \u201cResponse and\/or actions taken\u201d section of the Complaint Form and<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Send it back to the Manager who received the initial complaint.<\/span><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><\/li><\/ol><div class=\"textwidget custom-html-widget\">\u00a0<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-5cb951b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5cb951b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3aebf5b\" data-id=\"3aebf5b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1e89547 elementor-widget elementor-widget-text-editor\" data-id=\"1e89547\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">We are committed to providing respectful, high-quality services. If you have a concern or would like to make a complaint about your experience, please visit this link below:<br \/><br \/><\/span><\/p><h4 style=\"text-align: center;\"><span style=\"color: #3366ff;\"><strong><a style=\"color: #3366ff;\" href=\"https:\/\/211ontario.ca\/contact\/\" target=\"_blank\" rel=\"noopener\"> Ontario 211 <\/a><\/strong><\/span><\/h4><p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Ontario 211 will review your message and follow up as appropriate. Your feedback helps us improve our services and better support our community.<\/span><br \/><br \/><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>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&hellip;&nbsp;<a href=\"https:\/\/findhelp.ca\/fr\/complaint-policy\/\" rel=\"bookmark\">Lire la suite &raquo;<span class=\"screen-reader-text\">Complaint Policy<\/span><\/a><\/p>","protected":false},"author":5,"featured_media":3111,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-pagebuilder-full-width.php","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"class_list":["post-3130","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaint Policy - Findhelp Information Services<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/findhelp.ca\/fr\/complaint-policy\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Policy - Findhelp Information Services\" \/>\n<meta property=\"og:description\" content=\"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; 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