Have a Complaint?

Resolving Complaints

Lynwood Charlton Centre is committed to providing the very best services to our clients, their families, community partners and members of the public. We work hard to resolve any concerns or complaints you may have about our services.

A Comprehensive Process

When we receive a complaint, we look to work with the individual(s) involved to resolve the concerns in a fair way. Ours is a comprehensive, transparent complaint resolution process.

First, we ask that you share your concern with the staff person you deal with directly.

Within 24 hours, any staff hearing or becoming aware of a complaint will:

  • Acknowledge the receipt of the complaint
  • Determine what action can be taken to respond to the complaint
  • And Determine what, if any, supports the child, youth, or person making the complaint will require in order to participate in the complaints review process.

If your issue is not resolved, or you’re not comfortable approaching that person, we ask you to share your concern with the Program Manager.

If the issue is not resolved working with the program manager, we then invite you to complete and submit an Internal Complaints Form. Once you do this, the Executive Director and Board of Directors are informed of the complaint. Senior management then works to resolve the issue.

If the complaint is still not resolved at this point, it is forwarded to the Ministry of Child and Youth Services for resolution.

Lynwood Charlton Centre keeps a record of complaints and uses any learning from the issue resolution process to help us deliver the best possible service.

Complaint Resources

Contact a Program Manager

The contact information for the Program Manager is provided during orientation to service. It is also available on the Contact Us page.  Alternately, please call 905-389-1361 x0 and ask to speak to the Program Manager for your program.

  • 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 for online or in person at your facility.

  • Step #4

    The senior manager will discuss your complain 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 dealing with, and he/she will listen to you and attempt to resolve the issue.

    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 after discussion (in phone or in person with the Program Manager, your concern is not resolved, you may wish to file a Complaint.

    4. You may use this form to submit the complaint or alternate methods (letter, fax, e-mail). Should you wish to identify the complaint by phone or through a discussion, the Program Manager will record your complaint on this form. This form can be completed and then sent to the Program Manager. 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).

    To file your complaint online, please click Next to begin the process