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.
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.