Complaint Process

Report an urgent complaint

Call the Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144
Hours of operation: 8:30 a.m.-7:00 p.m., 7 days a week.

For non-urgent complaints, please visit the Ministry of Long-Term Care website:
Long-term care home complaint process | ontario.ca

Report your concern directly to the home
Start by addressing your complaint or concern with the Registered Practical Nurse (RPN) on the resident’s home area. The RPN will:

• Listen, empathize and apologize
• Address the problem if it is within their ability to do so

If the RPN is unable to resolve the complaint or concern they will:

• Ensure the charge Registered Nurse (RN) or appropriate supervisor is informed
• The appropriate supervisor will follow-up within the next business day

The appropriate supervisor must investigate the complaint or concern and take appropriate action depending on the nature of the complaint, which may include:

• Verbal discuss with the resident/family member face-to-face or by telephone
• Meet with involved disciplines to develop a written action plan
• Coordinate a meeting with resident/family to resolve the concern
• Bring the complaint to Resident Council, Family Council for input into a solution to non-resident health specific issues