The right process

A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information.

Issue: Children’s aid society

A mother called our Children and Youth Unit after her local children’s aid society told her it would not review her complaint due to a lack of information. The agency had a policy that stated a complaint must first be filed with a caseworker, then a supervisor, before it could be submitted to its internal complaint review process. Our staff determined that the agency did not follow existing government guidelines on processing a complaint, which say a panel must be convened so the complainant can discuss their matter with people not involved in the case. We ensured the mother had her complaint reviewed.

Learn more about the Children and Youth Unit which answers questions and takes complaints about child protection services.