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Toronto Central CCAC




Feedback and Concerns

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Toronto Central CCAC's vision is outstanding care – every person, every day. While we aim to provide the best possible care, we also want to provide the best possible service. We want to know how we are doing and welcome feedback — compliments, concerns, or other inquiries. Compliments and critique both help us continually improve our programs and services. We work very hard to resolve any client complaint as promptly as possible. If you have a specific concern about your care, or  the service being provided please contact our Client Service Center at 416-506-9888 . If your situation is not resolved satisfactorily, you can ask the service centre to help you connect with:

1. Your Care Coordinator

Your Care Coordinator is most familiar with your specific situation and will work with you, your family, and/or your caregiver to respond to your concern. Most client concerns are successfully resolved by talking directly with the Care Coordinator. You should expect a return call within 1 business day.

If you're not completely satisfied with the resolution after speaking with your Care Coordinator, please:

2. Speak with your Care Coordinator's Manager

If your concern remains  unresolved after speaking with your Care Coordinator, call the Client Service Centre and ask to speak to the your Care Coordinator's Manager. Managers will do their best to find a resolution by working with you, your family, and/or your caregiver - as well as your Care Coordinator. The Manager will return your call within 1 business day.

 If you're not completely satisfied with the resolution after speaking with the Manager, please.

3. Speak with the Manager's Director

If your concern is unresolved after working with your Care Coordinator's Manager, please ask for the Manager's Director.  The Director will do their best to find a resolution by working with you, your family, and/or your caregiver as well as the Manager and Care Coordinator.

Our Care Coordinators and Managers resolve the vast majority of concerns and rarely do concerns escalate to our Directors.  However, should your concern have escalated to the Director and the resolution was not to your satisfaction, you should raise your concern toa) Client Experience Office, b) the Long-Term Care Action Line or c) The Health Services Appeal and Review Board (HSARB) as appropriate:

A)     Client Experience Office - Toronto Central CCAC

416-506-9888 extension 2218 or ClientExperience@toronto.ccac-ont.ca

How long will it take to process my complaint?
All complaints are acknowledged within 1 business day. Most complaints are resolved within 5 business days of receipt.  If we are unable to resolve your complaint within 5 business days, we will contact you to let you know why additional time is necessary and when you can expect a response.

B)      Long-Term Care Action Line

The Long-Term Care Action Line, is a service provided by the Ministry of Health and Long-Term Care. Originally established for residents of long-term care homes with concerns about care, this line now takes calls from CCAC clients and caregivers who wish to  raise concerns or complaints about home and community care services.

If you contact the Long-Term Care Action Line, an Independent Complaints Facilitator (ICF) will be assigned to help you address your concern or complaint with the Toronto Central CCAC.

 Contact:1-866-876-7658, or www.health.gov.on.ca

 ​C)      The Health Services Appeal and Review Board (HSARB)

The HSARB will hear complaints related to your eligibility for service, the type or amount of service you receive, or why services were discontinued. The HSARB is an independent tribunal set up by the Ministry of Health to address complaints about the health care system. 

Health Services Appeal and Review Board
151 Bloor Street West, 9th Floor
Toronto, Ontario
M5S 1S4
(416) 327-8512