If you are pleased with the service being provided or you have a suggestion on how we can improve the care and services you receive, please email the applicable Home Contact, Community Based Programs or Head Office.

For Concerns and Complaints

Long-Term Care (LTC) Homes

We are committed to providing exemplary care and services. If we do not meet your expectations, we want to know about it so that we can quickly make it right. Our priority is to accomplish this in a supportive and transparent way that ensures there is no fear of reprisal.

  1. You are welcome to speak with any member of our front line staff as they may be able to quickly address your concern. If additional time or assistance is needed, staff will explain what steps will be taken which may include speaking to the Registered Nurse or Registered Nurse in Charge.
  2. If you are not satisfied with the outcome, please speak to the appropriate Manager within the resident home area.
  3. If you still have an unresolved concern, you are welcome to speak to the Director of Care/Director of Nursing  or the Supervisor Administrative Services/Assistant Administrator.
  4. If after following the above steps your concern has not been resolved to your satisfaction, please speak directly with the Administrator.
  5. We expect your issue, concern or complaint to be resolved within the LTC home, but if not, please contact the Director, Long-Term Care Homes, City of Toronto at 416-392-8713.
  6. If you cannot resolve your issue, concern or complaint with the Director, Long-Term Care Homes, City of Toronto, you may escalate to the General Manager, Seniors Services and Long-Term Care, City of Toronto at 416-392-8906.
  7. Issues, concerns or complaints not addressed to your satisfaction, may also be directed to the Ministry: Long-Term Care Family Support and Action Line at 1-866-434-0144 or in writing to Director, Long-Term Care Inspection Branch, Long-Term Care Operations Division, 119 King St. W. 11th Floor, Hamilton ON L8P 4Y7.
  8. Issues, concerns or complaints not addressed to your satisfaction by the Director, Long-Term Care Homes, City of Toronto and not covered by the Ministry of Long-Term Care, may also be directed to the City of Toronto Ombudsman 416-392-7062 or ombudsman@toronto.ca  
  9. If the complainant has already contacted the LTC home directly and the Long-Term Care Family Support and Action Line and was not able to reach a satisfactory resolution, they may contact the (provincial) Patient Ombudsman online or by calling 1-888-321-0339 or 416-597-9339 (in Toronto), TTY 416-597-5371.

Community Based Programs

  1. Talk to your caseworker if you are a client of the Homemakers and Nurses Services program, or talk to your Registered Practical Nurse if you are a client in the Supportive Housing Program
  2. If you are not satisfied with the outcome, talk to the Supervisor, Community Programs
  3. If you have been unable to provide an acceptable resolution, you should contact the Manager of Community Programs at 416-392-8579

We expect your issue, concern or complaint to be resolved, but if not, please contact the Director, Resident Care & Services. The General Manager is also available to help you seek an acceptable resolution to your concern or complaint.

Acknowledgement of Complaint

We are committed to excellence in customer service and commit to respond to every complaint as soon as possible; our service standard will not exceed 48 hours during regular business hours.

Complaint Follow-up Service Standard

We are committed to providing feedback to the complainant with an interim response, within two business days after acknowledgement of receipt of complaint. The service standard for complaint resolution is variable, dependent upon the nature of the complaint.