Complaints
Concerns & Complaints
We aim to provide the highest quality of service to children, youth and families. If you have a concern or complaint about working with us, we want to hear from you.
We encourage you to follow the complaint processes below so we can work together to find a solution.
This process is for complaints about any of our services or allegations that the rights of individuals in our care have been violated. It ensures that the client’s rights are respected and upheld, and that concerns are brought forward and dealt with in a fair, timely and organized manner.
Resolving Complaints: A 5-Step Process
If you have a complaint related to a specific case or individual(s), please follow these steps:
Talk to a Manager
If your complaint can’t be resolved, talk to a Manager. Your Worker can provide their contact information or call 1-855-623-8511 and ask for it.
If their Manager is not available, another from that team can help.
Talk to your Worker
Share your concern directly with your Worker to try to find a solution together.
If you don’t know the Worker’s contact information, please call 1-855-623-8511 and ask for their phone number. If you don’t know the Worker’s name, please reference the client’s name.
Assistant Director
If the Manager is unable to resolve your concern, ask to speak with an Assistant Director. The Manager can provide the contact information for their Assistant Director.
The Director
If your complaint is not resolved in step 3, ask to speak with the Director and share what solutions were attempted to resolve the complaint.
Outline your complaint and the name of the Workers, Managers and Assistant Directors you’ve spoken with. The Assistant Director can provide the Director’s contact information.
CEO & Internal Review Panel
If your complaint is not resolved in step 3, ask to speak with the Director and share what solutions were attempted to resolve the complaint.
Outline your complaint and the name of the Workers, Managers and Assistant Directors you’ve spoken with. The Assistant Director can provide the Director’s contact information.
Frequently Asked Questions
Who can submit a complaint?
Anyone can submit a complaint; however the process differs depending on the complaint and your relationship to the situation.
Case-related complaints can be submitted by primary caregivers, parents, Foster Parents, children, and other persons representing the child who have sought or are in receipt of services from Dilico.
How long does it take to review a complaint?
Because every situation is different, case by case timelines will vary. We’ll provide receipt of a complaint within one business day and are committed to working together in a fair, timely and organized manner.
If going to an Internal Complaints Review Panel, the meeting will be held within 14 business days of the determination of eligibility. Within 14 business days following the meeting, the Internal Complaints Review Panel will provide a written summary of the results.
What kind of complaints are eligible for review by an Internal Panel?
- Client concerns regarding Dilico’s service practices and processes
- Client concerns relating to a service sought or received
- Client concerns regarding the family’s service plan or child’s plan of care
- Service delivery issues such as staff conduct, contact with family, etc
- Breaches of internal agency service policies including confidentiality
- Quality of alternate care that is being provided to a child
- Allegations that a child’s rights have been violated
Note: If a complaint is directly related to evidence currently before the courts, the Internal Client Complaints Review Process cannot be initiated until the court process is resolved.
Who's on an Internal Complaints Review Panel?
The Internal Complaints Review Panel will consist of:
- One member of management (Executive Director, Director, or Assistant Director)
- Other Dilico staff as required
- One person who is external to Dilico (may be a Dilico Board Member)
- Another person not directly involved with Dilico
No person selected as a member of the Internal Complaints Review Panel shall have had any direct involvement with the complaint being reviewed.
Is there anyone else I should contact about my concern?
At any time during the complaint process, we welcome you to bring a support person with you, including a representative of your community.
You can also contact the Ombudsman at any time during the complaint process. Visit Ombudsman.on.ca to learn more or contact them at 416-325-5669 or cy-ej@ombudsman.on.ca.
Still not resolved?
Prior to your complaint being brought to the Internal Complaints Review Panel, each step of this complaint procedure must have been attempted.
If a solution still can’t be found and your complaint is related to Child Welfare, please contact the Child and Family Services Review Board (CFSRB) at the Ministry of Children, Community & Social Services.
Not directly receiving services?
If you have a complaint but are not directly receiving services (e.g. grandparents, relatives, service providers, and the general public) please call 1-855-623-8511 and identify what the complaint is about and how we can reach you to follow up.
Urgent Issue? If it is an urgent child welfare issue please request “intake screening” to make a referral.