Ascentia House Complaints Procedure

  • At Ascentia House, children have the right to make a formal complaint if they feel their rights have been violated, if they are dissatisfied with the care they receive, or if they experience unfair treatment. They are entitled to support in making a complaint, and the process for filing complaints is explained to them in a clear and understandable way. A member of the public can lodge complaints about Ascentia House.

    Ascentia House creates an environment where saying “I need help” feels safe and ordinary. The complaints route appears on the information board, in the orientation packet, and on a small card in each bedroom. A child can raise a concern:

    i) directly to any staff member

    ii) by handing in a written form

    iii) by placing a private note in a sealed box or

    iv) by asking to meet the Residence Manager.

    Staff treat each route as equally valid and requiring immediate support. The Supervisor ensures visibility and simplicity. Forms sit in plain sight with short instructions and large font; private envelopes are available; the Ombudsman’s contact details appear next to the phone and on the residence information board.

  • Ascentia House is committed to providing children and young persons with safe, respectful, inclusive and high-quality care.

    We welcome complaints, concerns, questions, suggestions and feedback from residents, families, guardians, placing agencies, advocates, service providers, community members, staff and other individuals who have concerns about Ascentia House or the services we provide.

    You have the right to raise a concern without fear of retaliation, intimidation, discrimination or negative consequences.

    What Can You Complain About?

    You may raise a concern about any aspect of Ascentia House services, including:

    - the treatment, safety or well-being of a child or young person;

    - respect for a child's or young person's rights;

    - care, supervision or support;

    - staff conduct;

    - discrimination, harassment or inappropriate treatment;

    - privacy or confidentiality concerns;

    - communication with families, guardians or placing agencies;

    - programs, activities or services;

    - living conditions or the residential environment;

    - restrictions or conditions placed on visitors or visits;

    - policies, procedures or practices; or

    - any other concern about services provided by Ascentia House.

    You do not need to know whether a concern is a formal complaint before contacting us.

    How to Make a Complaint

    A complaint or concern may be made:

    - in person;

    - by telephone;

    - by email;

    - in writing;

    - through a parent, guardian, advocate or support person;

    - with assistance from an Ascentia House staff member; or

    - anonymously, where appropriate.

    You may ask to speak privately with a member of management.

    Contact Ascentia House

    Residence Manager: __________

    Executive Director: Paulicap Okeke

    Telephone: +1 (416) 795-8891

    Email: p.okeke@ascentiahouse.com

    If you are a resident and need assistance making a complaint, Ascentia House will provide reasonable support to help you communicate your concern. This may include plain-language information, communication assistance, an interpreter, an advocate or another appropriate support person.

  • Ascentia House will:

    1. Listen to and document the concern.

    2. Determine whether immediate action or additional supports are required.

    3. Take steps to protect the safety and well-being of the child or young person.

    4. Review the complaint fairly and as promptly as possible.

    5. Where practicable, ensure that the complaint is reviewed by someone who is not the person complained about.

    6. Keep the complainant informed about the progress of the complaint.

    7. Provide information about the outcome, subject to privacy and confidentiality requirements.

    8. Take corrective or preventative action when concerns are substantiated or improvements are identified.

    9. Document the complaint and actions taken in accordance with applicable legislation and Ascentia House policies.

    Where the complaint is one governed by the Child, Youth and Family Services Act, 2017 (CYFSA) and its regulations, Ascentia House will follow the applicable statutory requirements, including requirements concerning acknowledgement, review, status updates, debriefing and further review.

  • Some concerns require immediate action and may also require reporting to another authority.

    If there is an immediate risk to the health, safety or welfare of a child or young person, Ascentia House will take immediate protective action and make any reports required by law.

    Depending on the circumstances, this may include contacting:

    - 911 or emergency services;

    - a children's aid society;

    - the police;

    - the Ministry of Children, Community and Social Services;

    - the appropriate regulatory or licensing authority; or

    - another authority required by law.

    Making a complaint to Ascentia House does not prevent a person from making a report directly to an appropriate external authority.

  • Children and young people living in residential settings have access to the Ontario Ombudsman’s Children and Youth Unit.

    The Ombudsman is independent and can receive complaints about services provided by residential licensees, including group homes. The Ombudsman may receive complaints from children and young people as well as adults who have concerns about services provided to children and youth.

    A child or young person may contact the Ombudsman directly. Ascentia House will support a resident who wishes to contact the Ombudsman and will provide a private means to do so without unnecessary delay.

    Ontario Ombudsman – Children and Youth Unit

    Toll-free: 1-800-263-2841

    Email: cy-ej@ombudsman.on.ca

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    Ontario law requires residential licensees to provide children and young people with information about the Ombudsman and how to contact the Office. Young people must also be able to contact the Ombudsman privately.

    Further Information About Your Rights

    Information about the rights of children and young persons under the CYFSA is available from the Government of Ontario.

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  • Ascentia House will handle complaints and personal information in accordance with applicable privacy and confidentiality requirements.

    Information will only be shared where permitted or required by law and will be limited to what is necessary to respond to the concern, protect a child or young person, comply with legal obligations, or complete a required review or investigation.

    No Retaliation

    No child, young person, family member, guardian, advocate, staff member or community member will be subject to retaliation, intimidation, discrimination or punishment for making a good-faith complaint or assisting with a complaint.

    We Want to Hear From You

    Feedback helps Ascentia House identify areas for improvement and strengthen the quality, safety and responsiveness of our services.

    If you have a concern, please tell us. Your voice matters.