Process

CPRI encourages children, youth and families to provide feedback or suggestions. You can also make a complaint if you are not satisfied with the service your child or youth is getting.

If a complaint is made, it will not affect the service you or your child or youth will receive.

There are different processes for submitting a general complaint and a complaint about a clinical decision.

General complaints

It’s a good idea to discuss your concerns with a CPRI staff member that you feel comfortable with. Staff members will listen to your concerns and work with you to resolve any issues.

You can also use a “Help Card” to talk with a CPRI staff member. You can ask any member of the clinical team what a Help Card is and how to fill it out.

Making a formal complaint

If you would like to submit a formal complaint or discuss your concern with someone else, you can do so by:

Email: cpri.admin@ontario.ca
Telephone: 519-858-2774 ext. 2011
Mail:
600 Sanatorium Road
London, Ontario
N6H 3W7
Attn: Director’s Office

After you submit a formal complaint

Someone from CPRI’s director’s office will contact you in writing before the end of the next business day to let you know your complaint was received. They will explain the next steps and tell you when to expect a response. You will get a tracking number for your complaint. The manager will ask if there are any supports you need so you can participate in the complaint process (for example, some families need a translator).

If you do not provide your name, CPRI will review your complaint but will be unable to give you updates or information on the result.

A manager not involved in your child’s care will review your complaint. They will determine if any immediate action can be taken. The manager will also consider policies, procedures, client information and any other records as needed. They will make sure that appropriate policies, procedures and rules are followed.

If your complaint is about your child or youth, they will also get updates and information on the result. We will need consent from your child or youth to provide any personal information. The complaint and steps taken to address it will be documented in their file.

You will get a written final response to your complaint within 15 business days from the time you submit your complaint. If your complaint is complex, then a response might not be possible within 15 business days. In this case, you will be notified in writing of the delay, given a new timeline and you will receive updates every 15 business days or if you ask for an update.

If you are not satisfied with the outcome of the review

If you are not satisfied with the outcome of the review, you can ask the manager that reviewed your complaint to send your complaint to the director’s office, or you can send it yourself.

The director or a delegate will review your complaint and the related documents. You will receive a written response within 15 business days.

Complaints about clinical decisions

Sometimes there may be disagreements about clinical decisions. When that happens, it is important that we all work together to find the best way to resolve the disagreement. We want your child or youth to receive the services that will help them the most.

How to make a complaint

The first thing to do is to request a meeting with your clinical team and the manager to talk about your concerns. The team is happy to listen. They can explain why the decision was made and try to resolve your concerns.

You can also use a “Help Card” to talk about a clinical decision. You can ask any member of the clinical team what a Help Card is and how to fill it out.

Following this meeting, if you would like to submit a formal complaint or discuss your concern with someone else, you can do so by:

Email: cpri.admin@ontario.ca
Telephone: 519-858-2774 ext. 2011
Mail:
600 Sanatorium Road
London, Ontario
N6H 3W7
Attn: Director’s Office

After you submit a formal complaint about a clinical decision

Someone from CPRI’s director’s office will contact you in writing before the end of the next business day to let you know your complaint was received. They will explain the next steps and tell you when to expect a response. You will get a tracking number for your complaint. Someone from the director’s office will ask if there are any supports you need so you can participate in the complaint process (for example, some families need a translator).

A manager will contact you to try to address your concerns with you.

If your complaint is about your child or youth, they will also get updates and information on the result. We will need consent from your child or youth to provide any personal information. The complaint and steps taken to address it will be documented in their file.

If you are not satisfied with the response

If you feel your concerns have not been addressed, you can ask for a review of the clinical decision. Within five business days a manager will ask a different CPRI clinician to do a Comprehensive Internal Clinical Review. The clinician will be someone who has not been involved with you or your child or youth and who has the right kind of clinical skills to do the review.

You will receive a report from the manager within 20 business days. If a response cannot be provided within this amount of time, you will be notified in writing of the delay and given a new timeline. This may happen if your complaint is complex. You will receive updates every 15 business days or if you ask for an update.

Who else can help you with your complaint

We want to resolve your concerns with you. However, if you are unhappy with the way the complaint was resolved, or you do not feel comfortable talking about your concern with us directly, you can contact Ontario’s Ombudsman.

Ombudsman

The Ombudsman is an independent officer of the legislature who investigates complaints from the public about services provided by the Ontario government.

You can get the contact information for the Ombudsman on the Ombudsman website.