Providing anti-racist, anti-oppressive, intersectional quality service for children, youth, and families is very important to us. If you have a concern or complaint about the services you have received from our agency, we want to hear from you. Our hope is to work together to resolve your concern and improve our service.

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Complaint Process:

The first step in resolving any concern or complaint is to talk to the caseworker who is working with you as they would have the most in-depth knowledge to answer your questions or work with you to resolve the concern. You have the option of requesting the Service Manager to join you and the caseworker to resolve the concern/complaint.

If your concern has not been resolved or you remain dissatisfied with the outcome, you have the option of speaking with the Senior Service Lead who will work with you, the caseworker, and Service Manager to resolve the concerns.

Following this process, if you remain dissatisfied with the outcome, you have the option of speaking with the Senior Lead – Service Excellence and Professional Standards, the Director of Service and then the Executive Director, all will work with you to resolve your concern/complaint.

If your concern/complaint is regarding a previous involvement with our agency, you can submit your complaint/concern here and it will be directed to the appropriate person to respond.

At any point in time during the above process, or if your concerns has not been resolved to your satisfaction, you can request a formal review of your complaint using the following options:

The Panel consists of a senior manager and a service manager who have not had direct involvement with your case or complaint, as well as a member of the Board of Directors. To engage in the Internal Complaint Review Process, you must complete and submit the form to the agency, either in person, by mail, fax or email. Download the form here.

There are some matters that can be reviewed by the Review Panel and some that cannot.

Matters we can review:

  • Services you have sought or received
  • Parts of the plan of care for your child
  • Concerns about your child’s placement in the care of the Society

Matters we cannot review:

  • Issues that have been decided by the Court or that are before the Court
  • Policies and procedures mandated by law
  • Matters that are subject to another decision-making process under the Child and Family Services Act or the Labour Relations Act
  • Issues raised by a person who has not sought or received service from the Society
When we receive your written complaint, the Society will, as soon as possible and within seven days, determine whether or not it is eligible for review, in light of the criteria above.
  1. If your complaint is not eligible for review by the Panel, you will be notified in writing, within seven days. You will also be given the reason(s) for the decision.
  2. If your complaint is eligible for review by the Panel, you will be notified in writing within seven days to schedule a date for a meeting. The meeting will be scheduled within 14 days of the written notice, or at a mutually agreed upon date You will also be given the name of a contact person at the Society who can answer your questions about the process.
  3. You may bring a support person(s) to the meeting.
  4. Within 14 days of your meeting with the Review Panel, the Panel will send you its decision and the reasons for its decision in writing.
  5. If your concerns are still not resolved you will be directed to the Provincial Child and Family Services Review Board.

Note: Alternate formats to initiate a complaint and receive feedback are available. You can inquire with any staff person about your options.

You can also make a complaint to the Child and Family Services Review Board at any time. This means that a complaint can be made directly to the Child and Family Services Review Board either before or during involvement with the Children’s Aid Society’s Internal Complaint Review Panel.

To submit an application to the Child and Family Services Review Board, complete Form 2: Application about Complaints Against a Children’s Aid Society (available here CFSRB: Forms & Filing | Tribunals Ontario) and send to:

Child and Family Services Review Board
15 Grosvenor Street, Ground Floor
Toronto, ON M7A 2G6

Toronto Area: 416-327-0111
Long Distance: 1-888-777-3616
TDD/TTY: Call the Bell Relay Service at 1-800-855-0511

The Ontario Ombudsman’s Office can also take complaints about services received from a Children’s Aid Society. The Ombudsman has created dedicated units of specialized staff to answer questions, address concerns, conduct investigations, and review complaints:

Office of the Ombudsman of Ontario
483 Bay Street
10th floor, South Tower
Toronto, ON M5G 2C9

Toll-free (inside Ontario only): 1-800-263-1830
Outside Ontario: 416-586-3300
TTY (teletypewriter): 1-866-411-4211
Fax: 416-586-3485

Your feedback important to us and helps us to improve our service. We want to hear about your experience working with Simcoe Muskoka Family Connexions.

Please fill out the confidential online feedback form below to provide us information that will help us in servicing children, youth and families in the future. If you would prefer, you can print off a copy of the Confidential Feedback Form and drop it off in the secure boxes in any of our branch office locations.

If you have any specific questions or comments about any service you have received, please don’t hesitate to contact us. If you wish to make a formal complaint, please see We Care about our Service.

Client Feedback Form

We Really Want to Hear From You! If you have received service from Simcoe Muskoka Family Connexions, we would ask that you please take a few minutes to complete the questions below. Your responses will be received anonymously and any information you do provide will be kept confidential.

Please indicate approximately what timeframe you have received service from Simcoe Muskoka Family Connexions (or legacy agencies Simcoe Children's Aid or Family, Youth & Child Services of Muskoka. (Check all that apply):
I was treated with respect
My messages were returned within 24 hours (i.e by phone, text, e-mail)
Staff took the time to listen to my point of view.
Agency staff helped me identify my family's strengths.
I clearly understood why the agency became involved with my family.
I clearly understood what had to happen for my case to be closed.
I would feel comfortable contacting the agency in the future for services.
Overall, I am satisfied with the services my family and I received from the agency.
Was our service provided to you in an accessible manner?
Did you encounter any problems in accessing our services?
Did you receive culturally appropriate services?
Avez-vous reçu des services de qualité en français? If applicable, did you receive services in French?