Client Complaints / Appeals Process

Two primary responsibilities of the Toronto Community Care Access Centre are providing quality care to clients and demonstrating accountability for the decisions that we make. In keeping with our responsibilities, we encourage clients to voice their concerns about the services they receive from us.

In April 2001, the Toronto Community Care Access Centre adopted some key changes to its process for client complaints / appeals. The new process is outlined below and also represented in this appeals process diagram:

Process for Client Appeals

Client contacts care coordinator with concern:
	Step 1-	Care Coordinator reassesses client's needs
	Step 2-	Assessment by 2nd Care Coordinator
	Step 3 -	Review by External Ombudsperson
	Step 4 -	Appeal to Ontario Health Services Appeals and Review Board
	OR
	Step 1-	Client contacts external Ombudsperson directly, who then reviews situation in consultation with Client and Care Coordinator.
	Step 2 -	Appeal to Ontario Health Services Appeals and Review Board

The External Ombudsperson is not an employee of the Toronto Community Care Access Centre, but is an independent consultant for the Toronto Community Care Access Centre who will:

1. listen to client concerns and complaints;
2. conduct an independent review of decisions reached by Toronto Community Care Access Centre employees when clients are not satisfied;
3. investigate complaints made by clients regarding the actions of Toronto Community Care Access Centre employees or service providers;
4. mediate disputes between clients and employees or contracted providers;
5. ensure that clients are made aware of the Toronto Community Care Access Centre's final decision regarding an appeal.

The Ombudsperson can be reached at 416-217-3828.