Compliments and Concerns

Please click on the following link for information and forms
Complaints Brochure Child

Complaints Brochure – Professional

Child Complaint Form

Complaint Form Parent- Professional – Young Person

Broken Arrow is happy to receive compliments and address any concerns about our services to children, youth and their families.

Broken Arrow’s complaint procedures is to ensure that concerns about the rights of children in our care are brought to our attention and dealt with appropriately. Complaints can be made about a dissatisfaction, disagreement or concern about the quality, appropriateness, delivery of a service provided by Broken Arrow. This can include, but is not limited to, complaints concerning:

1. Non-compliance with legislation;
2. Non-compliance with Broken Arrow’s policies; or
3. Broken Arrow’s practices.

When a complaint is received by Broken Arrow with respect to a child or children in its care, that complaint will be handled by us in accordance with our complaint policy and procedures. All complaints received by Broken Arrow will be treated with respect and taken seriously.

As part of the complaint process, Broken Arrow will seek to resolve the complaint. However, if a complaint involves harm or abuse, or the threat of harm or abuse, to a child or children, Broken Arrow must immediately report the complaint and the information on which it is based to a Children’s Aid Society, PACY, police and/or to the MCYS as required. In these cases, Broken Arrow may be required to refrain from dealing with the complaint as it will be handled by the appropriate authorities.

Each time Broken Arrow reviews its complaint procedures with a child, parent or concerned person, they will be informed of the following:
• the rights of children in care and their right to make a complaint to Broken Arrow;
• how to make a complaint to Broken Arrow and our process for dealing with complaints;
• their right to have their complaint reviewed by the Minister of Children and Youth Services, if they are not satisfied with the outcome of our complaint process;
• the existence of PACY and its role, that they may ask PACY for assistance in making a complaint to us or to the Minister of Children and Youth Services, and the contact information for PACY; and
• the availability of community supports which the child may wish to involve for assistance (e.g. First Nations, Inuit or Métis communities, multi-cultural multi-religion (MCMR) representative).

Our complaint policy and procedures will be made available through child-friendly leaflets, brochures and/or information posted on Broken Arrow’s website. These documents will be in a language or vocabulary suitable for the child’s level of understanding and their special needs as well as contact information for PACY, the Ombudsman, the MPP and the child’s First Nations, Inuit or Métis community or diversity representative (if any).

Contact Us

44 University Ave West, Unit A
Cobourg, Ontario
K9A 2G5

Phone: 905-377-0490
Toll Free 1-844-535-2255
Fax: 905-377-9232

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