L’Arche is committed to providing quality service that is responsive to the needs of the individuals with an intellectual disability we support. We continually strive to improve services and recognize that information received through a complaints process may assist the community to take steps to better serve individuals and/or improve existing practices. The intent of this policy is to ensure that complaints are responded to fairly, promptly, and consistently, and wherever possible, resolved in a manner that enhances service provision and elevates best practice.
Complaints may be initiated by a person with an intellectual disability, individuals acting on their behalf, and other interested parties who believe they have a justifiable complaint. L’Arche will take all complaints seriously and shall receive, document, review and where possible, resolve all complaints. The mechanism for resolving complaints will include a fair review process that is free of conflict of interest between the person who makes the complaint and the individual(s) involved in its review. Or you may have general feedback that you would like to share with us.
If the complaint is one of alleged abuse, the L’Arche Abuse Policy will supersede this policy.
If the complaint meets the criteria of a serious occurrence, as defined by the Ministry of Community and Social Services, it shall be reported to MCSS as per their reporting regulations for serious occurrences.
Submitting a Complaint/Concern
If you would like to report a complaint or concern you may speak directly with the Community Leader. You may also choose the Complaints/Concerns Form below. All submissions are treated as strictly confidential and will go directly to the Community Leader for review and replied within three business days.
If there is a reasonable suspicion of physical or sexual abuse of a person with developmental disabilities call 911 immediately. If there is suspicion of other abuse or neglect please contact:
ReportON at 1-800-575-2222 or reportONdisability@ontario.ca
ReportON is a telephone line and email address established by the Ministry of Social Services to report actual or suspected abuse or neglect of adults with a developmental disability.
You will receive a response within 3 business days.