Complaints and Feedback Policy

Reena is committed to providing quality supports and services that are responsive to people’s needs. We value feedback and complaints from our service users, their friends and family, and the public to improve our services.

Reena aims to address feedback and complaints promptly, consistently, and fairly. If you have feedback, concerns or dissatisfaction about Reena’s services and supports, we encourage you to first speak to the staff or supervisor.

If you are not satisfied with an informal resolution or you have serious concerns and wish to report a complaint, you can:

• Schedule a meeting or phone call to discuss your concerns with the Supervisor
• Send your concerns in writing by mailing or dropping off a letter at the Toby and Henry Battle Developmental Centre (927 Clark Avenue West, Thornhill, ON L4J 8G6)
• Email your concerns to the Supervisor or Manager, or to info@reena.org
• Complete the Complaint Form online – Feedback – Reena

Please provide your contact details and a description of what happened, including the date, time, place, and names of the persons involved.

Reena will document the complaint once it is received and will acknowledge receipt within seven (7) working days. We will make reasonable efforts to resolve the complaint as soon as possible. Complaints that cannot be resolved at first contact or those that raise serious concerns will be forwarded for further review or investigation. However, Reena will not be expected to resolve complaints that are frivolous (not serious) or vexatious (do not have sufficient grounds).

Complaints Process

If the complaint involves abuse of a person with developmental disabilities, Reena will follow Ontario Regulation 299/10: Quality Assurance Measures (QAM). If the complaint involves a child in need of protection (child abuse and neglect), Reena will follow the Child, Youth and Family Services Act, 2017. If the complaint involves accessibility, Reena will follow Ontario Regulation 429/07: Accessibility Standards for Customer Service.

To ensure that you are given the opportunity for further discussion and the opportunity to provide relevant information, the following steps need to be followed:

1. First step: The complaint is addressed to the Supervisor
2. Second step: If not resolved, the complaint is referred to the Manager
3. Third step: If not resolved, the complaint is referred to the Director of Programs and Support or the Director of Services
4. Fourth step: If not resolved, the complaint is referred to the Chief Operations Officer or to the Chief Executive Officer

If the issue is not resolved after the fourth step, the Chair of the Reena Board can be contacted. If it is still not resolved, the Ministry of Children, Community and Social Services can be contacted.

Confidentiality

Reena is committed to maintaining confidentiality and protecting privacy throughout the complaints process. We will only collect and disclose information to those who need to know.

Notification

In situations where the complaint involves alleged, suspected, or witnessed abuse that may constitute a criminal offence, the police will be notified. Based on the nature of the complaint, a serious occurrence will be reported to the Ministry of Children, Community and Social Services.

Non-Reprisal

Reena will ensure that there is no reprisal (retaliation) against any person who brings a complaint in good faith. Service users and persons acting on their behalf should not expect the services and support they receive from Reena to be negatively impacted if they bring forward a concern.

Continuous Quality Improvement

Records of complaints will be kept for review and analysis. An annual summary of complaints will be brought to the Continuous Quality Improvement Committee (CQI).

Accessibility

Reena will ensure that the Complaints and Feedback Policy is readily available to the public. If you require a copy or an alternative format, please contact info@reena.org