It is the policy of Ottawa Foyers Partage (OFP) that all residents/participants have at all times, the right:

• To express concerns, complaints or feedback (verbally, in writing, through another party or in any other manner) about the services they receive from OFP, or any aspect of their treatment by OFP, without impediment, limitation or adverse consequences and that there is no conflict of interest with or between any of the parties concerned.
• To expect that the expression of concerns, complaints or feedback about OFP services or their personal treatment will be treated with respect and dignity and that any such concerns or complaints will be considered carefully and responded to in a timely manner.
• Expect that any person who submits a complaint or provides feedback will not be at risk of having his/her services and supports negatively impacted or withdrawn as a consequence of submitting the complaint, concerns or feedback.
• To be assured that the review process is free of coercion, intimidation or bias either before, during or after the review. Should an actual or perceived conflict of interest exist or arise at any time, the parties concerned will not be involved in the process of reviewing the concern, complaint or feedback.
• That if at any time, the client concern, complaint or feedback may constitute a criminal offence (i.e. alleged, suspected or witnessed abuse) it will be reported immediately to the police, Board of Director and MCCSS following the procedure as outlined in policy Abuse.
• To know that all concerns, complaints and feedback will be taken very seriously and treated as the highest priority and will be dealt with as quickly as possible with times appropriate to each individual situation. Time frames will be established at the beginning of each step in the process and will be determined by the required investigation/follow-up.
• To be aware that OFP will conduct an annual review and analysis of all complaints, concerns and feedback received in order to evaluate the effectiveness of its policies and procedures and make any revisions as necessary. If requested by MCCSS, OFP will share aggregate data as part of the Ministry’s risk assessment.

Please find the PDF version of the Complaints and Feedback Policy below.