Milestone’s Complaint Procedure

If you, or anyone you know has a complaint about your rights or another other complaint about the service you are receiving, please follow this instructions below. If you need help with this, please call 905-639-5827 or speak with a trusted adult. 

1) A complaint can be made by,

• You.

• Anyone else.  

2) A complaint can be about anything that you are concerned about. 

3) You can complain by telling someone or by writing someone. You can complain to: 

• Your foster parents. 

• Your staff. 

• Your resource worker.

• By calling 905-639-5827.

4) The person who you complaint to, will call a supervisor at Milestone.

5) The Milestone manager will: 

a) Tell you that they heard your complaint (within  24 hours).

b) Tell the Ontario Ombudsman (within 24 hours).

c) Tell your CAS worker if you have one. 

d) Write about the complaint in a Serious Occurrence Report. 

6) Within 24 hours, Milestone is going to figure out a plan for dealing with your complaint and for supporting you.
 
7) Within 5 days, Milestone will investigate your complaint.
 
8) You will be updated lots as we investigate your complaint. We will update you, at least once every 15 days. 
 
9) Once we are done investigating your complaint, we will meet with you right away (no more than 5 days after we are finished the investigation). We will tell you about the outcome and we will also talk about the complaint (debrief) with you. 
 
10) We will fix whatever needs fixing. 
 
11) We will write about the outcome of the complaint and the debriefing in a Serious Occurrence Report. 
 
At any time, you may ask for assistance from the Ontario Ombudsman at 1-800-263-2841.
 
 
 

appeal process

Upon the conclusion of the investigation, any complainant is invited to appeal any decision made to Milestone’s directors. A complainant who disagrees with the results of the investigation will launch their appeal in writing to the Managing Director, the Director of Operations, or the Director of Clinical Services. One of the directors will respond to the appeal within 24 hours. An appeal meeting will be scheduled with all interested parties within 5 working days. Any investigations that must occur because of the appeal will be conducted by one of the directors. The results of the appeal will be reported to the complainant within five working days of concluding the appeal investigation and all results will be recorded.

Additionally, if the complainant is not satisfied with the results of Milestone’s investigation, they may request, in writing, that MCCSS appoint a third party to conduct a review of the complaint. The appointed individual may review the complaint by holding a hearing. If a third-party review is conducted, the results must be shared with the complainant, Milestone, and the Minister within 30 days. If the Minister decides to act, based on the review, the complainant and Milestone will be advised.