Process for filing a complaint

You can submit a complaint:

Make a complaint to a children’s aid society, including an Indigenous society

Step 1: talk to someone at the society or submit a formal complaint

If you have sought or received services from a children’s aid society and you have a question or concern, you can talk to the worker who is helping you, their supervisor, or someone else at the society.

If you do not want to speak to them, or if the person you speak to does not answer your questions, you can initiate a formal complaint.

Societies are required, by law, to establish an Internal Complaints Review Panel to review formal complaints submitted in writing. Your society may also offer alternate complaints processes.

Keep in mind that the children’s aid society review process does not consider matters:

To submit a formal complaint, you can fill out this form and submit it to your local children’s aid society in person, by delivery, mail, fax or email.

Step 2: the society will review the complaint

If you’ve submitted a complaint to a society’s Internal Complaints Review Panel, the society will respond within seven calendar days to let you know if a review is needed.

If a review is needed, the society must notify you in writing and will schedule a meeting with you and the society’s Internal Complaints Review Panel within 14 calendar days after the date the written notice was sent.

The society’s complaint review process is designed to be fair and objective. You will be able to discuss your complaint with people who are not directly involved with your case. The goal is to respond to your complaint as quickly as possible in a way that works for everyone.

Step 3: receive a decision

If you’ve met with the society’s internal complaints review panel, you’ll receive a written summary of the results of the meeting within 14 calendar days.

Request a review from the Child and Family Services Review Board

The Child and Family Services Review Board (CFSRB) is an independent tribunal that can review certain service-related complaints related to children’s aid societies.

The review board cannot consider matters:

Submitting a request

If you have sought or received services from a children’s aid society and have concerns about these services, you may have a right to complain to the CFSRB for one of these reasons:

  • The children’s aid society did not give you a chance to be heard when you raised your concerns
  • The children’s aid society did not give you a chance to be heard when decisions that affected your interests were made
  • The children’s aid society did not give you reasons for its decisions that affect your interests
  • The children’s aid society refused to proceed with your complaint
  • The children’s aid society did not follow its complaint review process or timelines

You do not need to have been through the children’s aid society’s complaint process before complaining to the CFSRB. You can complain to the CFSRB directly.

If you have complained to the children’s aid society, you can complain to the CFSRB, even if the children’s aid society process is still underway.

If you complained to the children’s aid society and the review process is complete, you can ask the CFSRB to review the decision made by the Internal Complaints Review Panel.

In all cases involving First Nations, Inuit or Métis children, the Board will also notify each of the child’s bands and First Nations, Inuit or Métis communities

Step 1: submit the required forms

Complete the required form. This is the form to submit a complaint about a children’s aid society to the CFSRB.

You must submit the form within 10 calendar days of receiving the society or licensee’s notice. Submit it by mail, email or fax it to the CFSRB.

Child and Family Services Review Board
655 Bay Street, 14th Floor
Toronto, Ontario
M7A 2A3

Step 2: the board will contact you

Within seven calendar days, the board will send you a letter to tell you if they will review your matter.

If your complaint requires further review, within 20 calendar days of the date you received the letter, you will receive:

  • a notice of a hearing date
  • time the hearing will take place

Step 3: attend the hearing

The people at the board hearing will include:

  • you
  • one or more representatives from the children’s aid society or licensee
  • a representative from each of the child’s bands or First Nations, Inuit, or Métis communities may choose to participate if the child involved is First Nations, Inuk or Métis
  • an interpreter, if you need one
  • any other person the board thinks should attend the hearing

If an interpreter is needed the board will provide the interpreter.

Step 4: receive a written decision

The board will send you a written decision within 10 calendar days of the hearing.

You cannot appeal the board’s decisions. However, in limited circumstances, you can request a judicial review from the court. If you have concerns about the board, you can contact the Ontario Ombudsman who can investigate complaints and make recommendations.

Office of the Ontario Ombudsman

The Ombudsman’s office is responsible for investigating complaints about services provided by children’s aid societies and residential licensees to children and youth. You may complain to the Ombudsman at any time about your concerns.

Get information about submitting a complaint to the Ontario Ombudsman or call 1-800-263-2841.