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Call the Long-Term Care Family Support and Action Line: toll-free 1-866-434-0144  Hours of operation: 8:30 a.m.-7:00 p.m., 7 days a week  

What Information to Include

Give as much information as you can about your concern. This will make it easier for the home or Ministry of Long-Term Care to look into your complaint.  

Please Include:  

• name of the home 
• address of the home (including town or city) 
• a description of what happened (is the concern an ongoing problem?) for a specific event: when and where it happened (e.g., outside or inside the home) 
• who was involved 
• what you would like the home to do to resolve your complaint

Report your concern directly to the home 

By law, all long-term care homes in Ontario must have written steps for people to make a complaint.  Please ask to speak with our Director of Care, Associate Director of Care, or Administrator on the steps you can take to report a complaint or concern.

Staff must let you know that the home has received your complaint within ten  business days.  

They must call or write to let you know:  

• what they are doing to resolve your complaint now 
• what they plan to do to resolve your complaint in the future 
• when you can expect the complaint to be resolved

 If the home believes there is no cause for complaint, they must explain why.