Issues or Concerns
We at East Metro Youth Services are committed to offering the best service possible. Your thoughts and suggestions are important to us – even if you have a complaint – and we encourage you to comment on our performance at any time. You can do this in writing or by speaking with your worker. Please mark the envelope with COMMENT, and leave it with the receptionist.

The following steps are offered to help you have your concern heard and responded to as quickly as possible.

Step 1: Initial Discussion with Your Worker
First, talk to your counsellor or worker about your concern. This will give you both a chance to see if, together, you can find a way to resolve the problem. We expect that in most situations, this initial discussion will be all you need. You may find it helpful to write down your thoughts and bring that to your meeting. If you like, have a friend or advisor help you, or come with you to meet with your worker.

Step 2: Discussion with Supervisor or Director
If, after the discussion with your worker, you are still not satisfied, please contact your worker’s supervisor or director, who will offer to meet with you within five working days. If it helps, you may have a friend or advisor come with you. The supervisor may invite your worker to the meeting, and may also meet separately with your worker to find out what has been done so far to address your concerns. Within five working days of the meeting, you will receive a letter from the supervisor confirming the agreement you have reached. If no agreement could be reached, you will be informed of the supervisor’s decision.

Step 3: Discussion with the Executive Director
If you are not satisfied with the previous steps, you can then contact the Executive Director. You will be given an offer to meet within five working days. The Executive Director will find out from the supervisor the steps that have been taken to solve your problem, and may ask the supervisor, or other staff, to join the meeting.

No later than five working days after this meeting, you will receive a letter from the Executive Director confirming any agreement reached, or informing you of the director’s decision if an agreement could not be reached.

Step 4: Discussion with the Board Of Directors
If the previous steps have not satisfactorily addressed your concern, you can contact the Executive Director and request a meeting with representatives from the agency’s Board of Directors. A meeting will be arranged within thirty days. Please feel free to bring a friend or advisor if you would find that helpful.

Representatives from the Board will have a written summary of the steps taken thus far to resolve your concern. A copy of this summary will be provided to you.

When you meet, you and the Board representatives can review what has already been tried, and discuss any alternatives that are available to resolve the problem.

You can expect to receive a letter from the Board of directors no later than ten working days after this meeting, informing you of the decision reached by the board.

Step 5:
If you have gone through steps one through four and are still dissatisfied, please be advised that you have the right to contact the Child Advocacy Office with your complaint.

(416) 325-5669 or 1-800-263-2841