Client Complaints

At Touchstone Family Association, we are committed to providing a safe, respectful, and inclusive environment for everyone. If you ever have a concern or complaint about your experience with us, you have the right to speak up—without fear of harassment, retaliation, or negative consequences.

We value your feedback and take complaints seriously. Your voice matters, and we are here to listen and respond with care and accountability.

How to Share a Concern or Complaint

We encourage you to bring forward any concerns as early as possible, so that they can be addressed in a timely and respectful way. You can share your complaint in the way that feels most comfortable to you:

• Talk directly to the person involved (if you feel safe doing so)
• Speak with any Touchstone staff member
• Ask to speak with the Program Director
• If needed, request a meeting with the Director of Services
• If the issue is still unresolved, request a meeting with the Executive Director

You can express your concerns verbally or in writing. If you prefer not to write your complaint yourself, a Touchstone staff member can help document your concerns and submit a complaint form on your behalf.

You also have the right to appoint an advocate—a trusted person who can support you or speak on your behalf.

Additional Support Options

• You may contact your Social Worker to help resolve the concern.
• Youth and families can reach out to the Office of the Representative for Children and Youth at 1-800-476-3933 for support and to file a complaint.
• The Ombudsperson’s Office also offers assistance through a Family Advocate.

What Happens After You File a Complaint

All complaints, whether resolved quickly or ongoing, are reported to the Program Director, who will then inform the Director of Services and the Executive Director.

If your concern is already resolved, leadership may still review the issue to ensure appropriate action was taken. This could include:

• Offering a follow-up conversation or apology,
• Speaking with involved staff,
• Reviewing program policies or procedures, or
• Discussing improvements with our management team.

If your concern has not been resolved, a member of leadership will respond and work toward a solution within 15 business days of the complaint being filed.

In complex situations, where policies conflict with the resolution of the issue, the Executive Director may approve exceptions to ensure your needs are met.

If the concern points to outdated or inconsistent practices, our Management Team will review and recommend necessary policy changes to the Board of Directors.

Transparency and Communication

Where appropriate, any formal complaint made against Touchstone staff or programs will be reported to the Ministry of Children and Family Development and to our Board of Directors, including the outcome and whether the complaint was resolved to your satisfaction.

Timeline for Resolution

Our goal is to resolve all complaints within 30 business days. If more time is needed, we’ll work with you to agree on a reasonable timeframe based on the nature of the concern.

We’ll Go Over This with You

During your program orientation, Touchstone staff will review this complaint process with you and explain your rights and responsibilities. We are here to make sure you feel safe, informed, and supported every step of the way.