Feedback About Your Experience

The North East CCAC is responsible for service decisions and providing quality care. Your feedback helps us improve the quality of care for everyone.

Reporting a Complaint

If you have a concern with a decision made by the North East CCAC, the quality of services or a violation of your rights, please follow these steps:

STEP 1:	Contact your Case Manager. He or she will review your concern and advise you of the actions taken to resolve the complaint. If you are not satisfied, request contact with the Manager.
STEP 2:	The Manager will review the actions taken by the Case Manager and help resolve the complaint. If unresolved, you may;
STEP 3:	Request review by the North East CCAC Internal Appeals Committee. Send an appeal request to the North East CCAC Chief Executive Officer noting the reason(s) for the appeal; and/or
STEP 4:	Contact the Long-Term Care Action Line at 1-866-876-7658 or TTY 1-800-387-5559 and request assistance from an Independent Complaints Facilitator; and/or
STEP 5:	Contact the Health Services Appeal and Review Board (HSARB), an independent, quasi-judicial tribunal, to request an appeal: Registrar, Health Services Appeal and Review Board Health Boards Secretariat 151 Bloor Street West, 9th Floor Toronto, Ontario M5S 2T5  Telephone:   416-327-8512  Toll Free:   1-866-282-2179   Facsimile:   416-327-8524 Email:    hsarb@moh.gov.on.ca      Website:   http://www.hsarb.on.ca

Note: The HSARB ensures that the CCAC has followed the law related to service decisions. Only complaints about eligibility for services, the type and amount of services, or discharge from services can be investigated by the Board. The HSARB makes a decision based on evidence presented under oath by witnesses at a hearing and sends the decision in writing to the complainant.

Feedback from Persons with Disabilities

The North East CCAC welcomes your feedback regarding our customer service and we will work with you to ensure that we can receive your feedback in a manner that accommodates your disability.

Click here to view the 2010 North East CCAC Customer Service Accessibility Report.

You may contact us in the following ways: 

By telephone:  1-800-461-2919
TTY:  1-866-396-3113

In person, or in writing, at one of our six Branch locations.

Also, you may click on the following links to read our Accessible Customer Service policy and procedures

AODA - Customer Service Policy
AODA - Provision of Goods and Services Including the Use of Assistive Devices Procedure
AODA - Service Animals Practices and Procedure
AODA - Notice of Temporary Disruption in Services and Facilities Procedure 
AODA - Use of Support Persons by Persons with Disabilities Procedure

For more information about the AODA you can visit www.AccessON.ca.