Family Services Windsor-Essex recognizes that feedback from clients and users of the agencies services and supports is a critical way of obtaining feedback about the agency, its programs, services, and staff. We welcome feedback and are committed to resolving any service issues to ensure that people receive the highest level of response from the agency.
Procedure
If there are any complaints about the services a person has received at Family Services Windsor-Essex, the following procedure is to be followed.
Complaints may be made by individuals directly receiving services and /or by a person acting on their behalf or by a member of the public.
By submitting a complaint, a client is not at risk of having their services and supports negatively impacted or withdrawn because of submitting a complaint.
There is no time restriction on complaints and all complaints can be delivered by way of the following, but not limited to:
- Verbally, in person or over the phone
- Written; electronically or by mail.
- By an authorized third party acting on behalf of the client
All complaints will be documented in writing and tracked by the Access and Privacy Officer. An annual report on complaints will be provided to the Board of Directors. This report will include a review and analysis of complaints received to evaluate the effectiveness of and need to revise existing policies.
At any time if a complaint is made that potentially would lead to organization risk such as damage to agency reputation, a allegation of criminal or illegal activity, a loss of funding, and/or harm to a client by the agency, the Executive Director will immediately notify the President of the Board of Directors.
The Board of Directors will then be notified either by telephone, or email at the discretion of the President of the complaint. The President and the Executive Director will make such notification to Directors. The President will determine if a meeting of the Directors is required to address the complaint.
Last Updated: January 1, 2026