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Patient Complaint Process: How to Submit a Complaint

Do you have a complaint about a healthcare experience? We know how frustrating it can be to not feel understood, especially when it comes to your care or the care of someone you love.

We take your complaints and feedback seriously and wish to resolve any issues in a transparent and professional way.

How to Submit a Complaint

To submit a formal complaint, please email us at: [email protected]

Please provide as much detail as possible along with your name and contact information so that we can get back to you as soon as possible.

When we receive a complaint, we take the follow steps;

  1. We ensure you had the care and experience at the correct location.
  2. We review the complaint within 5 business days.
  3. We listen to all sides and try to resolve your complaint.
  4. We may conduct a detailed investigation if applicable.
  5. We share our findings and/or decisions to you in writing by responding to your original email within 10 business days.

If you are not satisfied with the outcome of your complaint, you may contact the Office of the Ombudsman of Ontario at:

483 Bay Street, 10th Floor South Tower
Toronto, ON  M5G 2C9

Toll-free (Ontario only):  1-800-263-1830
Outside Ontario:  416-586-3300
TTY (Teletypewriter): 1-866-411-4211
Fax: 416-586-3485
Toll-free Fax:  1-866-863-2560

Email:[email protected]