Contact Us
Administrative Office
P.O. Box 638
133 Elgin St. Brantford, ON N3T 5P9
info@soarcs.ca
(519) 759-8830
Client Complaints Procedure
SOAR Community Services values your feedback, both positive and negative. You can provide feedback through surveys, group discussions, or directly to staff. If you have a complaint, you can follow this formal process:
- Fill out a complaint form with staff assistance if needed.
- You will receive an acknowledgement within 24 hours that the complaint was received.
- The complaint will be given to a Supervisor or Manager, who will respond within 5 working days.
- If the complaint is unresolved, it goes to the Director of Service, who will also respond within 5 working days.
- If the complaint is still unresolved, it will go to the Executive Director and then to the Board of Directors.
If you are not satisfied with the resolution, you can contact external bodies such as your MPP, lawyer, Ombudsman, or the Ontario Human Rights Commission. Complaints are documented and reviewed to ensure resolution.
Community Complaints Procedure
Emails submitted to info@soarcs.ca will be forwarded to the appropriate Director. The Director will respond face to face or by phone to the complainant in an attempt to resolve the complaint. If unresolved, the Director will inform and brief the Executive Director. The Executive Director and the Director will meet with the complainant to resolve the concern. Failing the resolution by the Executive Director and Director, a report will be presented by the Executive Director to the Board of Directors for final resolution at the next scheduled Board meeting.