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
Complaints may be received via phone, email (info@soarcs.ca), or written correspondence. Regardless of how the complaint is received, it will be forwarded to the appropriate Director, who will respond within 5 working days to resolve the concern. The Director will seek to understand the nature of the concern, and the complainants request for reconciliation. If the Director is unable to resolve the matter to the satisfaction of the complainant, the concern will be escalated to the Senior Director of Services or the Senior Director of Operations, contingent on the nature of the complaint. They will respond to escalated complaints within 3 working days. If the respective Senior Director is unable to bring the complaint to resolution or conclusion, this will escalate to the Executive Director who will respond within 3 business days.