Lodging a Complaint

To lodge a complaint with the Ministry of Long-Term Care in Ontario, Canada, you have a couple of options:

1. Report an Urgent Complaint:

   • If your concern involves harm, neglect, or danger to residents, you can call the Long-Term Care Family Support and Action Line toll-free at 1-866-434-0144. The line operates 7 days a week from 8:30 a.m. to 7:00 p.m. Provide as much information as possible, including:
     • Name of the long-term care home.
     • Address of the home (including town or city).
     • A detailed description of what happened (ongoing problem or specific event).
     • Individuals involved.
     • Your desired resolution.
   • After submitting the complaint, the ministry will:
     • Ensure the home complies with Ontario’s laws for long-term care homes.
     • Conduct an inspection if necessary.
     • If you provide your contact information, a team member will follow up with you within two business days to discuss your concerns and determine if an inspection is required.
     • If you choose not to provide your name and contact details, the LTC Family Support and Action Line staff will forward your complaint to a ministry inspector for follow-up.

2. Make a Non-Urgent Complaint:

   • You can directly report your concern to the long-term care home itself. By law, all long-term care homes in Ontario must have written steps for handling complaints, which should be posted in an easily accessible location.
   • If you cannot find this information, contact the home’s office staff. They must acknowledge receipt of your complaint within ten business days and inform you of:
     • Immediate steps being taken to address your complaint.
     • Future plans for resolution.
     • Expected timeline for resolution.
     • Alternatively, you can send a written letter by mail to:

       Director Long-Term Care Inspections Branch
       Long-Term Care Operations Division
       119 King St. W, 11th Floor
       Hamilton, ON L8P 4Y7
       

   • You will receive a reply confirming that the ministry has received your complaint, and an inspector will investigate the matter.

Remember, your feedback helps improve the quality of care in long-term care homes!