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Complaints Policy

CLEO aims to provide high quality legal information and service. We believe that it is in the interest of all parties to have complaints resolved fairly and as quickly as possible. If you have a complaint about CLEO's work, we will be pleased to address it, using the process below:

  • Anyone may register an expression of dissatisfaction or a complaint about CLEO services or the behaviour of a member of CLEO's staff.
  • You may do this verbally in person or by telephone or in writing via email or letter. Please outline your concern and the events that led to the complaint.
  • Please direct your complaints to the attention of the executive director by email to info@cleo.on.ca or in writing to 180 Dundas Street, West, Suite 506, Toronto, Ontario M5G 1Z8.
  • The executive director will reply in writing (either by post or email) to any written complaint, as soon as practicable, but no more than four weeks after receipt of the complaint.
  • If you are not satisfied with the response of the executive director, you may ask that your complaint be considered by the CLEO board of directors. The executive director will present your complaint and her response to the next meeting of the board of directors. The executive director will let you know when the board will next meet to consider your complaint.
  • The board will give you a written response to your complaint within 6 weeks after the board meeting.
  • If you are not satisfied with the response of the board of directors, you may take your complaint to the government department or funding body that provides funding support for the services that are the substance of the complaint. Where the complaint relates to services funded by Legal Aid Ontario, you may take your complaint to the Manager of Complaints at Legal Aid Ontario. The executive director will tell you the relevant contact details.
  • If you require support in pursuing your complaint, CLEO will give you the assistance you need to do so.