{"id":53345,"date":"2023-04-06T16:45:11","date_gmt":"2023-04-06T20:45:11","guid":{"rendered":"https:\/\/www.cleo.on.ca\/?post_type=publications-page&p=53345"},"modified":"2025-05-01T16:31:57","modified_gmt":"2025-05-01T20:31:57","slug":"1-make-a-complaint-to-the-long%e2%80%91term-care-home","status":"publish","type":"publications-page","link":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home","title":{"rendered":"1. Make a complaint to the long\u2011term care home"},"content":{"rendered":"

The law says that you have the right to make a complaint about the care you’re getting or about the long-term care home.<\/p>\n

This includes making a complaint if the Residents’ Bill of Rights is not being followed.<\/p>\n

Your complaint might be about something specific that happened or about general behaviour that goes against your rights.<\/p>\n

Ask the staff for a copy of the home’s complaint process. You have a right to get this information in writing.<\/p>\n

If you complain that you or another resident has been abused or neglected, the home must investigate this right away<\/strong>.<\/p>\n

If the home thinks that the abuse is a criminal offence, they must call the police.<\/p>\n

You can make your complaint in writing<\/strong> or by talking<\/strong> to any staff of the home.<\/p>\n

Written complaints<\/h2>\n

The home must send a copy of your complaint to the Ministry of Long-Term Care right away if:<\/p>\n

    \n
  • you put your complaint in writing, and<\/li>\n
  • it says that you or another resident has been harmed or is at risk of being harmed because of:\n
      \n
    • treatment that was not<\/strong> proper or competent,<\/li>\n
    • abuse or neglect, or<\/li>\n
    • conduct that’s against the law.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

      The home must tell the Ministry what they did about the complaint.<\/p>\n

      When the home responds<\/h3>\n

      The home must:<\/p>\n

        \n
      • respond to your complaint within 10 business days <\/strong>from the date they get it, and<\/li>\n
      • let you know what they have done about the problem.<\/li>\n<\/ul>\n

        If they cannot find a solution in 10 business days, they must let you know when they expect to.<\/p>\n

        When the home responds, they must give you:<\/p>\n

          \n
        • the Ministry’s toll-free phone number for making complaints and their hours of service, and<\/li>\n
        • contact information for Ontario’s Patient Ombudsman.<\/li>\n<\/ul>\n

          If the home thinks that your complaint is not valid<\/strong>, they must tell you why. They do not<\/strong> have to do this in writing.<\/p>\n

          Keep notes<\/h3>\n

          It’s important to keep notes about your complaint.<\/p>\n

          If you make your complaint by talking<\/strong> to staff, write down:<\/p>\n

            \n
          • the date you do this<\/li>\n
          • the name of the person you spoke to and what you told them<\/li>\n<\/ul>\n

            If you make your complaint in writing<\/strong>, keep a copy of it.<\/p>\n

            You should also make notes about anything the home says to you about your complaint.<\/p>\n

            And the home must keep a record of your complaint and what they did about it.<\/p>\n","protected":false},"featured_media":0,"template":"","class_list":["post-53345","publications-page","type-publications-page","status-publish","hentry"],"yoast_head":"\n1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)\" \/>\n<meta property=\"og:description\" content=\"The law says that you have the right to make a complaint about the care you’re getting or about the long-term care home. This includes making a complaint if the Residents’ Bill of Rights is not being followed. Your complaint might be about something specific that happened or about general behaviour that goes against your rights.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home\" \/>\n<meta property=\"og:site_name\" content=\"CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-01T20:31:57+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home\",\"url\":\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home\",\"name\":\"1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)\",\"isPartOf\":{\"@id\":\"https:\/\/www.cleo.on.ca\/en\/#website\"},\"datePublished\":\"2023-04-06T20:45:11+00:00\",\"dateModified\":\"2025-05-01T20:31:57+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cleo.on.ca\/en\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Publication pages\",\"item\":\"https:\/\/www.cleo.on.ca\/en\/publications-page\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"1. Make a complaint to the long\u2011term care home\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cleo.on.ca\/en\/#website\",\"url\":\"https:\/\/www.cleo.on.ca\/en\/\",\"name\":\"CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cleo.on.ca\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home","og_locale":"en_US","og_type":"article","og_title":"1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)","og_description":"The law says that you have the right to make a complaint about the care you’re getting or about the long-term care home. This includes making a complaint if the Residents’ Bill of Rights is not being followed. Your complaint might be about something specific that happened or about general behaviour that goes against your rights.","og_url":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home","og_site_name":"CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)","article_modified_time":"2025-05-01T20:31:57+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home","url":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home","name":"1. Make a complaint to the long\u2011term care home - CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)","isPartOf":{"@id":"https:\/\/www.cleo.on.ca\/en\/#website"},"datePublished":"2023-04-06T20:45:11+00:00","dateModified":"2025-05-01T20:31:57+00:00","breadcrumb":{"@id":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.cleo.on.ca\/en\/publications-page\/1-make-a-complaint-to-the-long%e2%80%91term-care-home#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cleo.on.ca\/en"},{"@type":"ListItem","position":2,"name":"Publication pages","item":"https:\/\/www.cleo.on.ca\/en\/publications-page"},{"@type":"ListItem","position":3,"name":"1. Make a complaint to the long\u2011term care home"}]},{"@type":"WebSite","@id":"https:\/\/www.cleo.on.ca\/en\/#website","url":"https:\/\/www.cleo.on.ca\/en\/","name":"CLEO (Community Legal Education Ontario \/ \u00c9ducation juridique communautaire Ontario)","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cleo.on.ca\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"meta_box":[],"_links":{"self":[{"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/publications-page\/53345","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/publications-page"}],"about":[{"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/types\/publications-page"}],"version-history":[{"count":5,"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/publications-page\/53345\/revisions"}],"predecessor-version":[{"id":61415,"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/publications-page\/53345\/revisions\/61415"}],"wp:attachment":[{"href":"https:\/\/www.cleo.on.ca\/en\/wp-json\/wp\/v2\/media?parent=53345"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}