{"id":53349,"date":"2023-04-06T16:46:59","date_gmt":"2023-04-06T20:46:59","guid":{"rendered":"https:\/\/www.cleo.on.ca\/?post_type=publications-page&#038;p=53349"},"modified":"2025-05-01T16:46:48","modified_gmt":"2025-05-01T20:46:48","slug":"2-make-a-complaint-to-the-ministry-of-long-term-care","status":"publish","type":"publications-page","link":"https:\/\/www.cleo.on.ca\/en\/publications-page\/2-make-a-complaint-to-the-ministry-of-long-term-care","title":{"rendered":"2. Make a complaint to the Ministry of Long-Term Care"},"content":{"rendered":"<p>You can complain directly to the Ministry of Long-Term Care if you do not want to complain to your long-term care home. You can do this by <strong>telephone<\/strong> or in <strong>writing<\/strong>.<\/p>\n<p>Some homes might tell you that you must follow their complaint process and that you cannot complain to the Ministry directly. <strong>This is not true.<\/strong><\/p>\n<p>You can make your complaint to the Ministry at any time, even if you have started to follow the home&#8217;s complaint process.<\/p>\n<p>You do <strong>not<\/strong> have to complete the home&#8217;s complaint process before contacting the Ministry.<\/p>\n<p>You might want to make your own complaint to the Ministry. This could be because:<\/p>\n<ul>\n<li>the home may not report it to the Ministry, or<\/li>\n<li>the home may have a different opinion than you do about what happened.<\/li>\n<\/ul>\n<h2>Complain to the home first<\/h2>\n<p>For minor problems, you may want to try to find a solution by going through the home&#8217;s complaint process <strong>before <\/strong>you contact the Ministry.<\/p>\n<p>For example, you might want to start with the home&#8217;s complaint process for things like:<\/p>\n<ul>\n<li>wanting more protein in your meals<\/li>\n<li>getting meat when you&#8217;re a vegetarian<\/li>\n<li>having more activities for residents<\/li>\n<\/ul>\n<p>The home may fix the problem after they get your complaint.<\/p>\n<h2>How to deal with urgent problems<\/h2>\n<p>The best way to report an urgent problem is to call the Long-term Care Family Support and ACTION Line at <strong>1-866-434-0144<\/strong>.<\/p>\n<p>A problem is urgent if a resident is being harmed or neglected, or is in danger.<\/p>\n<p>Give the staff at the Action Line as much information as you can about the issue. Make sure to include:<\/p>\n<ul>\n<li>the name and address of the home and who was involved<\/li>\n<li>a description of what happened and if it&#8217;s an ongoing problem<\/li>\n<li>when and where it happened<\/li>\n<li>what you would like done to resolve the complaint<\/li>\n<\/ul>\n<p>The staff at the Action Line cannot answer detailed questions or give advice. When you call, they give you a number so you can keep track of your complaint.<\/p>\n<p>They pass your information to a &#8220;triage inspector&#8221; who calls you. This might take several days or longer.<\/p>\n<p>If the triage inspector thinks that the home might be breaking the rules, they send the information to a local inspector. The local inspector goes to the home to investigate.<\/p>\n<p>If you leave your name and phone number, the local inspector will contact you later to let you know how the issue was handled.<\/p>\n<p>If you do not do this, they still look into the issue. But they will not be able to contact you to tell you what happened.<\/p>\n<h2>How to deal with less urgent problems<\/h2>\n<p>If the problem is not as urgent, you can <strong>write to the Ministry<\/strong>. You might do this for less serious complaints, such as complaints about meals, activities, or services at the home.<\/p>\n<p>Keep a copy of what you send.<\/p>\n<p>Send your complaint by mail to the Director, Long-Term Care Inspections Branch at:<\/p>\n<p class=\"indent\">Long-Term Care Operations Division<br \/>\nMinistry of Long-Term Care<br \/>\n438 University Avenue, 8th Floor<br \/>\nToronto, Ontario M7A 1N3<\/p>\n<p>Or send it by email to <a href=\"mailto:mltc.correspondence@ontario.ca\" target=\"_blank\" rel=\"noopener\">mltc.correspondence@ontario.ca<\/a>.<\/p>\n","protected":false},"featured_media":0,"template":"","class_list":["post-53349","publications-page","type-publications-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2. 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