Complaints and Appeals

Something not right?

Providing quality services to Spinal Cord Injury Ontario clients is important to us. If you are not satisfied with any aspect of the service you are receiving, there is a complaint and appeal process to protect your rights and ensure that you are heard. Making a complaint does not have a negative effect on your services in any way.

We value the feedback of our community and are committed to continuous improvement. If you have a concern or complaint regarding our services, staff, or operations, we encourage you to share it with us. Our complaints process is designed to be fair, transparent, and timely, ensuring that all concerns are addressed appropriately.

How to make a complaint

If you can, discuss your concern directly with the staff person you are dealing with. Allow them enough time to address the problem. If the concern has not been resolved or if you are not comfortable speaking with them directly, you are encouraged to speak with the supervisor. Tell them what the problem is, what steps you have taken to resolve the issue, and what you want to happen. You can expect to be provided with a written response from the supervisor within five working days of the discussion outlining the complaint and what SCIO can do to attempt to resolve the complaint. During the discussion a mutually acceptable date will be established for resolution, which will be within a maximum of thirty (30) days from the day of complaint. If the supervisor is unable to resolve the complaint to your satisfaction, they must advise you that they will be elevating the resolution of the complaint to the next level of management.

If you are not satisfied with the proposed resolution, you may take the issue to the next level of management up to and including the Chief Executive Officer. You can reach Spinal Cord Injury managers through the main switchboard at 416-422-5644 or toll free 1-877-422-1112.

Appealing to the CEO of Spinal Cord Injury Ontario

If you are not satisfied with the resolution proposed by the Director of Client Services, you can appeal to the Chief Executive Officer. Within 30 days of receiving the decision from the Director of Client Services send a letter to the Chief Executive Officer (CEO) addressed to:

Chief Executive Officer
Spinal Cord Injury Ontario,
520 Sutherland Drive,
M4G 3V9

The Chief Executive Officer will investigate and make a decision. You will be notified of the decision in writing within thirty (30) days from receiving your letter.

Spinal Cord Injury Ontario (SCIO) is committed to accessibility and inclusivity in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Accessibility Plan outlines ongoing efforts to enhance accessibility across our services, ensuring everyone can access and benefit from our programs. Read more about our AODA Commitment in our Accessibility plan here.


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