Complaints

The Children's Aid Society of the City of Kingston and the County of Frontenac is committed to providing quality services to our children and families. We have developed a formal procedure to address concerns where it is felt that we may have not maintained this standard.

If you have received services from the Frontenac Children's Aid Society, you have the right to express a complaint. In all cases you can discuss any concerns directly with your worker or their supervisor. Many of these situations result in good solutions for everyone involved.

All Children's Aid Societies have an internal complaint review panel to review any written complaints that cannot be satisfactorily resolved through a meeting with the worker and the manager.

You may express your complaint in writing (hand delivered, mail, or fax) to the Children's Aid Society. If you submit a complaint to the CAS:

• Within 7 days the CAS will advise you in writing if it can review your complaint and set a date and time for you to meet with the internal review panel.
• The meeting will be within 14 days of the CAS's letter regarding eligibility — you can bring one person to support you at the meeting as well as one representative of your band or native community, if applicable.
• The internal complaint review panel will provide you with a written summary of the results of the meeting.

At any time in this process, or as an alternative complaint process, you may submit your complaint in writing to the Child and Family Services Review Board (CFSRB). An application for "Request for Review of Children's Aid Society" is available from any CAS, or from the CFSRB or the Ministry of Children and Youth Services. The CFSRB is at 2 Bloor Street West, 24th Floor Toronto, Ontario M1A 1E0, Toll free 1-888-728-8823 or fax 416-327-0558.

Complaints to the CFSRB will be followed according to their procedures.

Complaints Excluded from the CAS and CFSRB Review Process

The CAS and CFSRB complaints review process cannot consider:

• Matters currently before the courts or that the courts have already decided
• Matter that fall under other decision making processes under the Child and Family Services Act or the Labour Relations Act