Family  Conflict Resolution Services

Filing a complaint involving the Family Assistance and Parent Support Program

The Family Assistance and Parent Support Program was founded on the principals of fairness, justice, equality and accountability.   The program is administered by a committee of concerned parents and professionals from the community.  Those who provide services under the mandate of the program are obligated to provide services using defined procedures and guidelines developed and endorsed by the community and by the professional advisory body.  All reports and their recommendations must be in accordance to the principles of the program.  Accountability of its own members is considered of utmost importance in maintaining the respect and credibility of the program.

To ensure accountability the committee has established a procedure for dealing with complaints.  Those who are involved with investigating complaints are volunteers from the community who work totally independent of those who may be working under the umbrella of the program.

How to file a complaint

The complaints committee will only respond to complaints submitted in writing.  Anyone may file a complaint about any person working under the umbrella of the program by mail at;

Family Conflict Resolution Services Complaints Committee

Box 61027 Maple Grove Post Office

Oakville, Ont. L6J 7P5

Once a complaint has been received it will be acknowledged either in writing or by phone by the complaints committee:  Should you have any questions about the complaint process not answered on this information sheet then please direct your phone inquiry to our  complaints investigation administrator:

Mr. Peter Hanley

Vice President, Galileo Equity Management

Toronto 416-594-0606

Who investigates your complaint?

Initially, the complaint is investigated by a two member (usually man and woman) complaints team selected from the community that operates independently of the main committee body. The two member team may deal with the complaint informally, should you agree, or they will provide a written response to your complaint.  All relevant materials you submit to the complaint team will be reviewed and reasons for their decision given to you. A summary will be forwarded for review by the main committee.

 What can be done if you disagree with the decision of the complaints team?

If you are not satisfied with the complaints team's decision you may apply for a full review of your complaint within 30 days of receiving their decision.  A review of the complaint and all of the relevant materials will then be made in a formal setting by a group of 8 to 12 representatives from the community (equal number of men and women) who will render their decision after a second review of the information.  If complaints are from one of the professions such as a lawyer or health care professional, a member of those professions will be called to attendance as an observer to the proceedings.  You, as well as the party who the complaint is directed against, will be allowed to make an informal oral and/or written presentation to the group regarding the complaint or bring any witnesses with you. This meeting will be open to the general public unless it is determined there may be matters of a nature that would adversely affect others if held in an open forum.  In such circumstances meetings may be held in camera.

For further information about the organizational structure of the Family Assistance and Parent Support Program and where the complaints committee fits in, then click here.