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The opportunity for those receiving service from a community-based agency to make a complaint is fundamental to proper operations. To guide the complaint process, Vitanova has posted in its main reception area the following notice:

DO YOU HAVE A COMPLAINT?

If so, and if it is in regard to Vitanova programs and services, please contact the Program Director at 905-850-3690, extension 231

If you have a complaint about something other than programs and services, please contact the Executive Director at 905-850-3690, extension 222.

If you are not satisfied with the response you get from the Program Director, you can take your complaint to the Executive Director.

If you are not satisfied with the response you get from the Executive Director, you can take your complaint to the Chair of the Board of Directors. Speak to the Executive Assistant to the Executive Director, who can arrange contact.

If you are not satisfied with the response you get from the Chair of the Board of Directors, you can take your complaint to the Central Local Health Integration Network, an agency of the Ministry of Health and Long Term Care,at  905-948-1872 or 1-866-392-5446

If your complaint is specifically related to the protection of your privacy, and you are not satisfied with the response(s) you receive from the Program Director, Executive Director (who is Vitanova’s Privacy Officer), or the Chair of the Board of Directors, you can contact the Information & Privacy Commissioner of Ontario at 416-326-3333 or 1-800-387-0073 (within Ontario)

If you wish to see a copy of Vitanova’s Complaints Policy, speak to the Executive Assistant to the Executive Director