Making a Complaint
Ensuring the health and safety of residents in assisted living is paramount.
If you have a concern about the operation of an assisted living residence, or about the health and safety of someone living in a residence, contact the assisted living registry.
Anyone with a concern about the health or safety of a resident can make a complaint to the assisted living registry by phone at 1-866-714-3378 or email.
Registry staff will assess all complaints to determine if they fall within the registry’s mandate to investigate. Staff will investigate complaints related to the health and/or safety of residents. For example:
- Abuse and neglect
- Unsafe environment
- Staffing or other practices or behaviours that put a resident at risk
The registry cannot investigate complaints about:
- Funding (whether an assisted living unit is subsidized or the amount of subsidy)
- Tenancy (rent increases, damage deposits)
- Operating issues (availability of guest rooms, staff-management issues)
How a Complaint Is Investigated
The following outlines key steps in conducting an investigation related to a complaint that has been made to the assisted living registry. These procedures may vary according to the seriousness of the complaint.
Step | Procedure |
---|---|
A complaint is made |
|
Complaint is analyzed |
An investigator:
|
A site visit may be conducted |
An investigator:
|
A determination is made about compliance and next steps |
An investigator:
The registry will post substantiated complaint information for the public on the assisted living website. |
Education and support |
An investigator
|
Progressive enforcement can include one or all of these steps.
Note: if the registrar has reasonable grounds to believe that there is an immediate risk to the health or safety of a resident, the registrar has the authority to "attach conditions to the registration, or vary conditions of that registration, without notice.", as per section 27.1 of the Community Care and Assisted Living Act.