Submitting a Complaint, Concern or Compliment

Patient Ombudsman

The Patient Ombudsman is responsible for investigating complaints related to Ontario’s hospitals, long-term care homes and home and community care.

Ontario Ombudsman

The Ontario Ombudsman is responsible for investigating complaints related to public sector bodies. The Ontario Ombudsman does not investigate hospitals, long-term care homes and home and community care.

Regulated Health Professionals

All regulated health professionals belong to regulatory bodies called “Colleges”. If your complaint is only about a regulated health professional, such as a physician, nurse, physiotherapist, etc., you will need to contact the appropriate College. Click on Regulated Health Professionals for information.

Home and Community Care Support Services

Home and Community Care Support Services Feedback.

Freedom of Information Requests

Information regarding the Freedom of Information Request process may be found here. 

One of the core values that guides the Home and Community Care Support Services' work is listening to feedback from our residents. The Home and Community Care Support Services Complaint, Concern, Compliment process provides people with a means of registering a health care complaint or concern, and feedback on what is working well related to the care they receive.

The process ensures follow-up and helps to identify potential systemic issues. Home and Community Care Support Services is committed to resolving or overseeing the resolution of a complaint in a timely manner. A review process is in place to record and ensure that reported complaints are addressed. All reported complaints will be:

  • Received with courtesy and recorded accurately
  • Acted upon promptly and fairly
  • Confidential and protected

Provincial Guiding Principles for Complaints Management

Protecting Your Privacy

If you have a concern that requires us to collect your personal information and you would like us to follow up, Home and Community Care Support Services staff may need to collect your personal information in accordance with the Local Health System Integration Act, 2006 and the Freedom of Information and Protection of Privacy Act.  If we do need to collect your personal information, we will require your written consent. 

If you have concerns that relate to services provided or to be provided by someone else and not to you, please contact us for further instructions.

If you wish to submit a complaint, concern, or compliment to Home and Community Care Support Services, there are several ways of doing so, including:

  • by phone:  1-866-903-5446 or 705-721-8010, ext 6600
  • in person or by mail at/to: 15 Sperling Drive, Suite 100, Barrie, ON, L4M 6K9
  • by emailnsmfeedback@lhins.on.ca

When submitting a complaint by email or through written correspondence, please ensure you provide the following information:

    • Your name
    • City/town
    • Phone number
    • What is the name of the health care organization your concern involves?
    • What is your concern?
    • Who did you speak to at the health care organization? What did they say?
    • What would resolution of this complaint look like to you?
    • The appropriate signed consent form:
    •