Complaints Process

Northwestern Ontario Métis Child & Family Services Complaints Process

You have the right to make a formal complaint if you are unhappy with a service you received from Northwestern Ontario Métis Child & Family Services (NWOMCFS). Your complaint can be initiated over the phone or in writing.

NWOMCFS is committed to communicating with you in a respectful and professional manner. We expect the same courtesy from you and others.

NWOMCFS is also committed to protecting its team members from harassing, discriminatory and threatening behavior.

We understand that the complaints process and the circumstances involved may be stressful. However, we will not accept racist, discriminatory or harassing behavior, or profane communications.

Behavior of this kind will result in the NWOMCFS restricting communications or no longer communicating with you beyond advising you of the outcome of your complaint.

NWOCMFS has a three-step complaints process

Step 1:

Please speak to your local Preservation, Prevention, or Cultural worker. Most concerns and complaints can be worked out by an open discussion. If your concerns or complaint cannot be resolved at this level, please proceed to Step 2.

Step 2:

If you receive services in Fort Frances or Atikokan, please reach out to Program Supervisor, Yvonne Friesen at Yvonne.Friesen@nwomcfs.ca or by calling 807-274-9717

If you receive services in Kenora or Dryden, please reach out to Program Supervisor, Cassidy Dokuchie at Cassidy.Dokuchie@nwomcfs.ca or by calling 807-467-2542

Step 3:

If you are not satisfied with the resolution of your complaint, please send a written complaint to the Executive Director, Theresa Stenlund at Theresa.Stenlund@nwomcfs.ca

What Happens Next?

1. We will acknowledge receipt of your complaint.

After you have submitted your complaint, we will acknowledge receipt of your complaint by emailing you at the email address you provided. You will generally receive acknowledgement within three business days of submitting your complaint.

2. We will assess your complaint.

We want to assure you that we take all complaints seriously and will conduct a thorough assessment of the issue at hand. We will carefully review all relevant information, gather supporting evidence and analyze the situation in order to provide you with a fair and objective resolution. We understand the importance of addressing your complaint promptly and effectively, and we are committed to ensuring that your voice is heard, and your concerns are taken seriously.

3. You may be asked to provide additional information or documentation.

It is common practice for individuals to be asked to provide additional information or documentation to clarify or verify your concern or complaint.

4. We will keep you informed.

You can expect to receive information such as updates about the status of your complaint, major steps in the process and important timelines, as well as the outcome of your complaint and the reasons for that outcome.