Complaints Policy and Process


Introduction

Social Justice Tribunals Ontario (SJTO) is committed to providing a high quality of service to the public in keeping with its core values: accessibility, fairness, independence, timeliness, transparency, professionalism and public service. The complaint process explains how to file a formal complaint about services provided by SJTO.

The complaint process is meant to address concerns about SJTO services. It is not for reviewing adjudicative decisions. If you feel a decision in your case is wrong and should be changed, you must follow the procedures provided in the tribunal's legislation or rules.

Important Information About Making a Complaint

How to Make Your Complaint

Complaints about SJTO Staff or Services

If your complaint is about an SJTO staff person, you should first raise your concern directly with that person. Together, you may be able to resolve the problem without the need for a formal complaint.

If you do not wish to speak with the staff person, or if you are not satisfied with that person's response, ask to speak to the individual's supervisor. Again, the goal is to resolve your problem without the need for a formal complaint.

If your complaint relates to an SJTO service, or if you have not been able to resolve your staff complaint informally, send your written complaint to the attention of the Complaints Coordinator. Explain the reasons for your complaint (who, what, when, where), the steps you think should be taken to resolve your complaint, and the outcome you are seeking. If your complaint is about a particular file, please provide the file number.

SJTO will respond within 15 working days. If we are not able to complete the review of your complaint within this time period, we will still contact you to acknowledge receipt of the complaint and tell you when you can expect a response.

Complaints about SJTO Members

SJTO members include Associate Chairs, Vice-chairs and Members.

SJTO will not consider a complaint about a decision or order issued by an SJTO member if you are asking that the result be changed. If you feel a decision in your case is wrong and should be changed, you must follow the procedures provided in the tribunal's legislation or rules. Depending on the tribunal, this can include review, reconsideration or appeal.

If your complaint concerns the conduct of an SJTO member that you believe could affect the outcome of your case, you should raise it during the hearing or mediation process, or through written submissions to the "registrar". Failing to do so could prejudice your rights and interests.

If you have not raised your complaint during the hearing or mediation, or if you are dissatisfied with the member's response, send your written complaint to the Complaints Coordinator. Please provide the file number, the name of the member(s), the specific reasons for your complaint (what, when, where) and the steps you think would resolve the complaint.

SJTO will respond within 15 working days. If we are not able to complete the review of your complaint within this time period, we will still contact you to acknowledge receipt of the complaint and tell you when you can expect a response.

If your case is ongoing, you may be advised that action on your complaint will be postponed until the final decision is issued or the member's involvement in the case has ended. This is to protect the fairness and impartiality of an ongoing proceeding.

If your complaint is about the length of time it is taking to receive your decision, please refer to the tribunal's service standards before making a formal complaint.

Contact Information

Complaints Coordinator
Social Justice Tribunals Ontario
655 Bay, 14th floor
Toronto, ON M7A 2A3

Email: sjtocomplaints@ontario.ca
Tel: 416-585-6878
Toll Free: 1-855-219-4893
Fax: 416-212-8024
TTY (via Bell Relay): 711

This policy is also available online at www.sjto.ca and on request in various accessible formats.

SJTO is authorized under the Freedom of Information and Protection of Privacy Act, sections 38(2) and 41(1)(b), to collect and use the information provided in your complaint about SJTO's programs and services. We do this to make sure we are providing the best customer service possible. Some of the information that you provide may be your personal information. We will use this information only to process, inquire into and respond to your complaint. We care about protecting your privacy. If you have any questions about the complaint process, please use the contact information above.




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