We want everyone who interacts with Spinal Cord Injury Ontario (SCIO) to feel respected, supported, and heard. If something has gone wrong, or you are unhappy with how you have been treated, we encourage you to tell us.
We understand that raising a concern can feel difficult. Your complaint will be taken seriously and handled as fairly, respectfully, and promptly as possible. If you are a client, making a complaint will not negatively affect your services. You will not be penalized or treated differently for speaking up.
We value the feedback of our community and are committed to continuous improvement. If you have a concern or complaint regarding our services, staff, or operations, we encourage you to share it with us. Our complaints process is designed to be fair, transparent, and timely, ensuring that all concerns are addressed appropriately.
SCIO has two complaint processes so that your concern reaches the right people:
You have the right to ask questions, raise concerns, and recommend changes to your services. We will listen to your concerns, explain the decisions we make, and work with you to seek a fair resolution.
A client complaint can be made verbally or in writing. You may also ask an advocate, caregiver, family member, substitute decision-maker, or another support person to assist you.
Read SCIO’s Client Complaint Policy.
If you can and feel comfortable doing so, begin by discussing your concern directly with the staff member involved. Explain what happened, how it affected you, and what you believe would help resolve the concern. Many concerns can be resolved through an open conversation.
If the concern is not resolved, or you do not feel comfortable speaking with the staff member directly, you may contact their manager. You do not have to complete the informal step before asking to speak with a manager.
When speaking with the manager, it can be helpful to explain:
The manager will acknowledge your complaint and begin reviewing it. You will receive a written response within 10 working days of your discussion. SCIO will work with you to establish a reasonable date for resolving the complaint, within a maximum of 30 days from the date it was made.
If the manager cannot resolve the complaint to your satisfaction, it may be elevated to the next level of management, up to and including the Chief Executive Officer. We will explain the next step and keep you informed as the complaint moves through the process.
You can reach SCIO managers through our main switchboard at 416-422-5644 or toll-free at 1-877-422-1112.
The trust of our donors, partners, volunteers, and community matters to us. If you believe we have made a mistake, failed to follow our policies, or treated you unfairly or discourteously, we want to hear from you.
External stakeholder complaints may relate to matters such as:
To make an external stakeholder complaint, contact us by:
Your concern will initially be handled by the Director of Resource Development or another employee assigned by SCIO. You will be treated with courtesy and respect, and we will listen carefully to what you tell us.
SCIO will respond and make every reasonable effort to investigate the complaint within two business days. Some complaints may require additional time to review fully. If that happens, we will keep you informed about our progress.
If the complaint cannot be resolved through this process, or you wish to take it further, you may submit it in writing to SCIO’s Chief Executive Officer.
If your complaint has not been resolved through the manager or Director of Client Services/Resource Development, you may ask for it to be reviewed by SCIO’s Chief Executive Officer.
The Chief Executive Officer will investigate the complaint and provide you with a written decision, including the reasons for that decision, within 30 days of receiving the complaint.
Written complaints may be addressed to:
Chief Executive Officer
Spinal Cord Injury Ontario
520 Sutherland Drive
Toronto, Ontario M4G 3V9
You do not have to navigate the process alone. If you need assistance submitting a complaint, communicating your concern, or accessing information in an alternate format, please contact us. We will work with you to identify appropriate support.
SCIO is committed to accessibility and inclusivity in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Our Accessibility Plan outlines ongoing efforts to enhance accessibility across our services, ensuring everyone can access and benefit from our programs. Read more about our AODA Commitment in our Accessibility plan here.
Are you ready to kickstart your fundraiser? Fill out the form, and we’ll send you our comprehensive Fundraising Toolkit along with any other materials you might need.
Just say “Yes! Sign me up!” and you can improve accessibility in Ontario and help us serve, support and advocate for and with people with spinal cord injury and other disabilities.
There really is strength in numbers.
Please complete this form and we will contact you after receipt to confirm participation, obtain complete details about your study including any supporting materials, and answer any questions.
"*" indicates required fields