The Central East Complaint, Concern, Compliment process provides people a means of registering a health care complaint, concern or feedback on what is working well related to their care. The process ensures follow-up and helps to identify potential systemic issues. We are 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
  • Be acted upon promptly and fairly
  • Be 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, we will require your written consent and staff will collect your personal information in accordance with the Local Health System Integration Act, 2006 and Freedom of Information and Protection of Privacy Act.

Please click on one of the following consent forms, depending on your need:

If you have any questions about this collection and use of personal information or the consent form, please contact:

Home and Community Care Support Services Central East
c/o Karen O'Brien, Communications
920 Champlain Court, Whitby, Ontario, L1N 6K9
905-427-5497 or 1-855-804-5446 ext. 3212

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

Filing a Complaint, Concern, or Compliment

By Phone: 1-800-263-3877 ext. 2273 (CARE)

By E-mail: CE.patientrelations@lhins.on.ca

When filing a complaint by email, please ensure you address the following:

  • 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?

Please also provide:

  • Your name
  • City/town
  • Phone number
  • Your permission for us to contact you regarding the concern
  • Your understanding that information you provide may be used to address your concern

By Fax: 905-427-9659

In person at our office: 920 Champlain Court, Whitby, Ontario, L1N 6K9

If you wish to receive a copy of the Home and Community Care Support Services Central East Complaint, Concern, Compliment policy, please contact us.


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.

Is your complaint about a Regulated Health Professional?

All regulated health professionals belong to regulatory bodies called Colleges. If your complaint is about a regulated health professional, such as a physician, nurse, physiotherapist, etc., you will need to contact the appropriate College, for example:

Home and Community Care Information

To access the Home and Community Care Feedback, Complaints, and Appeals page - click here.

Health Care Consent Act

The Health Care Consent Act (HCCA) is an Ontario law that has to do with the capacity to consent to treatment. 

FOI Requests

Request Form under the Freedom of Information and Protection of Privacy Act/ Municipal Freedom of Information and Protection of Privacy Act - click here.