How To Make A Complaint
The Client Complaint Policy ensures that proper procedures are in place to address every client complaint Planned Parenthood Toronto receives in a timely and fair manner. It also ensures that all client complaints are communicated to the appropriate personnel.
Only the complaints where the complainant has identified themselves are covered by this policy. Anonymous complaints are not within the terms of this policy, although it is expected that PPT will assess the validity of such complaints and, where appropriate, take further action.
Definitions
How Do I Make A Complaint?
A verbal complaint may be expressed to any PPT staff person or manager in person or by telephone; a written complaint (including the form) can be emailed, mailed or hand delivered to PPT. To submit a written complaint, download and complete Part A of the Client Complaint Reporting Form or have someone complete it on your behalf. Do not fill out Part B (this is for staff use).
Download our Client Complaint Reporting Form (fillable PDF version).
What Happens After I Make A Complaint?
Once the Client Complaint Reporting Form is completed, it is given to the Executive Director for follow-up. The Executive Director makes sure that all client complaints are investigated and that a resolution or plan of action is developed. You will be kept informed of the process and the actions taken. If you feel that the resolution is not satisfactory, the complaint may be appealed to the Board of Directors.
Statement Of Client Rights
As a client of Planned Parenthood Toronto, you have the right to:
- be treated with respect and dignity regardless of age, sex, gender identity, sexual orientation, race, ethnicity, citizenship, health insurance status, education, physical and/or mental abilities;
- health care even if you do not have a health card;
- be referred to by the name and pronoun that you use;
- share only the information you want with the people serving you and be confident that your information will be kept confidential within the limits of the law
- bring a friend or support person with you to an appointment and/or into the exam room;
- refuse the presence of an observer or student;
- refuse any care, services or treatment;
- be presented with all the information you need, where you feel comfortable making your own decisions and be supported in your decision making;
- easily accessible health care services that are provided in a safe, comfortable, respectful and confidential environment within legal limits;
- a fair, safe and clear process of complaint;
- know the names, roles and positions of the people serving you and;
- know the experience and qualifications of the people serving you.
Want to Know More?
If you need more information please request the full Client Complaint Policy and Procedures from ppt@ppt.on.ca