Complaints Policy

The Local Planning Appeal Support Centre (LPASC) is an independent agency of the Province of Ontario, accountable to a board of directors. We are committed to providing high-quality and timely service to the public.

 

1. Purpose

1.1. The purpose of this policy is to:

  • make sure individuals know their right to make a complaint and the process involved; and
  • make sure that complaints are dealt with in a fair and timely manner.

 

2. Application and Scope

2.1 The policy applies to the LPASC services, policies and procedures.

2.2 Anyone can submit a complaint and it will be reviewed under this policy. The person making the complaint must provide a name and contact information.

2.3 This policy applies to all complaints effective July 1, 2018.

 

3. Definition

3.1. A complaint is an expression of dissatisfaction related to LPASC policies, staff behaviour or quality of service.

 

4. Complaint Process

4.1. All complaints, whether written or verbal, will be forwarded to and handled by the LPASC Manager/Registrar initially. The LPASC Manager/Registrar will contact the complainant to try to resolve the complaint within 10 working days.

4.2. If the complainant is not satisfied with how the complaint is resolved, then the complainant may submit a written complaint to the Executive Director. Written complaints must be submitted using the LPASC Complaints Form.

4.3. The Executive Director will send an acknowledgement letter no more than 2 working days after LPASC receives the written complaint. The Executive Director will respond to the complaint within 20 working days.

4.4. If, due to exceptional circumstances, the Executive Director cannot respond to the written complaint within 20 working days, the complainant will receive a letter giving reasons for the delay and a date for a response.

4.5. Once the written complaint has been investigated, the Executive Director will respond to the complainant in writing. If a staff person was the subject of the complaint, they will receive a copy of the response.

4.6. If the complainant is not satisfied with the response from the Executive Director, the complainant may forward the complaint, the response received, and the reasons for their dissatisfaction to the Chair of the board of directors.

4.7. The board of directors will send an acknowledgement letter no more than 5 working days after it receives the complaint. The board of directors will respond to the complaint within 40 working days.

4.8. If, due to exceptional circumstances, the board of directors cannot respond to the complaint within 40 working days, the complainant will receive a letter giving reasons for the delay and a new date for a response.

4.9. Once the complaint has been investigated, the board of directors will respond to the complainant in writing. If a staff person was the subject of the complaint, they will also receive a copy of the response.

 

5. Confidentiality

5.1. All personal information in the complaint will be treated as confidential. However, to enable a fair process, it will be shared with those involved in the investigation, including any staff people who are subjects of the complaint.

 

6. Responsibilities

6.1. LPASC will treat each complaint professionally, efficiently, and fairly; it will treat the complainant with respect throughout the complaint process.

6.2. LPASC asks that the complainant cooperate with the investigation and treat LPASC staff with respect throughout the complaint process.