AODA feedback process
Feedback and Complaints Regarding Accessibility
Youth Diversion shall provide clients with the opportunity to provide feedback on the services provided to clients with disabilities. Information about the feedback process will be readily available to all clients, and notice of the process will be made available by posting it on our website. Feedback forms, along with alternate methods of providing feedback verbally (in person or by telephone) or in writing (handwritten, delivered, website, or e-mail), will be available upon request.
Clients who wish to provide feedback by completing an onsite customer feedback form or verbally may do so with any Youth Diversion employee.
Clients who provide formal feedback will receive acknowledgement of their feedback, along with information regarding any resulting actions based on concerns or complaints that were submitted.
If a complaint is received regarding the manner in which Youth Diversion provides goods, services, or facilities to persons with disabilities, Youth Diversion will:
- Acknowledge receipt of the complaint within five (5) business days.
- Review and investigate the complaint to determine the circumstances surrounding the concern and whether Youth Diversion’s accessibility policies, practices, and procedures were followed.
- Consult with the complainant, where appropriate, to obtain additional information, clarify concerns, and discuss possible resolutions.
- Identify and implement reasonable corrective actions where a barrier, service issue, policy, or practice has contributed to the concern.
- Provide a written or verbal response outlining the outcome of the review and any actions taken or planned within twenty (20) business days of receiving the complaint whenever possible.
- If additional time is required to complete the investigation, inform the complainant of the reason for the delay and provide an estimated timeframe for resolution.
- Communicate the outcome in a manner that takes into account the individual’s accessibility needs.
- Document formal complaints and maintain records of the complaint, investigation, and any corrective actions taken.
Youth Diversion is committed to using feedback and complaints as opportunities to improve accessibility and enhance the quality of services provided to persons with disabilities. Accessible formats and communication supports related to the feedback and complaint process will be provided upon request.
Requesting Accessible Formats and Communication Supports
Youth Diversion is committed to providing information and communications in accessible formats and with communication supports upon request.
Individuals may request accessible formats or communication supports by:
- Speaking with any Youth Diversion employee;
- Contacting Youth Diversion by telephone;
- Sending a request by e-mail;
- Submitting a written request in person or by mail; or
- Using the contact information provided on the Youth Diversion website.
Upon receiving a request, Youth Diversion will consult with the individual making the request to determine the most appropriate accessible format or communication support, taking into consideration the person’s accessibility needs. Accessible formats and communication supports will be provided in a timely manner and at no additional cost to the individual.
Youth Diversion will notify members of the public about the availability of accessible formats and communication supports through its website and other public-facing communications.
