Feedback and Complaints
Hopewell Support Services welcomes feedback and complaints from people supported, families, caregivers, employees, volunteers, students, community members, visitors, and other stakeholders. Feedback helps us listen, learn, improve services, and strengthen the quality of care and support we provide.
Hopewell is committed to receiving and responding to feedback and complaints in a respectful, confidential, fair, timely, and accessible manner. Complaints will be reviewed impartially and will not be investigated by staff directly involved in the concern. Anyone who raises a concern in good faith will be protected from retaliation.
Feedback or complaints may be submitted verbally, in person or by phone; in writing, including letter, email, or fax; through a trusted advocate or support person; anonymously, where enough information is provided; or through accessible communication methods, including assistive devices, translation, or other communication supports.
Hopewell will acknowledge complaints within 24 hours whenever possible. Informal concerns may be raised with frontline staff or a Program Coordinator. Formal or larger-scale complaints should be directed to the Program Manager. Written formal complaints will receive a response within five business days where possible. If a matter is escalated to senior leadership, a response will be provided within seven business days where possible.
Where timelines cannot be met, Hopewell will inform the complainant of the reason and provide an updated timeline. Complaint outcomes may include clarification, adjustments to care plans or services, staff training or coaching, program or procedural improvements, or other appropriate action.
Contact Us
For accessibility-related questions, requests for accessible formats or communication supports, or feedback about accessibility, please contact Hopewell Support Services:
Hopewell Support Services
1-381, Elmira Rd North Guelph, ON, N1K 1H3
Contact Name: Joseph Ayorinde
Phone: 519 – 836 – 9641
Email: info@hopewellsupport.ca
