Feedback & Complaints

Your feedback helps us do better. Whether you'd like to share something that went well or raise a concern, we want to hear from you, and we take every complaint seriously.

We're listening

Share feedback or submit a complaint

The quickest way to reach us is by email or phone. Your message opens ready to send. Just fill in what you can. You can also write to us directly at info@hopewellsupport.ca or call 519-836-9641.

Submit a Complaint Call Us

You can also visit or write to us at 381 Elmira Road North, Unit 1, Guelph, ON N1K 1H3.

Easy Read version

Who can reach out

Everyone's voice matters

We welcome feedback and complaints from the people we support, their families and caregivers, our partners, and anyone in the community. You can raise a concern on your own behalf, or on behalf of someone you support.

What happens next

Our process

  1. We listen

    We acknowledge your feedback or complaint promptly and make sure we understand your concern.

  2. We look into it

    We review what happened fairly and respectfully, and reach out if we need more information.

  3. We respond

    We get back to you, explain what we found, and work with you toward a fair resolution.

If you're not satisfied

You can take it further

If your concern isn't resolved to your satisfaction, you can ask to escalate it to our Chief Executive Officer. You may also contact an external oversight body, such as the Ombudsman of Ontario.

Escalate to our CEO. Send your complaint to our leadership team and ask that it be reviewed by the Chief Executive Officer. It reaches the same team as your first message. We'll take another look and work with you toward a fair resolution.

Escalate my complaint

The Ombudsman of Ontario. The Ombudsman provides independent oversight of publicly funded services. In most cases they'll ask that you raise your concern with us first and give us a fair chance to put it right, so please start with us. If your complaint still isn't resolved, you can bring it to them.

Contact the Ombudsman of Ontario ↗

For the full details, see our complete policy:

Read the full Feedback & Complaints policy (PDF) ↗

Your privacy

Confidential & safe

We handle feedback and complaints confidentially. Raising a concern will never affect the quality of support you or your loved one receives. We're grateful when you help us improve.