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Feedback and Complaints

Gerstein Crisis Centre values feedback and input. Client feedback forms and Ontario Perception of Care surveys are on hand for your use. We hold focus groups on service issues that come up and speak directly with clients about the services they receive. We appreciate comments and work to resolve issues as quickly as possible.

Service Requests

The feedback and complaints process is for comments and is not intended as a means for accessing services. To access services, please call our 24-hour telephone crisis line at (416) 929-5200.For information about referrals to Gerstein on Bloor, please call (416) 604-2337. To access recovery-based programs please call (416) 929-0149 ext. 232

Process For Feedback and Complaints

Crisis workers can be informed in-person and you can ask to speak with a manager during business hours. Feedback surveys are available at all of our locations and can be completed online or on paper. Surveys are also available on our website at gersteincentre.org.

Complaints Officers

Executive Director

Susan Davis – (416) 929-0149 ext. 222
susandavis@gersteincentre.org

Coordinator of Crisis Services

Elaine Amsterdam – (416) 604-2337 ext. 335
eamsterdam@gersteincentre.org

Gerstein on Charles

100 Charles Street East
Toronto, ON M4Y 1V3

We welcome your feedback. Feedback helps identify what we are doing well and should continue doing. It also helps us learn what areas need improvement. Providing feedback or making a complaint will not affect your service. If a complaint is not resolved or you are not satisfied with the solution provided to you by the executive director, you can contact the Gerstein Crisis Centre Board of Directors at board@gersteincentre.org.

We keep a record of any complaints and responses and the Executive Director and any staff responsible for the service you received are given details.

Any personal information provided during a complaint is collected under the authority of the Personal Health Information Protection Act (PHIPA). The information is used to investigate the complaint for quality assurance purposes. Any questions about this collection can be delegated to the Executive Director.

Making a Complaint

Complaints should be made as close to the event as possible. This allows for a more accurate investigation and timely resolution.

We will respond within 30 calendar days of receipt of the complaint. If our response takes longer, you will be contacted and given an explanation.

You may make a complaint on behalf of someone else, but we will need to know that you have received their permission first. We may also want to contact the person who had direct involvement.

Please note: while feedback surveys can be completed anonymously, Gerstein Crisis Centre does not accept or investigate anonymous complaints.

Information collected: name, address, telephone number, email address (optional), the program, or the name of the Gerstein Crisis Centre employee

Follow this link to survey monkey to fill out a client feedback and complaints survey.