Complaints and concerns

Complaints about a Provincial/Territorial or local CMHA

If you have a complaint about a particular CMHA Provincial/Territorial Division or Local Branch/Region, please address it directly to the respective Division, Branch or Region. Each CMHA operates independently and autonomously, governed by its own Board of Directors.

What is a complaint?

A complaint is an expression of dissatisfaction with the service, actions or lack of actions from CMHA National or anyone associated with CMHA National as a staff member, volunteer, Board member or contractor.

These actions could include (but are not limited to):

• perceived failure of CMHA National to do something previously agreed upon.
• perceived failure to observe CMHA National policy or procedures.
• perceived error made by a CMHA National staff member or volunteer.
• unfair or discourteous actions/statements by a CMHA National staff member or volunteer.

 Anyone personally affected can submit a complaint.

How to Submit a Complaint

Complaints may be made to CMHA National in three ways:

By Email: [email protected]

By Phone: 1 (833) 711-4310
This number is to be used for complaints only. For general inquiries, email [email protected].

By Mail:
Canadian Mental Health Association, National
250 Dundas Street West, Suite 401
Toronto, ON 
M5T 2Z5

Information to Include in Your Complaint

In order to effectively address and resolve your complaint, the following information should be provided:

• approximate date and brief description of the incident/issue;
• name of CMHA member or volunteer to whom the complaint pertains (if relevant and appropriate to share);
• your contact information; and
• your relationship to CMHA (volunteer, training attendee, program participant, donor etc.).

Anonymous Complaints

If you would prefer to submit a complaint anonymously, you should refrain from including any contact information. CMHA National will investigate anonymous complaints; however, if submitted in this manner, CMHA National will not be able to reach out for follow-up or to provide updates on the status of your complaint.

Privacy

All personal information of anyone submitting a complaint will be handled sensitively and not disclosed to any unauthorized individuals.

Complaints Policy and Procedure

To ensure complaints are dealt with in a timely and fair manner, we have implemented a Complaints Policy and Procedure.