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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: 416-646-5557
By Mail:
Canadian Mental Health Association, National
500-250 Dundas Street West
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. Please refer to this document for more information.