Complaints Process
An ODACC Quality Assurance Team (the “QA Team”) will address any complaints or concerns raised about its Adjudicators, ODACC, or ODACC’s services. The ADR Chambers Ombudsman Office will form part of the ODACC QA Team.
The complaints process provides a process for independent investigation of complaints, and timely resolution to the complaints. The QA Team will investigate issues raised, reach conclusions, and decide on the appropriate outcome of the complaint, including any recommendations for ODACC. A Complainant has up to one year following the date of the activity that is the subject of the complaint to file their complaint.
The Complaints Process
1. Receipt of Complaints
All complaints must be submitted in writing through the complaint form available at the following link: Complaints Form and should contain:
- The full name of the complainant;
- The contact information for the complainant (home address, email, phone number(s));
- The nature of the complaint (against Adjudicator, ODACC or ODACC’s services);
- The name of the Adjudicator about whom the complaint is made, if applicable;
- The adjudication case #, if applicable;
- The dates when the activity that is the subject of the complaint occurred; and
- A description of the complaint.
ODACC will confirm receipt of the complaint within two (2) business days following receipt of the complaint.
2. Consideration of Complaints
The complaint will be forwarded to the QA Team, which will determine within ten (10) business days of receiving the complaint whether additional investigation is required to consider the complaint.
If your complaint involves the conduct of an adjudicator that you believe could affect the outcome of your case, you should raise it during the adjudication process. If your case is ongoing, action on your complaint will normally be postponed until the final determination is issued or the adjudicator’s involvement in the case has ended. This is to protect the fairness and impartiality of an ongoing proceeding.
If the QA Team determines that no further action is warranted, it will inform the complainant of the outcome of the complaint and provide reasons for its decision.
If the QA Team determines that further action is warranted, the QA Team may propose an informal resolution to the complaint, or may decide to investigate.
If the QA Team determines that an investigation is necessary, it will appoint an investigator. The investigator may take the following steps:
- Gather information from the complainant;
- Gather information from the Adjudicator, if applicable;
- Review any documents and other written material submitted; and
- Prepare a brief written report setting out facts, analysis, and any recommendations.
The investigation will be concluded within twenty (20) business days of receiving all material from the complainant and all parties identified by the investigator.
The QA Team will make a decision about the appropriate outcome of the complaint, including any recommendations for ODACC.
3. Response to Complainant
The QA Team will inform the complainant, the Adjudicator and ODACC in writing of the outcome of the complaint and the reasons for the decision.
4. Tracking and Reporting
ODACC will track complaints about individual Adjudicators and collectively. This information will be used to provide feedback to individual Adjudicators and to shape the content of Adjudicators’ ongoing training. ODACC will report in writing to the Ministry of the Attorney General for Ontario regarding complaints received by ODACC and the resolutions made for those complaints.
