Compliments and Complaints

New Path is dedicated to delivering the highest quality services and supports to children, youth, their families and caregivers in an environment that promotes accountability, transparency and trust.

We want to hear from you about what we’re doing well and where we can improve, so that we can provide the best services possible.

If you have a compliment about the services you received, please share it with the staff member involved or with their supervisor or director, or our CEO. Or email our communication team: communication@newpath.ca

We do our best to offer high-quality service, but if a problem arises we want to resolve it with you. Our complaint process may be used at any time during your involvement with New Path.

If you have a complaint, our internal reporting process is here to allow you to voice your concern and get a quick resolution.

1. If possible, raise your concern directly with your counsellor first.
2. If you are not satisfied with the outcome, contact the counsellor’s supervisor.
3. If you wish you may contact our Director of Service with your concern. Following this discussion you will receive a letter outlining the results of your conversation.
4. If your concern is still not resolved you may contact the CEO Chair of the Board of Directors.
5. If at this step there is still no resolution, you may contact the Ministry of Health (your counsellor will give you the name and number).
6. Should resolution still not occur, the Ontario Ombudsman is available at 1-800-263-1830 to assist you.
7. If the complaint relates to the collection, use or disclosure of your personal health information that New Path has on file, you have the right to contact New Path’s Privacy Officer at privacy@newpath.ca or 705-733-2654 ext. 522, or you may contact the Privacy Commissioner of Ontario at 1-800-387-0073 as indicated in the Statement of Information Practices that was given to you when you first came to New Path. You can also ask your worker for more information about this.