New service to hear concerns and complaints from Community Care Access Centre (CCAC) clients. These Q&As are available in 19 languages.

• What is the Long-Term Care ACTION Line?
• What kind of problems can I call about?
• How will the Long-Term Care ACTION Line staff addrss my concerns?
• Do I have to give my name and address to the Long-Term Care ACTION Line staff when I call?
• What is an Independent Complaints Facilitator (ICF)?
• What is the scope of the ICF process?
• How can I reach an ICF?

The Long-Term Care ACTION Line was established primarily for residents of long-term care homes to report any concerns they have about their care and the services provided by the long-term care home.

Starting May 1, 2007, the Long-Term Care ACTION Line will be expanded so that home care clients, or others, like family members, can call with any concerns or complaints they might have about home care services and/or their CCAC.

You can call with any problems, concerns and/or complaints that you have about home care services or any issues regarding a CCAC.

The Long-Term Care ACTION Line staff will ask whether the CCAC has been contacted about your concern. If not, you will be asked for permission to notify the CCAC and the CCAC will contact you to discuss your concerns.

No. However, the best way to address a home care or CCAC concern is by knowing which CCAC is involved in delivering home care services and to whom.

In addition to the Long-Term Care ACTION Line referring your call to the CCAC, callers have the option of speaking to an Independent Complaints Facilitator (ICF) to discuss their concerns. ICFs are located throughout Ontario and are trained to listen to your concerns. If you decide to be referred to an ICF, they will contact you by telephone within 10 business days.

The Long-Term Care ACTION Line and the ICF process provides an additional avenue for CCAC clients to have their complaints heard. The expansion of the Long-Term Care ACTION Line has been established to supplement, but not replace, the existing formal CCAC complaints process. CCACs are still responsible for working with their clients to resolve any issues the client may have.

CCAC clients who would like to work with an ICF must call the Long-Term Care ACTION Line. At your request, the Long-Term Care ACTION Line will have an ICF contact you. With your consent, the ICF can also contact your CCAC to help work through your concerns.

Home care clients are always encouraged to work with their CCAC first to resolves concern before being referred to an ICF.

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