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CFS

Complaints Process

You have a right to file a complaint if you feel like your best interests are not being reflected in your care, you are not being listened to, if your rights are being violated, or if you are not receiving the support services you are eligible for. When you file a complaint, include what the issue is, how you would like it to be resolved, and the best time and way to contact you.

General Authority

The General Authority is responsible for overseeing four CFS Agencies. These Agencies include CFS of Central Manitoba, CFS of Western Manitoba, Jewish Child and Family Service, and Winnipeg, Rural & Northern CFS.

Complaints process

1)  Speak with your caseworker or social worker if you have concerns or questions.

2) If the issue was not resolved after talking to your worker, you can ask to speak with the CFS supervisor. You have a right to speak to the supervisor.

3) If the matter is still not resolved after the meeting with the supervisor and caseworker, you have the right to contact the person at the agency who oversees the CFS supervisor.

4) If the supervisor of the CFS supervisor doesn’t fix the problem, you may contact the director of the agency who will work with you, your caseworker, the CFS supervisor, and the supervisor’s supervisor to help you come to a solution to the problem.

5) If your issue is still not resolved after speaking to the director, you may contact the General Authority at 1-800-803-2814, or by email at generalauthority@gov.mb.ca and someone will help you resolve your concern.

If at any time you would like someone to help you advocate for yourself, you can contact the Manitoba Advocate for Children and Youth or VOICES: Manitoba’s Youth in Care Network for free advocacy support. 

Metis Authority

The Metis Authority is responsible for overseeing two CFS Agencies. These Agencies include Metis Child, Family and Community Services and Michif Child and Family Services.

Complaints process

1)  Speak with your caseworker/ social worker if you have concerns or questions.

2) If the issue was not resolved after talking to your worker, you can ask to speak with the CFS supervisor. You have a right to speak to the supervisor. The supervisor is required to tell you what their decision is and why.

3) If the matter is still not resolved after the meeting with the supervisor and caseworker, you have the right to contact the Director of Service.

4) If the director is not able to resolve the complaint, you can contact the Executive Director. If you ask the Director to elevate the issue to the Executive Director they are required to do so. 

5) If the issue is not resolved and you want to pursue it further, you can ask for an Authority Review and you will meet with someone from the Metis Authority. 

Check out the Metis Authority’s complaints process.

If at any time you would like someone to help you advocate for yourself, you can contact the Manitoba Advocate for Children and Youth or VOICES: Manitoba’s Youth in Care Network for free advocacy support.

Northern Authority

Complaints process

We are unable to locate the complaints process for the Northern Authority or any of their agencies. If you are a representative from the Northern Authority or any of their seven agencies and know the complaints process, please contact Jenna Drabble, Futures Forward Program Manager at jdrabble@yesmb.ca.

Southern First Nations Network of Care

Complaints process

1)  Speak with your caseworker or social worker if you have concerns or questions.

2) If the issue was not resolved after talking to your worker, you can ask to speak with the CFS supervisor. You have a right to speak to the supervisor.

3) If the matter is still not resolved after the meeting with the supervisor and caseworker, you have the right to contact the person at the agency who oversees the CFS supervisor (service director).

4) If the supervisor of the CFS supervisor doesn’t fix the problem, you may contact the executive director of the agency who will work with you, your caseworker, the CFS supervisor, and the supervisor’s supervisor to help you come to a solution to the problem.

5) If your issue is still not resolved after speaking to the director, you may contact the Southern Network by phone 204-783-9190 or by email at intake@southernnetwork.org  and someone will help you resolve your concern.

If at any time you would like someone to help you advocate for yourself, you can contact the Manitoba Advocate for Children and Youth or VOICES: Manitoba’s Youth in Care Network for free advocacy support. 

Peguis Child and Family Services

Peguis First Nation is the first Indigenous nation in Canada to be given permission by the Canadian government to govern the child welfare concerns of its own people based on a new law called the Act respecting First Nations, Inuit, and Métis children, youth and families.

Peguis First Nation, led by the Chief and Council, who are directed by membership, acknowledges and continues its inherent and sacred right to provide care for our Nation’s children and families through our Indigenous Legal Traditions, Customs and Governance in contemporary times. This sacred and inherent right includes jurisdiction in relation to child and family services.

Complaints Process

The Quality Assurance Coordinator is responsible to review and assess your complaints.

The steps below are also followed for any person or entity filing a complaint regarding the Agency’s communications.

  1. Try to talk to your worker about what’s going on and what you would like to see happen. This is a team approach; it is the responsibility of the worker and supervisor to address your immediate concern first prior to proceeding with the formal complaint process.
  2. The worker and supervisor need to document their efforts to resolve the concern.
  3. If you are not satisfied then they must be informed of the complaint process outlined below.

COMPLAINT PROCESS:

  1. Quality Assurance Coordinator is provided the contact information of the client.
  2. Quality Assurance Coordinator will contact the client and arrange an interview and will determine the location, i.e. Office or in the home.
  3. Quality Assurance Coordinator will document the complaint.
  4. Quality Assurance Coordinator will interview the worker and supervisor assigned to gather more information in respect to the complaint.
  5. Quality Assurance Coordinator will consult with Director of Service to determine if further investigation is needed.
  6. If Quality Assurance Coordinator determines a file review is required he/she will complete a file review of service delivery specific to the complaint.
  7. The written report will be provided to the Director of Service to review with the Executive Director if required to determine if the complaint is substantiated or unsubstantiated.
  8. If the complaint is unsubstantiated, then the report shall be filed in the client’s physical file.
  9. If the complaint is substantiated, then a formal meeting will occur with the Supervisor to address the valid concern reported. An action plan will be developed and implemented to address the concern.
  10. It is the responsibility of the Quality Assurance Coordinator to send a formal letter to the client notifying them if the complaint has been substantiated or not. A copy of the letter will be placed on the client’s file.

Contact Peguis CFS for more information

Looking for Help?

Contact Info

Winnipeg:
(204) 988-7440
Thompson:
(204) 677-7270
Toll-Free:
1-800-263-7146 
Email: info@manitobaadvocate.ca

Contact Info

Winnipeg:
(204) 988-7440
Thompson:
(204) 677-7270
Toll-Free:
1-800-263-7146 
Email: info@manitobaadvocate.ca