North York Seniors Centre (NYSC) is committed to excellence in serving all clients/members (including individuals with disabilities) in accordance with the requirements of the Customer Service Standard Regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005.
We are committed to provide accessible and equitable customer service to all of our clients/members. This Plan has been prepared to ensure a consistent approach to service and includes the core principles of independence, dignity and integration of individuals with disabilities.
Our interactions and communications with our clients/members will take into account their disabilities. Our staff, volunteers and third party contractors are trained to communicate with persons with various disabilities. Requests for alternative methods of communication (large print billing etc) will be fulfilled in a timely manner. If an accommodation is not readily available, clients/members will be advised of the reasons.
Our clients/members are welcome to use their own personal assistive devices to access our programs and services. We will make every effort to ensure that our staff are trained on how to interact with individuals using various assistive devices.
We welcome people with disabilities and their service animals on the parts of our premises that are open to the public. All staff, volunteers and third party contractors will be trained on how to interact with clients/members who require service animals.
A person with a disability who requires a support person will be allowed to have that person accompany them on our premises. All staff, volunteers and third party contractors will be trained on how to interact with clients who require support persons. Clients/members consent will be obtained prior to discussing any of their confidential personal information in the presence of support persons. Fees will not be charged for support persons for admission to North York Seniors Centre’s premises; however they will b,e responsible for their own meals where appropriate. If fees are charged; they will be clearly stated in our flyers and website.
North York Seniors Centre (NYSC) strives to operate in a professional and courteous manner. It is also focused on treating its stakeholders in an equitable, transparent and timely manner. In keeping with these principles, NYSC has established this complaints policy to provide individuals with a clear procedure to follow when lodging a complaint about NYSC. Equally, the policy provides NYSC and its staff with a clear process for handling and resolving complaints. The information you provide will be used to investigate the complaint and may be used for contact purposes related to the investigation.
A complaint is an expression of dissatisfaction with
NYSC’s policies, procedures, employees or quality of service. Examples include, but are not limited to, the perception of:
- Failure to comply with NYSC Client Bill of Rights;
- Failure to do something agreed to do;
- Failure to observe policies or procedures;
- Unacceptable delay;
- Staff error;
- Discourteous actions/statements by staff.
How to lodge a complaint
A complaint should be directed to the department or program where there is expressed concerned. A complaint may be received verbally in person or by telephone or in writing by hand delivery, mail, fax or email. A complaint may be received anonymously or through a third person.
The coordinator/supervisor will make every effort to provide a solution at that moment. If a solution cannot be immediately found, a clear five-step process will be activated up to and including a full investigation as necessary.
Notice of Decision and Resolution
- Written complaints receive a written notice of the decision.
- Verbal complaints receive written or verbal notice.
- If an investigation determines that the reasons for the complaint are not justified, and no further action is required, the complainant is notified.
- If an investigation determines that the complaint is justified, the complainant is notified of corrective action to be taken and any remedy proposed.
- Complaints are dealt with promptly and resolved as quickly as possible.
- Complaints are confidential and the complainant’s privacy is protected at all times.
- Complaint investigations are fair, impartial and respectful to parties involved
- Complainants are advised of their options to escalate their complaint if they are dissatisfied with treatment or outcome.
- Complainants are provided clear and understandable reasons for how decisions on the complaint were made.
- Updates are provided to complainants during investigations.
- Complaints are used to assist in improving services, policies and procedures.
Do you have feedback or a complaint? Please use the contact form below and someone will contact you within two working days:
Client Bill of Rights
As a client of North York Seniors Centre (NYSC) you have the right to:
- be treated with respect and to be free from all forms of abuse
- have your privacy and dignity honoured, and your autonomy supported
- have your needs and preferences respected
- receive information you can understand about the services you receive
- take part in decisions about your services and care plan
- give consent, refuse consent and change your consent at any time regarding the services you receive from us
- comment or raise concerns about the services you receive without anyone taking action against you
- receive information about laws and policies that govern NYSC services including how you can make a complaint
- have your client records kept confidential in accordance with the law.
NYSC is committed to ensuring the rights of our clients are respected and promoted in accordance with the Long-Term Care Act. These rights are to be respected by all staff and volunteers of NYSC.
Covenant of Conduct
Whereas the North York Seniors Centre has developed a statement of mission as:
North York Seniors Centre provides programs and services to promote the physical, emotional and social well being of adults 55+ living in our diverse community.
The members, volunteers and staff of the organization wish to affirm their commitment to achieving the organization’s mission and objectives in a spirit of cooperation, civility and mutual respect.
In this spirit, the members/clients, volunteers and staff will seek to:
- Treat all with mutual respect; member/client to member/client, member/client to staff, member/client to volunteer, staff to member/client, staff to volunteer, staff to staff, volunteer to member/client, volunteer to staff and volunteer to volunteer
- Avoid condescending tones and attitudes
- Communicate in an efficient and prompt manner
- Request clarification of issues with the applicable and appropriate party(s)
- Respect the confidentiality of relevant issues brought to their attention
- Participate in reconciliation rather than confrontation
- Fulfill all obligations once they have assumed the responsibility, in an efficient and timely manner
- Reaffirm their commitment to making decisions in a democratic manner through a fair and transparent process
- Appreciate each other’s strengths and expertise, realizing we are all working towards a common goal
- Ensure all relationships are without prejudice due to racial, gender, age and cultural diversity
- Use common sense and practice good judgment when relating to one another.
Continuous Quality Improvement
North York Seniors Centre is committed to the philosophy of continuous quality improvement.
With that in mind, this page is being constructed to report our achievements in providing high quality services and programs to our clients and members and to inform you of our Quality Improvement plans for the future.
What we collect and why we need it
Our members, clients and donors expect North York Seniors Centre (NYSC) will provide services and care to people in our community who need us. Collecting current, accurate information allows NYSC to provide our members, clients and donors with the best possible services and care.
To this end, NYSC will collect, use or disclose your personal information for the following purposes:
- To provide requested services
- To determine what products or services would benefit our community
- To develop, offer, manage and provide services and programs that meet the needs of members, clients, donors and our community
- To meet legal and regulatory requirements
NYSC may ask for information by telephone, mail, internet or through personal contact. The information requested depends on the service or program requested. Much of the information we gather is either mandatory by law, or enables us to provide services and programs with appropriate levels of care.
The Ten Privacy Principles:
PRINCIPLE 1 Accountability
NYSC is responsible for maintaining and protecting all member, client and donor information under our control and have designated a Privacy Officer who is accountable for our compliance with the 10 principles comprising our Privacy Code and with all legal requirements.
PRINCIPLE 2 Identifying Purposes
When NYSC asks for your personal information, we will identify what it will be used for.
PRINCIPLE 3 Consent
NYSC requires your knowledge and consent – either express or implied, for the collection, use or disclosure of your personal information, except where it is required or permitted by law. In cases where your express consent cannot be obtained, we will seek such consent from your substitute decision maker.
PRINCIPLE 4 Limiting Collection
NYSC will collect information by fair and lawful means and limit our collection to those details necessary for identified purposes.
PRINCIPLE 5 Limiting Use, Disclosure and Retention
NYSC will use or disclose your information only for the purpose for which it was collected, unless you consent otherwise, or when it is required or permitted by law. We will retain information only for the time required to fulfil the purpose for which it was collected.
PRINCIPLE 6 Accuracy
NYSC will maintain and update your information as accurately and completely as necessary to fulfil the purposes for which it is used.
PRINCIPLE 7 Safeguarding Member Information
NYSC will protect your information with security safeguards appropriate to the sensitivity level of the information.
PRINCIPLE 8 Openness
NYSC will make information available to you concerning the policies and practices that apply to the management of your information.
PRINCIPLE 9 Member Access
At your request, you will be informed of the existence, use and disclosure of your information, and be given access to it. You may verify the accuracy and completeness of your information and may request that it be amended. Requests for access to, and amendment of, information must be in writing and addressed to the Privacy Officer at NYSC at the address below.
PRINCIPLE 10 – Member, Client, and Donor Complaints and Suggestions
NYSC has appointed a Privacy Officer who will answer any questions or inquiries you have about our Privacy Code or practices. Any complaint you may have must be in writing and addressed to the Privacy Officer at NYSC at the address below.
If NYSC does not address your complaint to your satisfaction, you may take your complaint, in the case of personal health information, to the provincial Privacy Commission at:
Information and Privacy Commissioner/Ontario
2 Bloor Street East, Suite 1400, Toronto, Ontario M4W 1A8
Tel. (416) 326-3333
In the case of non-personal health information, you may contact the federal Privacy Commissioner at:
Office of the Privacy Commissioner of Canada
112 Kent Street, Place de Ville, Tower B, 3rd Floor
Ottawa, Ontario K1A 1H3
Tel: (613) 995-8210 Toll-Free: 1-800-282-1376