Complaints procedure re other services
 23. (1) A service provider, other than a society or a service provider who provides residential care to children or young persons or who places children or young persons in residential placements, shall establish and follow a written complaints procedure that meets the requirements of subsection (2). O. Reg. 155/18, s. 23 (1). (2) The complaints procedure shall, (a) allow for any person to make a complaint respecting alleged violations of a child or young person’s rights under sections 3 to 7 of the Act in a manner that is accessible to the person making the complaint; (b) allow for complaints to be made anonymously; (c) require the service provider, as soon as possible in the circumstances but before the end of the business day following the day on which the complaint was received by the service provider, to, (i) except if the complaint is made anonymously, acknowledge receipt of the complaint in writing, (ii) determine whether, without deciding upon the merits of the complaint, any immediate action can be taken to prevent the alleged violation from occurring or recurring or mitigating any possible harm to any child or young person in respect of whose rights the complaint is made that could be caused by the alleged violation, (iii) except if the complaint is made anonymously, determine what, if any, supports the person making the complaint may require in order to participate in a review of the complaint; (d)  Revoked: O. Reg. 79/19, s. 2. (e) set out a process for complaints received to be considered and responded to by a person other than a person in respect of whom the complaint is made, if possible; (f) subject to subsection (3), require the service provider, until a response to a complaint has been provided under clause (g), to provide an update to the person who made the complaint and any child or young person in respect of whose rights the complaint is made, (i) if requested by the person or by the child or young person, and (ii) at such other times as necessary to ensure that the person and the child or young person receives an update respecting the complaint no later than 15 days after the service provider receives the complaint and subsequently at intervals of no more than 15 days; (g) subject to subsection (3), require the service provider to inform in writing the person who made the complaint and any child or young person in respect of whose rights the complaint is made, of what, if anything, the service provider has decided to do in response to the complaint; (h) require the service provider to obtain the consent of the child or young person in respect of whose rights the complaint is made before disclosing any of the child or young person’s personal information in the circumstances described in clauses (f) and (g); (i) require the service provider to make reasonable efforts to ensure that any person who is informed of the results of a review understands the results; (j) require the service provider to document the details of the complaint and the steps taken in response to the complaint in the file of a child or young person in respect of whose rights the complaint is made; and (k) if it is determined during the review that there has been a violation of the rights of a child or young person under sections 3 to 7 of the Act, require the service provider to determine whether there are any measures that could be implemented to prevent the same violation from recurring and implement any such measures. O. Reg. 155/18, s. 23 (2); O. Reg. 79/19, s. 2; O. Reg. 72/22, s. 9 (1, 2). (3) The requirements in clauses (2) (f) and (g) do not apply in respect of the person who made the complaint if the complaint was made anonymously. O. Reg. 155/18, s. 23 (3). (4) A service provider referred to in subsection (1) shall ensure that, (a) a version of the written procedure is prepared that sets out the aspects of the written procedure relevant to making a particular type of complaint referred to in subsection (2) in language suitable to the understanding of children and young persons; and (b) that version is made available to the public. O. Reg. 72/22, s. 9 (3).