Complaint Policy
Share Your Feedback
At Yonge Street Mission (YSM), we aim to serve with dignity, respect, and care. If we fall short, we want to hear from you so we can make it right and improve our services.
We take all concerns seriously and address them promptly, politely, and—when appropriate—confidentially. We also use feedback to learn and strengthen our programs.
How to share your concern
Step 1: Speak with Staff
If you feel okay doing so, talk to the staff member your concern is about. If your concern is about a volunteer, talk to the staff member who is in charge of that volunteer. Often problems can be solved quickly this way.
Step 2: Submit Your Feedback
If talking directly didn’t work, or if you don’t feel comfortable doing that, you can send your concern using the feedback form. Expect a reply within 5 days.
Step 3: Appeal
If you don’t agree with the action steps taken, you can ask a director to take another look at your concern. Expect a reply within 5 days.
Step 4: Final Appeal
If you’re still not happy with the decision, you can make one final appeal. A vice president will look at everything and talk to the right people if needed and get back to you within 10 days. All appeals and their outcomes are recorded — you can ask for a copy.
What this covers
This process applies to concerns about services provided by YSM. Some matters are handled differently, including:
Human rights or discrimination complaints
Situations involving current service restrictions
Complaints about other participants
Genesis Place Homes program terminations
No Trespass orders
If you’re unsure where your concern fits, speak with a staff member and we’ll guide you to the right process.
Our commitment
to you
We Value Your Feedback
We’re grateful when community members share their experiences with us—positive or negative.
Your voice helps us build a stronger, more responsive organization and a Toronto where people, not poverty, thrive.
Yonge Street Mission
306 Gerrard Street East, Toronto, ON M5A 2G7
📞 416-929-9614 | 📧 info@ysm.ca