Complaint Policy
Share a Concern or Complaint
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.
What this covers
This process applies to concerns about services provided by YSM Programs and our Community Development Department.
Some matters follow different procedures. For example:
Human rights or discrimination complaints
Situations involving current service restrictions or No Trespass orders
Complaints about other participants
Genesis Place Homes program terminations
If you’re unsure where your concern fits, speak with a staff member and we’ll guide you to the right process.
How to share your concern
1. Speak with the staff member involved
If you feel comfortable, start by talking directly with the staff person connected to your concern.
Many issues can be resolved quickly and informally this way.
2. Contact their Supervisor
If the issue isn’t resolved or you prefer not to speak with the staff person directly, you can submit your concern in writing to their Supervisor.
If writing is a barrier, you can ask a YSM staff member to help you document your concern.
The Supervisor will:
Meet with you (or connect with you) within 10 business days
Provide a response within 5 business days after that conversation
A record of the discussion and decision will be kept, and you can request a copy.
3. Appeal to the Director
If you disagree with the Supervisor’s decision, you may ask the Director to review your concern.
Please provide a short written summary explaining why you’re requesting a review.
The Director will respond within 5 business days.
4. Appeal to the Vice President
If you remain unsatisfied, you can make a final appeal to the Vice President overseeing the area of service.
Please submit a written explanation of your concern and why you disagree with the previous decision (a staff member can assist if writing is a barrier).
The Vice President will review all documentation, consult as needed, and respond within 10 business days.
All appeals and outcomes are documented. A copy of your report can be provided upon request.
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
310 Gerrard Street East, Toronto, ON M5A 2G7
📞 416-929-9614 | 📧 info@ysm.ca