Complaints Process
At St. Paul’s L’Amoreaux Centre and St. Paul’s Terrace Seniors’ Residence, we are committed to maintaining safe, respectful, and well-maintained homes for all our residents and tenants. If you have concerns or issues with your unit, building, or services, please let us know using this form.
Please use the form to report issues such as (but not limited to):
Maintenance issues (e.g., plumbing, heating, cleanliness)
Health & safety concerns
Noise or disturbances
Tenant relations or behaviour
Processes pertaining to rent payment, charges & fees
Discourteous or unprofessional interactions with an employee, volunteer, contractor or other agent of the corporation
Interference with the right to reasonable enjoyment of the property
Formal complaints must be in writing and fully completed using the appropriate Housing Complaint Form. Formal complaints are those that were not resolved through regular communication and feedback channels, or are of a serious nature.
Informal complaints are matters that require follow-up action to resolve the matter without a formal investigation. Examples include submitting a work order for repair or maintenance, providing notification or feedback about a concern.
If this is an emergency (e.g., fire), please call 911
Please fill in the Complaints form and return to our Customer Service Desk or a staff member. Complaints must be submitted within 30 calendar days of the occurrence of the situation or concern, or in some cases, within 5 calendar days of the complainant becoming aware of the concern if it occurred more than 30 calendar days prior.
All complaints will be reviewed by authorized party(s) within 10 business days of being received. A verbal or written acknowledgement with a reference number will be given to the complainants within five business days.
If an investigation is conducted, it will be completed within 30 business days and the complainant will be informed of the outcome and related decisions within 60 business days after receiving the complaint
If you require assistance to complete the complaint form, please contact our office:
📞 1-416-493-3333
Our Privacy Commitment to You
St. Paul’s L’Amoreaux Centre has policies in place to protect tenant and resident information, including guidelines on confidentiality, privacy, security, record access, and correction procedures.
These policies and guidelines are based on the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Information Protection and Electronic Documents Act (PIPEDA).
To ensure transparency and accountability, we have published our privacy principles and other privacy-related information below.
How we use your Personal Information
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Process housing applications
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Manage tenancies and life lease agreements
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Communicate with you
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Process billing and invoicing
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Meet legal and funding requirements
We do not sell or rent your information. We may share it with government agencies or service providers when necessary and always with appropriate safeguards.
Our privacy policies are also based on internationally recognized “privacy principles” of fair information practice:
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Accountability
St. Paul’s L’Amoreaux Centre is responsible for personal information under its control and has designated an individual, the Chief Privacy Officer, who is accountable for St. Paul’s compliance with these privacy principles.
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Identifying Purposes
St. Paul’s L’Amoreaux Centre, at or before the time information is collected, shall identify the purposes for which the personal information is collected.
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Consent
The knowledge and consent of the individual are required for the collection, use or disclosure of personal information, unless the Act [1] allows St. Paul’s L’Amoreaux Centre to do so without consent.
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Limiting Collection
The collection of personal information shall be limited to that which is necessary for the purposes identified by St. Paul’s L’Amoreaux Centre. Information shall be collected by fair and lawful means.
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Limiting Use, Disclosure and Retention
Personal information shall not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Personal information shall be retained only as long as necessary for the fulfillment of those purposes.
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Accuracy
Personal information shall be as accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.
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Safeguards
Personal information shall be protected by security safeguards appropriate to the sensitivity of the information. St. Paul’s L’Amoreaux Centre shall follow reasonable information practices to protect personal information against theft, loss and unauthorized access, copying, modification, use, disclosure and disposal.
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Openness
St. Paul’s L’Amoreaux Centre shall make readily available to individuals specific information about its policies and practices relating to the management of personal information.
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Individual Access
Upon request, an individual shall be informed of the existence, use and disclosure of his or her personal information and shall be given access to that information. An individual shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.
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Challenging Compliance
Any questions or concerns about St. Paul’s L’Amoreaux Centre’s privacy policies or practices should be directed to Chief Privacy Officer at 416-493-3333 ext. 270 or by email to privacy@splc.ca, or to the Information and Privacy Commissioner/Ontario at 416-326-3333 or 1-800-387-0073 or by email to info@ipc.on.ca.