CLIENT RIGHTS &
COMPLAINTS
Entièrement assuré et cautionné
Famille canadienne
Propriété et gestion
Noté 5 étoiles
par les familles
Affaires d'anciens combattants
Prestataire agréé
Part One: Every Client Who Receives Care From Us Has the Right To
Dignity and respect. Be treated with courtesy, dignity, and respect at all times, regardless of age, ability, background, religion, or the nature of the care required.
Safe, competent care. Receive care from trained, certified, insured, and background-checked caregivers, delivered according to a plan developed with your input and, where clinically appropriate, overseen by a Registered Nurse.
Participation in your own care plan. Be involved in decisions about your care, including the type, frequency, and manner of the support you receive, and have your preferences, routines, and cultural or language needs respected wherever possible.
Privacy and confidentiality. Have your personal and health information kept confidential and handled in accordance with our Privacy Policy, and have your privacy respected during personal care.
Clear information. Receive clear, honest information about the services available to you, what they cost, and what funding options—including Veterans Affairs Canada and Family-Managed Home Care through Ontario Health at Home—may apply to your situation.
Consent. Give informed consent before care begins and before any change to your care plan, and refuse any service or caregiver without fear of losing access to future care.
Consistent caregivers wherever possible. Be matched with a caregiver suited to your needs and personality, and have caregiver consistency maintained as a priority rather than an afterthought.
Voice concerns without fear. Raise a question, concern, or complaint about any aspect of your care without fear of reprisal, reduction in service, or any negative consequence, using the process below.
Be informed of changes. Be told in advance, wherever possible, of any change to your caregiver, schedule, or care plan.
End services. Discontinue services at any time, subject to the notice terms in your care agreement.
Part Two: How to Raise a Concern
Whether it’s a compliment, a concern, or a formal complaint, your feedback helps us provide better care. Every client and family member has the right to raise a concern without fear of any negative effect on the care they receive.
By phone: Call 613-518-8258 and ask to speak with a care coordinator. For an urgent concern about care currently in progress, this is the fastest route.
By email: Send details to info@freiheit.ca.
In writing: Freiheit Care Inc., 138 Moresby Dr, Kanata, ON K2M 2E4.
Through your care team: You can also raise a concern directly with your caregiver or nurse, who will pass it to a care coordinator.
What Happens After You Raise a Concern
- Acknowledgement. We acknowledge every complaint promptly, generally within one business day.
- Review. A care coordinator or, for clinical concerns, a registered nurse reviews the situation, which may include speaking with the caregiver involved and checking the care plan and visit records.
- Response. We follow up directly with you to explain what we found and what, if anything, will change — whether that’s a caregiver reassignment, a care plan adjustment, or a change to how a specific task is handled.
- Follow-up. For anything involving a change in care, we check back with you afterward to confirm the resolution is working.
If You’re Not Satisfied
If you feel your concern hasn’t been resolved to your satisfaction, you can ask to have it escalated to Freiheit Care’s ownership directly. For concerns involving the professional conduct of a Registered Nurse or Registered Practical Nurse, you may also contact the College of Nurses of Ontario. For concerns related to publicly funded care coordinated through Ontario Health atHome, you may also contact them directly.
No Reprisal
Raising a concern will never result in reduced service, a less favourable caregiver match, or any other negative consequence. We view every complaint as an opportunity to do better.
Our Commitment
Freiheit Care Inc. is a Canadian family-owned business, and we hold ourselves to the standard of care we would want for our own parents. If at any point you feel these rights are not being upheld, please contact us directly — we take every concern seriously.
Freiheit Care Inc. | 138 Moresby Dr, Kanata, ON K2M 2E4 | 613-518-8258 | info@freiheit.ca
