Your Feedback Matters

Your feedback is important to us. Feedback can include making a complaint, giving us a compliment or making suggestions for improvements. Our goal is to meet and exceed the expectations of all of our clients and stakeholders. We want to make sure that everyone has the opportunity to share their thoughts. We will listen to all the feedback we receive and we will use it to improve how we deliver our services.

You can submit feedback for yourself or on behalf of an organization or someone you represent like a parent or sibling or support person. Your feedback can be anonymous or you can ask for a response by providing your name and contact information.

We have a feedback booklet and form that are available in larger print, upon request. We also regularly conduct ‘Client Satisfaction Surveys’ for our Claims Processors and Outreach Workers.

You can also provide feedback in person and by phone during regular business hours (8:30 a.m. to 4:30 p.m., Monday to Friday) and by email, fax, and mail when it is convenient for you.


How You Can Provide Feedback

You have many choices about how you can provide your feedback:

In person:

Please call the office (see the phone numbers below) and ask for an appointment to speak with the appropriate Manager. A mutually convenient meeting date and time will be arranged.


Please call 1-866-288-9659 and ask to speak with the Passport Manager.


Please email your feedback to


Please complete the Customer Feedback Form, which is found in the Feedback booklet, or write us a note and fax it to: 1-844-777-6663 (Toll-Free).


Please complete the Customer Feedback Form, which is found in the Feedback booklet, or write us a note and mail it to:

Contact Hamilton
Attention: Feedback
4 – 140 King Street East
Hamilton, ON L8N 1B2

If you want to provide feedback in a way that is not listed here, our staff will discuss options with you, based on your particular need. Please call 1-877-376-4674 (for adult developmental services feedback) to discuss your options.


Step 1: If you are comfortable, please share your complaint or concern with the staff person that you dealt with and he or she will listen to you and attempt to resolve the issue. The staff person will record the complaint and the resulting actions. Our hope is that most of the complaints are dealt with at this stage.

Step 2: If your issue is not resolved to your satisfaction during Step 1 OR you are not comfortable approaching the staff person involved, please ask to speak with the Manager for

that service (children’s services or adult developmental services).

For more information about making a complaint, please click here.