Home Care FAQ

I receive home care services through Ontario Health atHome (formerly the Home and Community Care Support Services (HCCSS) or Local Health Integration Network (LHIN) or the Community Care Access Centre (CCAC)). I was recently told that the number of hours of services I receive will be reduced, even though I still need the same help at home. What can I do?

You have the right to ask Ontario Health atHome to review the decision to cut back services provided to you. The law says that you can ask Ontario Health atHome for written reasons for their decision to reduce your hours of service, and for a written copy of their complaint process and they must provide them to you. Then, follow the steps in the complaints process. It is best to put your complaint in writing. Ontario Health atHome must make a final decision about your case within 60 days. If you do not get the answer you want, or you do not get an answer, you have the right to appeal the decision to a special tribunal called the Health Services Appeal and Review Board (HSARB). Home Care Complaints and Appeals is a helpful brochure published by Community Legal Education Ontario (CLEO) that explains how to make a complaint or start an appeal. The home care Bill of Rights says clearly that you have the right to raise concerns and recommend changes without fear of interference, coercion, discrimination or reprisal.