Complaints
We’re committed to providing services that are respectful, inclusive, and grounded in best practices.
Our staff and volunteers work across a wide range of issues affecting our communities, and we take our responsibility to provide safe, appropriate, and high-quality services seriously.
In line with our mission, our accountability to funders and partners, and our commitment to community care, MAX strives to ensure that our programs, services, and interactions are as responsive and trauma-informed as possible. Our team receives ongoing training to support professional development and strengthen the quality of our work.
When something doesn’t feel right
Despite these efforts, there may be times when someone has an experience that may be uncomfortable, disappointing, or harmful. If you are currently (or have been) a service user or program participant at MAX, it is possible that you have had an interaction with MAX staff, volunteers, or representatives that did not meet your expectations or that you experienced behaviour that felt inappropriate, disrespectful, or harmful.
Rest assured: raising a concern will not affect your access to services. We take complaints seriously and view them as an important part of accountability and growth.
How to make a complaint
You can submit a complaint using the form below:
Complaints can be made in English or French. You may also request support in submitting a complaint if needed by emailing info@maxottawa.ca.
All complaints are handled with care, confidentiality, and respect.
Complaints involving the Executive Director
If your complaint involves the Executive Director, you can direct your concern to the Chair of the Board of Directors at chair@maxottawa.ca.
Complaints submitted to the Board Chair will be reviewed independently from staff management, and will be handled with the same commitment to confidentiality, fairness, and accountability.