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G.6.8 Complaint Management


Paramedic Services Effective Date: April 30, 2019
Topic: Professional Standards and Development Directives

Replaces: April 1, 2009

Subject: Complaint Management Policy No. G.6.8.



To ensure that external complaints related to the provision of service, or professional conduct of staff and managed in both an appropriate and timely manner, and that investigative results are disseminated as required in Regulation/Policy.

  • Paramedics
  • Paramedic Superintendents
  • Senior Managers


Where any Paramedic services personnel receives a complaint from an external agency, or a member of the public the immediate response shall be non-confrontational/nonreactive manner. The complaint will be acknowledged, then documented and submitted on an Occurrence Report. Paramedics shall notify their Paramedic Superintendent by telephone.  

Where the nature of any complaint reaches the threshold of the Manitoulin-Sudbury DSB Serious Occurrence Reporting Policy, the Chief’s office will notify the CAO.  

Investigations into complaints surrounding provision of services, and conduct will be managed through the office of Professional Standards, and outcome actions will be managed by the Operations section.


Manitoulin-Sudbury DSB Policy C.6.03 Serious Occurrence Reporting.