Protecting the health, safety and well-being of residents in care is our priority.
Our Community Care Facilities Licensing team inspects residential care facilities to make sure they comply with regulatory requirements.
As part of every routine inspection, a facility risk assessment tool is completed which rates a facility as low, moderate or high risk.
We inspect facilities based on the following categories:
- Care and/or supervision
- Hygiene and communicable disease control
- Nutrition and food services
- Physical facility, equipment and furnishings
- Policies and procedures
- Records and reporting
We are legally responsible to investigate all complaints against any licensed or unlawful residential care facility in accordance with the Community Care and Assisted Living Act.
If you have a health and safety concern or complaint about a residential care facility, please contact your local community care facilities licensing office.
For licensed facilities
What would trigger an investigation?
A concern or complaint from any member of the community to the Community Care Facilities Licensing program. Issues may include:
- An allegation of abuse – physical, sexual, emotional, financial or neglect.
- Non-compliance with licensing regulations.
- Concerns regarding the care and supervision being provided.
Every complaint received is investigated. The investigation process takes immediate steps to address the safety of residents in care through a health and safety plan while gathering information to determine if the complaint can be substantiated.
How is the investigation conducted?
Concerns are discussed with the licensee/manager. Depending on the severity of the concern being investigated and the potential risk to residents in care, we may require:
- Licensee to implement a health and safety plan for the duration of the investigation.
- Licensing staff to review facility documents, financial records, care plans, policies and procedures, etc.
- Licensing staff to conduct interviews with staff, families, residents in care, and/or other relevant individuals.
- Licensing staff to conduct a facility inspection.
What is the expectation of the licensee/manager during the investigation?
Licensee is expected to
- Implement and maintain an approved health and safety plan.
- Ensure the health and safety plan remains in effect until advised.
- Work cooperatively.
- Address any findings of the investigation in a timely and appropriate manner.
How are the findings presented to the licensee/manager?
- Depending on the severity of the issue, the licensee/manager will be provided with either an inspection report, a written letter or a written report that outlines the findings.
- If contraventions have been identified, the licensee/manager will be given a specific time frame in which to respond describing how the contraventions have or will be addressed.
- We will assess the licensee’s response to ensure the issues have or will be addressed appropriately.
- In the event that a licensee fails or refuses to address identified contraventions, we may evaluate the facility’s compliance history in order to determine whether to suspend, place conditions or cancel the facility’s licence.
Residential care facility inspection and substantiated complaint investigations
Complete routine inspection reports and a summary of substantiated complaint investigations are available online. Only complaints which were substantiated through the investigation process will be posted.
Please do not interpret the status of a particular facility based solely on the reports. We encourage you to do other research such as contacting the facility manager or contacting the assigned licensing officer for the facility.
Note: Our reports are updated on an ongoing basis, but we can't confirm that it is accurate, complete or current at all times.
Unlawful residential care facilities
As per section 15(1)(a) of the Community Care and Assisted Living Act, a licensing officer must investigate every complaint that an unlawful residential care facility is being operated.
We will inspect the address where care for vulnerable adults, youth or children is being provided and verify the number of persons in care. If too many persons are being cared for, the operator will be asked to reduce the number of persons in care so that they are no longer operating unlawfully. Learn more about when you require a community care facility licence.
Unlawful residential care facilities
Investigation summaries of unlawful residential care facilities operating in contravention of the Community Care and Assisted Living Act will be available online soon.