Normal Farm Practices Protection Board - Public Complaints Policy

Table of Contents

  1. Quality Service Standards
  2. Important Points about the Policy
  3. Board Complaints Procedure
  4. Board Complaints Contact Information

Quality Service Standards

The Normal Farm Practices Protection Board (NFPPB) is committed to providing the highest quality service to the public.

  • The Board is open and honest in its behaviour, responsive to change, and committed to continuous self-improvement and integrity.
  • The Board will make every reasonable effort to resolve an issue in a fair, consistent manner and is committed to effective relationships with the general public, clients and other staff within and across ministries, and with elected officials.

From time to time, the Board may receive complaints about the quality of service related to Board policies and procedures, the application of those policies and procedures or the conduct of the Board members and staff. The purpose of this policy is to create a transparent and fair method of responding to public complaints.

Important Points about the Policy

  • Dissatisfaction with the outcome of a decision is not a complaint. Such an issue cannot be resolved by the Board directly. The complaint procedure is not another form of reconsideration, appeal or judicial review. If your complaint would best be resolved through a reconsideration, appeal or judicial review, the Board Secretary will advise you of the appropriate procedure.
  • As part of the Board's commitment to service quality, the Board will accept complaints from the public about quality of the Board's service. Persons who can make a complaint include a party to a Hearing; a party's representative, friend or family member; a witness; or any member of the public who has dealt with the Board.
  • Where possible, complaints will be addressed immediately. However, some complaints may require more effort to address. The Board Secretary will acknowledge verbal or telephone complaints within two business days, and complaints received by mail, email, fax or diskette within 15 business days.
  • If the complaint cannot be resolved immediately, the acknowledgement will indicate when it will be resolved, within a 30-day limit.
  • The Board will respond to your complaint and make every reasonable effort to resolve it in a fair and consistent manner.
  • This policy does not affect your right to raise your concerns with the Ombudsman of Ontario if you are dissatisfied with the responses provided by the Board.

Board Complaints Procedure

Confidentiality: Complaints are kept strictly confidential. However, for a thorough and fair review, the Board must advise the person who is the subject of the complaints.

Making a Complaint about Agency Policies and Procedures

  • Your complaint should be taken to the Board Secretary. If the Secretary cannot resolve it, the Secretary will take it to the Chair. The Secretary's contact information is listed below.

Making a Complaint about the Secretary

  • You can raise a complaint about the Secretary directly with the Secretary. If you do not receive a satisfactory response, you can take the complaint to the Manager of Support Services.
    or
  • You can bypass the Secretary and take your complaint directly to the Manager identified above.

Making a Complaint about a Board Member (other than the Chair)

  • If you have a complaint about the conduct of a Board member while the Hearing is in process, contact the Board Secretary. Except in unusual circumstances, the Chair may defer the review in order to maintain the integrity and impartiality of the Hearing process. The Chair will provide an initial response within 15 days. The Chair will advise the Board member, conduct a review and fully respond to the complaint as soon as, in the Chair's opinion, it is appropriate to do so.
  • If your complaint about the Board member occurs after the Hearing is finished, or if the Board member is not involved in the Hearing, the Chair will respond within 15 days.
  • The review of the complaint by the Chair will take the form of hearing by written submissions. Your complaint should be fully explained in writing (written submission). Your submission will be issued to the Board member, who will be required to submit a written response within ten working days. Your submission will also be issued to any witnesses identified in your submission, and they too will be required to submit a written statement within ten working days. All responses will be forwarded to you, so that you can, if you wish, respond to them as appropriate. You must submit your response document within ten working days. The Chair will then consider all documents submitted and issue a written decision, with reasons, within 20 working days of receiving all written submissions.

Making a Complaint about the Board Chair

  • The Minister or Minister's delegate is the most appropriate choice for reviewing complaints against the Board Chair. You can submit the complaint in writing, or in other forms as appropriate for persons with disabilities, either through the Secretary or directly to the Manager of Support Services. The review may be conducted by the Minister or the Minister's delegate.

Board Complaints Contact Information

Complaint Type Contact Information

Complaint about Agency Policies and Procedures

 

NFPPB@ontario.ca, Board Secretary
Tel: (519) 826-3433
Fax: (519) 826-4232

Mail: Normal Farm Practices Protection Board
Attn: Board Secretary
1 Stone Road West, 2nd Floor
Guelph, ON N1G 4Y2

Complaint about the Secretary

 

Contact the secretary above

or

Joe Koza
Manager, Support Services
Tel: (519) 826-3615
Fax: (519) 826-4232

Mail: Normal Farm Practices Protection Board
Attn: Joe Koza
1 Stone Road West, 2nd Floor
Guelph, ON N1G 4Y2

Complaint about a Board Member (other than the Chair)

 

NFPPB@ontario.ca, Board Secretary
Tel: (519) 826-3433
Fax: (519) 826-4232

Mail: Normal Farm Practices Protection Board
Attn: Board Secretary
1 Stone Road West, 2nd Floor
Guelph, ON N1G 4Y2

Complaint about the Board Chair

 

Contact the Minister or Minister's delegate either through:

NFPPB@ontario.ca, Board Secretary
Tel: (519) 826-3549
Fax: (519) 826-3259

Mail: Normal Farm Practices Protection Board
Attn: Board Secretary
1 Stone Road West, 2nd Floor
Guelph, ON N1G 4Y2

or

Manager Support Services:

Joe Koza
1 Stone Road West 2nd Floor
Guelph, Ontario, Canada
N1G 4Y2

 

Ombudsman Ontario

483 Bay Street
10th Floor, South Tower
Toronto, ON M5G 2C9
General Inquiry Client Access Centre
(416) 586-3300 or 1-800-263-1830


For more information:
Toll Free: 1-877-424-1300
E-mail: ag.info.omafra@ontario.ca
Author: OMAFRA Staff
Creation Date: 13 January 2010
Last Reviewed: 18 March 2014