What can you do if you have a AODA+ complaint?

Of course. Having the perfect complaint letter is the first step; getting it to the right people is the second. Here is a step-by-step guide on how to submit your complaint effectively. We are always here to help you in this process.

Construction worker directing traffic and ensuring safety at a busy work site while interacting in an aggressive manner with a driver amidst ongoing construction activities.

Step 1: Identify the Company Responsible

This is the most crucial first step. The flag person may work directly for the main construction company, a subcontractor specializing in traffic control, or the municipality/ministry that commissioned the work.

• Look for Clues: Do you remember seeing a company name on the construction signs, vehicles (trucks, excavators), or the employee's vest? Common companies in Ontario include Dufferin Construction, Aecon, Miller Group, etc.

• Check Municipal/Regional Websites: Look up the road you were on. The local city, town, or regional municipality's website often lists current road construction projects, road closures, and the contractors involved.

• Check MTO for Provincial Highways: If you were on a 400-series highway or a major provincial road, the Ministry of Transportation (MTO) website might list the project details.

Step 2: Submit Through Official Channels (Always Start Here)

Your goal in this step is to create an official, time-stamped record of your complaint. Email is the best method.

1. Find the "Contact Us" Page: Go to the website of the company you've identified. Look for a "Contact Us," "Feedback," or "General Inquiries" section.

2. Use the General Email or Contact Form:

   • If there is an email address (e.g., info@company.com): Send the formal letter you drafted directly from your email account. This is the best option as you have a sent record. Use the subject line we crafted: "Formal Complaint: AODA Customer Service Breach and Unsafe Staff Conduct - [Date of Incident]".

   • If there is a web form: Copy and paste your letter into their form. Before you click "submit," take a screenshot of the filled-out form for your records.

3. Wait for an Automated Reply: You will likely get an automated response with a reference or ticket number. Save this email. It is proof they received your complaint.

Step 3: Escalate If You Don't Get a Response

If you don't receive a personal response within 3-5 business days, it's time to escalate.

1. Find Specific Department Contacts: Go back to the company's website or use a professional networking site like LinkedIn to find the names and email formats (e.g., firstname.lastname@company.com) for people in specific roles. The best departments to contact are:

   • Health & Safety Manager: Your complaint is fundamentally about an unsafe situation created by an employee. This is their direct responsibility.

   • Human Resources (HR) Manager: Your complaint involves employee conduct, training, and AODA compliance, which are core HR functions.

   • Project Manager (for that specific site): If you can identify the manager for that specific project, they have direct oversight.

2. Send a Follow-Up Email: Forward your original email to one or two of the contacts you found.

   • Example Email:

     Subject: FWD: Formal Complaint: AODA Customer Service Breach and Unsafe Staff Conduct - [Date]

     Dear [Mr./Ms. Last Name],

     I am forwarding the complaint below, which was submitted via your general contact form on [Date]. I have not yet received a personal response and I am escalating this matter to you directly due to its serious nature involving staff misconduct, public safety, and a breach of AODA compliance.

     Could you please confirm receipt and let me know who will be investigating this incident?

     Sincerely, [Your Name]

Step 4: Contact the Project Owner (If Needed)

If the company itself is unresponsive, your final step is to complain to the organization that hired them.

• If it's a Municipal Project: Contact the City or Regional Clerk's office, the Public Works department, or your local councillor. They have oversight of their contractors and take public complaints very seriously.

• If it's a Provincial Project (MTO): The MTO has formal complaint processes for issues on provincial highways. You can find this on the official Government of Ontario website.

When you contact the project owner, provide them with a copy of your original complaint and mention that the contractor was unresponsive. This puts external pressure on the company to act.

Summary of Best Practices:

• Email is Best: It creates a clear, documented, and time-stamped paper trail.

• Be Professional: Stick to the facts as outlined in your letter. A calm, formal tone is always more effective.

• Keep Records: Save copies of everything you send and receive, including confirmation numbers and screenshots.

• Follow Up: Don't let your initial complaint sit unanswered. A polite follow-up shows you are serious about the issue.