Contact continuing care

Overview

You can contact the Continuing Care Licensing Office if you have concerns about continuing care accommodations or services you or someone else is receiving.

Information you will need

When you contact us, have the following information available:

• name and address of the accommodation or home and community care provider
• name of the municipality where the accommodation or home and community care provider is located
• name of the organization operating the accommodation, or home and community care provider if known
• name of the accommodation or home and community care manager and their phone number, if known
• a brief summary of your concern or complaint and when it occurred
• name(s) and title(s) of people you have spoken to about your concern or complaint, for example, the manager, senior manager or board member, and their involvement in trying to resolve your concern or complaint
• name of other collateral authorities you have contacted

Report abuse

If your concerns may involve abuse, contact Protection for Persons in Care.

Make a complaint

The Continuing Care Licensing Office has the authority to investigate complaints if you have concerns about continuing care accommodations or services you or someone else is receiving.

To make a complaint, you must do the following steps:

1. You must first contact the manager or provider who oversees the service delivery for the supportive living accommodation, continuing care home or publicly-funded home and community care.
2. If the problem is not resolved, bring your questions, concerns or recommendations to the resident and family council at the supportive living accommodation or continuing care home if there is one.
3. If the problem still is not resolved, you can contact us about:
   • requirements in the Continuing Care Act, regulations and/or accommodation or health standards not being followed
   • unlicensed supportive living settings providing accommodation and support services for 4 or more adults

To contact us, see the Contact – Make a complaint section below.

When you contact us

When you contact us, the intake officer will collect any additional details needed to follow up on the concern. If a complaint does not fall under our jurisdiction, a referral may be made to another body to assist. We then determine next steps, which may include an investigation. We will follow up with a letter to inform you of the outcome.

If you feel your concerns about publicly funded health care services are not addressed to your satisfaction, Alberta Health will review your complaint.

If you are unsatisfied with the decision made regarding a complaint, contact the Continuing Care Licensing Office.

Contact

General questions

If you have a general question about continuing care or another government program or service, submit your question or message by phone or online on the contact government general inquiries page.

Questions about standards or licensing

Connect with the Continuing Care Licensing Office for general questions about accommodation standards, continuing care health services standards or licensing:

Hours: 8:15 am to 4:30 pm (open Monday to Friday, closed statutory holidays)
Phone: 780-644-8428
Toll free: 310-0000 before the phone number (in Alberta)
Fax: 780-644-8729
Email: [email protected]

Address:
Alberta Health
Attn: Licensing and Compliance Monitoring Branch
PO Box 1360, Station Main
Edmonton, Alberta T5J 2N3

Make a complaint

If you have gone through the complaint process mentioned above and your issue is still not resolved, you can contact an intake officer:

Toll free: 1-888-357-9339, option 3
Fax: 780-644-8729

Hours: 8:15 am to 4:30 pm (open Monday to Friday, closed statutory holidays). You can leave a voice mail message outside of these hours.

Email: [email protected]

Address:
Alberta Health
Attn: Continuing Care Licensing Office
PO Box 1360, Station Main
Edmonton, Alberta  T5J 2N3

Related

• Continuing Care Inspection, Audit and Visit Results