Complaint Procedure for Clients

As a client of YSB, you have access to a complaint process if you have a concern about any aspect of our services, including provision of French Language Services and accessibility. Your complaint can be made verbally, in person or in writing. If you would like to make a complaint, you can submit it using the form below or send one in the mail to YSB Head Office, 2675 Queensview Drive, Ottawa, ON, K2B 8K2. Click here or on the image below to download the form.


The first step in addressing a complaint would be to talk about it with one of our staff, this includes Coordinators and Directors. If you are still unsatisfied, you can direct your complaint to the Associate Executive Director or the Executive Director at 613-729-1000.

If you have spoken with our Executive Director and are not satisfied, you can call the Advocacy office at 1-800-263-2841 (no charge) or call collect at (416) 325-5669.

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Milo's Story

Every year when I was little, I’d think “this will be the year that everything will be okay”. And every year, I’d be crushed. By the time I was 18 I couldn’t take my dad’s drinking or my mom’s crying anymore, so I packed a knapsack with the warmest clothes I had and I left. It was freezing cold, and I was alone…but I was free.

The next few months were rough and at times very scary. I spent nights in parks, doorways and even under bridges all with just an old sleeping bag a friend had given me. One night it was so cold that I walked until the sun came up, afraid that I would freeze to death if I slept.

It took me awhile to get over the embarrassment to start asking people for money. But, it was swallow my pride or stay cold and hungry. After two weeks of doing this I learned about YSB. I didn’t know it then but, in that moment, my life changed for the better. I got connected to YSB’s Young Men’s Emergency Shelter and my first night in the shelter I slept 11 hours. I felt so safe and secure. I remember that moment clearly and I felt so hopeful I now have my own apartment in one of YSB’s long-term housing buildings, am attending college to become a graphic designer, and am working part-time to support myself.

“For the first time I can remember, I’m really excited about my future. Growing up I just thought about getting by one day at a time.” I hope my story conveys just how life changing it was for me to be able to access YSB’s shelter during a really difficult time in my life. The team at YSB supported me every step of the way, and I’m grateful they were by my side. I hope you’ll consider taking the opportunity to transform the life of another young person like me today.


*While Milo’s story is real his name has been changed to protect his privacy