ONPHA Feedback Policy


The Ontario Non-Profit Housing Association (hereinafter referred as the "Association") is committed to eliminating barriers and improving accessibility for people with disabilities.

The purpose of this policy is to ensure that users of Association services have the opportunity to provide feedback, comments, and complaints about those services. Feedback from Association members, their tenants/residents and members of the public is welcome.


It is the Association's goal to meet and surpass expectations of all individuals who use our services. Feedback and comments on how well the Association's services are meeting expectations are welcome and appreciated.  

Procedures & Practices

Feedback about the Association's delivery of goods and services to persons with disabilities may be given by telephone, in person, in writing, or in electronic format.

Notice of Feedback Process

Information about the feedback process will be available on the Association website and/or at other appropriate locations.

The following notice shall be referenced on all of the Association's publicly available documents, website, and videos as they are developed or revised:

'This material/publication is available in an alternate format upon request'

At public events, attendees will be informed that:

'ONPHA is committed to continuous improvement in its services.  Anyone with any feedback regarding ONPHA's services may contact our Membership Administrator in writing, by phone, or by email. Materials/publications are available in an alternate format upon request'

Response to Feedback

Feedback received will be documented, responded to and tracked. All feedback will be acknowledged by the Association within five business days.

Dated: August 2011