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		OFRB Quality Service Policy The Ontario Film Review Board (OFRB) is committed to providing high quality service to industry and to the public.  We aim to be timely, friendly, helpful and efficient in carrying out our mission. If you have any comments or concerns about our services, we encourage you to let us know and provide us with details at your earliest convenience.  The following process has been developed to ensure that complaints are responded to in a transparent, fair and timely manner. Types of complaints covered under this policy This policy applies to complaints from members of industry and the public regarding the quality of service received from the OFRB. Complaints covered by this policy include: complaints about customer services provided by the OFRB; complaints about accessibility to the public of OFRB offices, screenings or other events; and complaints about the quality or adequacy of information provided by the OFRB including communications services and products. Types of complaints not covered under this policy The Film Classification Act, 2005 (FCA) provides a process for the submitter of a film to appeal the classification or approval decision related to a film.  Similarly the FCA provides a process in which the Director appointed under the FCA can order a person who distributes or exhibits a film to submit the film for reconsideration of the classification or approval decision. Although dissatisfaction with the outcome of an initial classification or approval decision is not a type of complaint covered under this policy, comments concerning the decision can be forwarded to the OFRB.  Generally the OFRB will provide the complainant with information regarding the classification process, the classification and content advisories issued for the film as well as the detailed observations made by the screening panel. In addition the complainant is advised of the process to bring forward a reconsideration complaint to the Ministry.  This includes that the complainant should forward to the Registrar under the FCA: The date, time and location where the film was viewed; the details of the film and the scenes of that cause concern in as much detail as possible including specific scenes believed by the complainant to justify reconsideration, indicating exactly what the complainant observed during the exhibition; the classification the complainant believes should have been given, and why; any other information the complainant believes is relevant to the reconsideration determination. Important points about this policy Complaints under this policy may be received in any form (orally, email, letter). Where an oral complaint is made, we will write the complaint down and confirm with the complainant that we have the facts and the concerns recorded correctly before the complaint is handled. The OFRB will respond to all complaints in a timely manner and make every effort to resolve them as expeditiously as possible. It should be noted that this policy does not affect the right to raise concerns about services provided by the OFRB with the Ombudsman of Ontario. OFRB Commitments: Timeliness The OFRB will provide a full response to complaints within five (5) business days.  Where a response within the timeline is impracticable, the OFRB will acknowledge the complaint within five (5) working days and provide the complainant with an expected timeline for the full response. Confidentiality All complaints are kept confidential.  Any personal information you give us will only be used for the purposes of responding to your complaint and/or follow-up of the matter. Reporting Back The complainant will be advised of the findings of the complaint follow-up as soon as it is completed. Complaint Procedure How do I make a complaint about OFRB services? Complaints may be sent directly to the attention of the Chair, Ontario Film Review Board.      Inquiry, Comment or Complaint Form (.pdf)      Inquiry, Comment or Complaint Form (MS Word) What if my complaint is about the Chair? A complaint about the Chair of the Ontario Film Review Board should be made to the Minister of Consumer Services. If you have any questions regarding this policy and the complaint process, please contact:   Chair, Ontario Film Review Board 1075 Millwood Rd Toronto ON M4G 1X6 (416) 314-3626 Fax: (416) 314-3632 Toll-free: (800) 268-6024 E-mail: ofrb@mgs.gov.on.ca If you require general information please call the OFRB at (416) 314-3626 or (800) 268-6024.

Ontario Film Review Board, 1075 Millwood Road, Toronto, Ontario, M4G 1X6 Phone: (416) 314-3626   Fax: (416) 314-3632   Toll-free: 1-800-268-6024 © Queen's Printer for Ontario, 2007 Last Modified:  2009-06-26 This information is provided as a public service, but we cannot guarantee that the information is current or accurate.  Readers should verify the information before acting on it. Privacy