If you have a concern about the care, you or a loved one are receiving in a nursing home or adult residential facility (commonly referred to as special care home which includes (memory care homes, generalist care homes, or community residences) you have the right to speak up. This page explains how to raise a concern and get help. The Government of New Brunswick is working to make the process faster and clearer, so seniors continue to receive safe, high-quality care.
Steps to take if you have a concern
Looking for a quick reference?Download the Resolving a concern about a nursing home or adult residential facility infographic. |
1. Talk to facility staff: Start by sharing your concerns with a charge nurse, care team member, or team lead. Many concerns can often be resolved this way. If you do not feel your concern is addressed, you can escalate it to a supervisor or facility leadership.
2. Connect with Social Development: If the issue isn’t resolved after speaking with facility staff, or if you need additional guidance, reach out to Social Development for support.
- If you live in an adult residential facility (commonly referred to as special care home which includes memory care homes, generalist care homes, or community residences), contact your social worker. If you do not remember who your social worker is, you can contact your local Social Development office for assistance.
- If you live in a nursing home, call 1-833-733-7835 Monday to Friday, 8:15 a.m. to 4:30 p.m.
3. Get help from the NB advocate: If your issue remains unresolved or you need independent support, reach out to the NB advocate.
- Call 1-833-453-8653 or email advocate-defenseur@gnb.ca.
- Website: www.defenseur-nb-advocate.ca
Information you’ll be asked to include when submitting a complaint
To help us respond quickly and thoroughly, we’ll ask you to share the following information (if applicable):
- The name of the nursing home or adult residential facility
- The address (including town or city)
- A description of what happened (is it ongoing or a one-time event?)
- The date, time, and location of the incident
- Who was involved
- What you would like the home to do to resolve your concern
- Any steps you’ve already taken to try and resolve the issue
Frequently Asked Questions (FAQ)
Q: What happens after you submit a complaint
A: Once you contact the Government of New Brunswick:
- The Department of Social Development will check to ensure the home is following provincial requirements.
- The home may be inspected if needed and as applicable.
- You can expect:
- Your feedback will be listened to with privacy and respect.
- We will gather information and help with the follow up.
- You will receive a response, if applicable
- If the issue isn’t resolved, we’ll let you know what other options are available.
Q: Who can make a complaint?
A: Anyone receiving care in a nursing home or adult residential facility (commonly referred to as special care home which includes memory care homes, generalist care homes, or community residences), licenced/approved by the Department of Social Development, or someone acting on their behalf (like a family member or caregiver).
- List of licenced nursing homes
- List of licenced special care homes/community residences
- List of licenced memory care homes/generalist care homes
Q: What kinds of concerns can I report?
A: Any issue related to care, safety, dignity, or services in a nursing home or adult residential facility (commonly referred to as special care home) that is licenced/approved by the Department of Social Development.
Q: Do I have to speak to the staff first?
A: It’s encouraged, but if you’re not comfortable or unsure how, support is available through Social Development or the NB Advocate for Seniors.
Q: What happens after I submit a complaint?
A: Social Development will review your concern, inspect the home if needed, and provide a response, if appropriate. If the issue isn’t resolved, further options will be shared.
Q: Will my complaint be kept private?
A: Yes. Your privacy will be respected throughout the process.
Q: Will I be penalized for making a complaint?
A: According to the standards, nursing homes and adult residential facilities (commonly referred to as special care homes) must create a safe and welcoming environment where residents, staff, family members, advocates, and visitors can share concerns, raise issues, and make suggestions (either verbally or in writing) without fear of negative consequences.
Learn about the standards of care for long-term care homes and adult residential facilities:
Q: What if I’m not satisfied with the response?
A: You can contact the NB Advocate for Seniors for independent support and guidance.
