Complaining is futile? Feasibility of using complaints in the regulation of social care

Abstract

These are supplementary materials for Lai, P. (2025). "10: Complaining is futile? Feasibility of using complaints in the regulation of social care". In Social Policy Review 37. Bristol, UK: Policy Press. Retrieved Jul 27, 2026, from https://doi.org/10.51952/9781447377245.ch010, published under a Creative Commons CC-BY-NC-ND licence.

Chapter abstract:

This chapter reports results from a study about the role of residents and their families and friends in monitoring compliance with regulatory standards in long-term care (LTC) homes (also called nursing homes or aged care) in Ontario, Canada. By spotlighting the context, processes and structures in which users decide whether to express dissatisfaction and grievances, this chapter explains why families of residents may not complain about a potentially serious wrongdoing, even if there is a mandatory requirement to report to the regulator. An anonymous online survey was conducted in 2023, supplemented by highlights from the 2023 inspection reports on LTC homes. This research shows reliance on the use of complaint data to trigger inspections is an ineffective means to promote regulatory compliance within LTC homes.