Guidance and official Ontario resources for both clients and caregivers. External links below are operated by third parties, not by Yolan Care.
If you or another person is in immediate danger, move to a safe location when possible and call 911. Reporting an incident to Yolan Care does not replace contacting emergency services or police.
Call 911Where to report depends on the caregiver's professional designation. External links open in a new tab and are operated by the listed organization, not by Yolan Care.
Registered Nurses and Registered Practical Nurses in Ontario are regulated by the College of Nurses of Ontario. Contact the CNO with concerns about a nurse's conduct, practice, confidentiality, boundaries, abuse, dishonesty or other possible professional misconduct.
College of Nurses of Ontario
View Official ResourceMake a Complaint About an Ontario Nurse
Ontario Personal Support Workers may voluntarily register with the Health and Supportive Care Providers Oversight Authority (HSCPOA). A complaint may be submitted to HSCPOA when the concern involves a PSW registered with the Authority.
Health and Supportive Care Providers Oversight Authority
View Official ResourceHSCPOA PSW Complaints Process
Before filing an HSCPOA complaint, confirm the PSW is registered with the Authority. If they are not registered, report the concern to Yolan Care, the caregiver's employer or agency (if applicable), and police or 911 if there is possible criminal conduct or immediate danger.
Health and Supportive Care Providers Oversight Authority
View Official ResourceFind a Registered Personal Support Worker
An Unregulated Care Provider (UCP) does not have a professional regulatory college in Ontario. A PSW who is not registered with HSCPOA may also fall outside HSCPOA's complaint process. Yolan Care is not a regulator, but may review reports and, where the available information supports it, restrict, temporarily suspend or permanently remove an account.
Report the concern to:
Get to safety first. Then report to Yolan Care and, where applicable, your employer, police, or regulatory body.
Caregivers should not be expected to remain where they reasonably believe they are in immediate danger. Reach a safe location and call 911 when necessary, then report the incident to Yolan Care and, where applicable, your employer, police, or regulatory body.
Government of Ontario
View Official ResourceWorkplace Violence Prevention in Hospitals, Long-Term Care and Home Care
Ontario's Occupational Health and Safety Act contains provisions on a worker's right to refuse work they believe is unsafe. How they apply may depend on your employment status, profession and workplace — review the official information and seek professional advice when needed.
Government of Ontario
View Official ResourceRight to Refuse or Stop Unsafe Work
An RN or RPN deciding to discontinue or decline care must consider professional responsibilities, risk of harm, continuity of care, communication and documentation. Review the CNO practice standard for the applicable professional expectations.
College of Nurses of Ontario
View Official ResourceDiscontinuing or Declining to Provide Care — Practice Standard
CNO guidance for nurses on accountabilities when refusing assignments or discontinuing care. A nurse in immediate danger should get to safety first, then take reasonable steps such as contacting emergency services and helping activate alternative assistance.
College of Nurses of Ontario
View Official ResourceAccountabilities When Refusing Assignments or Discontinuing Nursing Care
Yolan Care has zero tolerance for substantiated abuse, violence, threats, sexual misconduct, harassment, discrimination, intimidation, exploitation, fraud or other serious safety violations directed toward a caregiver.
You can report:
An unverified complaint does not automatically result in a permanent account removal. Where there appears to be a serious safety risk, Yolan Care may take immediate protective measures — including temporarily limiting or suspending the reported account while the concern is reviewed. After review, Yolan Care may issue a warning, restrict platform features, cancel upcoming bookings, temporarily suspend or permanently remove the account, preserve relevant platform records, and cooperate with police, regulators or other authorities when legally required.
Knowingly submitting a false, malicious or retaliatory report may itself violate Yolan Care's Community Standards.
Seniors Safety Line: 1-866-299-1011 — free, confidential, 24 hours a day, multiple languages.
Seniors experiencing abuse or neglect can contact the Seniors Safety Line for free, confidential support — available 24 hours a day in multiple languages. Call 1-866-299-1011.
Government of Ontario
View Official ResourceSeniors' Safety and Security
Learn how to recognize elder abuse and neglect and where to get help in Ontario.
Government of Ontario
View Official ResourceInformation About Elder Abuse
Ontario law requires concerns about suspected child abuse or neglect to be reported directly to a Children's Aid Society when the legal reporting threshold is met. Do not rely solely on reporting to Yolan Care.
Government of Ontario
View Official ResourceReport Child Abuse and Neglect
Find the Children's Aid Society responsible for the community where the child lives.
Government of Ontario
View Official ResourceFind an Ontario Children's Aid Society
Suspected abuse or neglect of an adult with a developmental disability may be reported through ReportON, available 24 hours a day.
Government of Ontario
View Official ResourceReport Abuse or Neglect of an Adult With a Developmental Disability
You can also open the reporting form directly from client profiles, caregiver profiles, booking pages, messaging conversations, and your dashboard.
Reporting categories include:
Immediate safety concern: Yolan Care does not provide emergency assistance. If someone is in immediate danger, call 911 now.
After you submit a report, Yolan Care will confirm receipt. We do not promise a particular outcome or investigation timeline. Depending on the nature of the report and the information available, Yolan Care may temporarily suspend an account while the concern is reviewed, and users found to have violated our Community Standards may be permanently removed from the platform.
Yolan Care has a zero-tolerance policy for abuse, violence, harassment, discrimination, fraud, exploitation, and other serious violations of our Community Standards. All safety reports are taken seriously and reviewed promptly. Depending on the nature of the report and the information available, Yolan Care may temporarily suspend an account while an investigation is conducted. Users found to have violated our policies may have their accounts permanently removed from the platform. Where appropriate, Yolan Care may also cooperate with law enforcement or other authorities.
Yolan Care is a technology platform that connects clients with independent caregivers. Yolan Care is not a professional regulatory body, law-enforcement agency, emergency service, healthcare employer or legal-advice service.
The information and external resources on this page are provided for general educational and safety purposes. Requirements may depend on the circumstances, the caregiver's professional designation, employment or independent-contractor status, and applicable Ontario law.
Reporting a matter to Yolan Care does not replace contacting 911, police, a Children's Aid Society, a professional regulator, an employer or another appropriate authority. Regulated professionals remain responsible for understanding and meeting their legal and professional obligations.
Ontario-specific information: These resources currently apply to Ontario. Yolan Care should update or replace them before expanding this section to other provinces or territories.