The complaint resolution process identifies the levels of review and the time frames for when a formal complaint is lodged. This complaint resolution process is applicable to clients, guardians/caregivers and community members. Dependent on the individuals involved and the nature of the complaint the complaint resolution process maybe initiated at various stages of the process.
Step 1: The client/guardian is to talk to a staff member from the program. This counsellor will assist the client/guardian in completing the Complaint Form. If the client/guardian is not comfortable talking with his/her counsellor, they may go onto Step 2.
Step 2: The client/guardian is to talk to the Program Supervisor, who can assist the client/guardian in completing the Complaint Form (if not already completed in Step 1). The Program Supervisor will set up a time to review and discuss the complaint within seven (7) working days of receiving the complaint. If resolution is not reached or is deemed unsatisfactory by client/guardian, then they are directed to Step 3.
Step 3: The client/guardian is to talk to the Programs Manager. The Programs Manager will set up a time to review and discuss the complaint within seven (7) working days of receiving the complaint. If resolution is not reached or is deemed unsatisfactory by client/guardian, then they are directed to Step 4.
Step 4: The client/guardian is to speak with the Executive Director. The complaint should be in writing, as per above steps. The Executive Director will respond to the complaint within seven (7) working days of receiving the complaint. If resolution is not reached or is deemed unsatisfactory by client/guardian, then they are directed to Step 5.
Step 5: As a final step, the client/guardian may address the Board of Directors. This step must be taken in writing, as above. The Board will address the issue at their next meeting and send the client/guardian their decision in writing within seven (7) working days of that meeting.