Service User & Community Complaint Process

POLICY: The Company is committed to listening to service user and community member complaints and responding in a fair, timely, and respectful manner. All complaints will be given due consideration without reprisal or discrimination. Language support for non-English-speaking service users or community members will be provided. The Company actively informs service users and community members of their right to register complaints (verbal or written) and seek resolution. This information is accessible and publicized in the Company's Client Rights and Responsibilities Statement. Service users or community members who speak languages other than those covered by the latter documents or who have reading difficulties are encouraged to have this policy explained to them by a staff member or counselor at the beginning of service. The Company will assist persons with disabilities to register their complaints and seek resolution.

All aspects of a complaint will be handled in confidence. However, if the complaint involves allegations of illegal or unethical behavior, information may need to be shared with external authorities. The maintenance of complaint files is the responsibility of department managers. Complaints deemed a risk to the organization are brought forward to the board of directors by the direct care staff. Complaints related to the violation of board governance policies are reviewed by the board. Directors will provide information about complaints to the staff so that a summary report can be created and submitted to the board annually. Clients with questions, comments, or complaints about Company privacy policies and procedures or about the collection, use, or disclosure of their personal information will be directed to the Privacy Officer.

PROCEDURES:

Receiving a Complaint:

1. If the person providing service receives the complaint, the service user or community member should be offered the earliest opportunity to discuss their concerns.
2. If the complaint is received by any staff member other than the person providing service, the service user or community member should be directed to the person providing service with an explanation of Company policy. If the complainant is reluctant to speak directly to the person providing service, they should be referred to that person's immediate supervisor. The person providing service should be alerted to the existence of the complaint.
3. In hearing a complaint, the person providing service may decide to involve or consult their supervisor at any stage. This option should be taken if the service user brings a friend or advisor.
4. If the complaint is handled to the mutual satisfaction of the complainant and the person providing service, the complaint and resolution are documented on the Complaint Form, and a copy is forwarded to the supervisor of the person providing service and the board of directors.

Discussion with a Manager:

1. If the person providing service is unable to resolve a complaint, the complainant is offered the opportunity to speak with the supervisor.
2. The preferred method is to have the supervisor call the service user or community member. This affords the staff person the opportunity to discuss the matter with the supervisor prior to any further action or outreach to the complainant.
3. The supervisor calls the service user or community member as soon as possible after consulting with the person who provided the service.
4. If a service user or community member calls a supervisor to complain about the person providing the service or about the service provided, the supervisor should hear the complaint but offer no action without discussing the matter with the staff person involved.
5. From the point a supervisor takes a call from a service user or community member or calls a complainant about a complaint, a meeting between the supervisor and complainant should be offered within five working days.
6. The staff person(s) and supervisor should jointly plan the response to the service user's or community member's complaint. Whenever possible, the plan should support the integrity of the service user/community member/staff relationship, and unless clearly contraindicated, the staff person will be present at any meeting between the supervisor and complainant.
7. The role of the supervisor is to resolve the matter to the satisfaction of the service user or community member and staff person(s) or, failing this, to inform the complainant of their right to seek resolution through a meeting with the director.
8. A letter must be sent to the service user or community member within two weeks of the meeting. The Director of Programs and Services is informed of the complaint and the resolution or lack of resolution.

Meeting the Department Director:

1. If the service user or community member is not satisfied with the response from the supervisor, the initiative for carrying the complaint to the Directors rests with the complainant.
2. The service user or community member should be informed of the name and phone number of the directors if they wish to pursue the complaint. The directors are alerted immediately if a call is anticipated, and a copy of the completed Complaint Form is provided.
3. If requested, the Directors will meet with the service user or community member within two weeks of receiving the request.
4. Prior to this, the Directors will contact the supervisor and the staff person and seek any necessary consultation. Whenever possible, the Directors will attempt to involve the staff and supervisor in the planning process and may invite one or both to the meeting.
5. The Directors will attempt to resolve the problem with the service user or community member. Whatever the outcome, the Directors will inform the complainant by mail not more than two weeks after the meeting.

Documentation:

1. All complaints received from a service user or community member are initially documented by the staff person who received the complaint using the Complaint Form. A copy of the complaint is forwarded to the staff person's supervisor.
2. The complaint file (includes all documentation, correspondence, resolution, and follow-up) is maintained separately from the service user's client record or the community member's file in the appropriate director's office.
3. A record of the complaint will be made available to the complainant on request, except in the case where the confidentiality of another service user or community member may be breached. These records will be retained for the same period as the client or community member record (currently this period is 10 years).