Purpose: To provide a family member/guardian with appropriate communication channels to utilize should she/he have an issue of concern with any aspect of the agency’s services.
Procedure: It continues to be the desire of the Board and the staff of the agency to provide supports and services in which all families/guardians can be pleased. It is important that should you become dissatisfied; issues should be brought forward as soon as possible, so that they are addressed and resolved. The following are the appropriate communication channels you may use to resolve an issue:
- Initially the Counsellor and Supervisor of the program should be contacted. Most situations are resolved to everyone’s satisfaction at this level. This can be done either by way of a phone call or meeting.
- Directors should be contacted at the Administration Office (567-9331) if the issue is not resolved by the complainant and Supervisor. At that time, both parties will be brought together and we will attempt to find a solution. No more than ten (10) working days after your meeting with the Director’s you can expect:
a) A letter setting out any agreement you and the Director have reached as a result of your meeting;
b) if no solution was reached, a letter setting out the Director’s decision regarding your complaint. If a solution is still not apparent, the family member may proceed to the next step.
- Contact the Executive Director (567-9331). It is the Executive Director’s job to find out from the Director the steps that have been taken to solve your complaint. The goal of your meeting will be to look for a solution to your problem.
Within ten (10) working days, you can expect to receive a reply from the Executive Director:
a) A letter setting out any agreement you and the Executive Director have reached as a result of your meeting;
b) if no solution was reached, a letter setting out the Executive Director’s decision regarding your complaint;
c) if clarification is required, contact the Executive Director as soon as possible.
- If a mutual agreement cannot be reached then the matter will go before the Board of Directors. They deal with any issues that cannot be resolved elsewhere.Contact the President of the Board, a contact name and phone number is available through the Administration Office (705-567-9331). This person will arrange a meeting for you with the Executive Committee. The Executive Director will provide a summary of your case to the Board. You will receive a copy of the same. The Board will listen to your complaint and consider the previously attempted solutions and other possible alternatives.Within 30 days after your meeting with the Board:
a) If you and the Board have found a solution, you will receive a letter from the Board setting out that solution;
b) If you and the Board did not find a solution a final decision from the Board as well as a notice of the right to further appeal; (such as to the courts, or other structured institution) to resolve the complaint.
The Board of Directors will provide a name, address and phone number of the government official with whom the complaint may be pursued.