Client Complaint Policy

Right to Complain

Clients have the right to file complaints regarding services, care, programs, or privacy concerns at the Centre. Complaints can be made in person, by phone, or in writing.

Complaint Handling

  • The Manager is responsible for addressing complaints.
  • If unresolved, the issue will be escalated to the Executive Director (E.D.) and, if necessary, the Board of Directors.

Informal Resolutions

Whenever possible, informal resolution should be attempted between the staff member and the complainant before formal procedures are initiated.

Timely Resolution

Complaints should be resolved promptly to minimize stress for the client and staff.

Third-Party Complaints

Complaints made by individuals other than the directly affected client will be discouraged unless corroborated.

Acknowledgment and Response Time

  • Complaints will be acknowledged within 48 hours.
  • A formal response will be provided within 10 working days.

Phone or In-Person Complaints

  • Staff should encourage clients to address complaints directly with the relevant staff member or their Manager.
  • If unresolved, the complaint can be escalated to the E.D.
  • The staff member handling the complaint must document the issue.
  • If the E.D. cannot resolve the matter, the President of the Board of Directors may be involved.
  • The E.D. will ensure the complainant is contacted with the outcome after a thorough review.

Written Complaints

  • Written complaints will be forwarded to the relevant staff member, who must respond to their Manager within 5 working days.
  • The Manager will inform the complainant of the response.
  • If unresolved, the E.D. will handle the complaint, following the procedure for phone or in-person complaints.

Complaints Involving the Executive Director

  • Complaints about the E.D. will be handled by the Board of Directors through its Executive Committee.
  • The President of the Board may involve the Executive Committee for review.
  • The Board will provide a written response to the complainant in a reasonable timeframe.

Reporting to the Board of Directors

  • Serious complaints posing a risk to the organization will be reported immediately to the President of the Board.
  • An annual report summarizing complaints and outcomes will be submitted to the Board.