Complaints Procedure: How to Make a Complaint, for Service Users, Staff & Community Members

Revised January 2018

Relevant Legislation

Not applicable

 

Intent

The intent of the policy is to set out and clarify the process to make a complaint for service users, staff, community members and other stakeholders.

For a complaint of Workplace or Sexual Harassment or a complaint of Human Rights violation, please refer to the policies written to address these specific concerns and the relevant procedures set out in those policies.

Definitions:

Not applicable

Policy

LOFT Community Services is committed to providing a safe and welcoming environment for employees, service users and other stakeholders.  LOFT encourages complaints to be brought forward where there is a concern or dissatisfaction regarding the provision of services, waste, fraud, theft, abuse of resources, ethics violations or other specific wrong doing.

Bad faith or vexatious complaints will not be tolerated under this policy.

LOFT ensures all complaints are reviewed according this policy.  Appropriate corrective action will be taken to address a complaint where necessary and appropriate.

Complaints resolution process

Service users, staff and other stakeholders are encouraged to first approach the person whom the complaint is about, in an attempt to informally resolve the complaint.

If the situation cannot be resolved by speaking to the person the complaint is about, the following sets out the procedure to be followed in filing a formal complaint.

  1.  Tell a staff person or your supervisor about the concern and ask who can help resolve it.
  2. If the staff person / supervisor is unable to resolve the concerns, please submit a complaint in writing to the Director of the program or speak to them and tell them you wish to make a formal complaint.  The Director of the Program will then be responsible for responding to the complaint.
  3. If  the Program Director is unable to resolve the concerns,  it is possible to refer the complaint to the Director of Services for the program in either youth, adults or seniors. The name and phone number for this person can be obtained from the Program Director.
  4. If the complaint is not resolved with the Director of Services, it may be referred  further to the Director of Operations by providing them with the formal written complaint.
  5. If the complaint is not resolved with the Director of Operations, it can be forwarded to the CEO for final review, to determine whether any further action is warranted.

Content of Formal complaint:

A formal complaint must  be made in writing, including details of:

  • What happened – a description of the events or situation
  • When it happened – dates and times of the events or incidents
  • Where it happened
  • Who saw it happen – the names of any witnesses, if any.

The person receiving the complaint will notify the person(s) complained against (“the respondent(s)”) of the complaint and provide the respondent(s) with a copy of the written complaint.

No Reprisal

Anyone filing a complaint under this policy in good faith will not be subject to reprisal for having filed the complaint.  However, any complaints which are deemed vexatious, made in bad faith or for an improper purpose will not be tolerated.

Analysis and Follow Through

It is expected that complaints are reviewed, analyzed and a follow up carried out by the relevant member of the management team.  This follow through should be documented.