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Below see the Policy and Procedure for Making a Complaint (or telling us what we have done well).


To make a complaint you can call a staff, supervisor or program manager or use the Complaint/Satisfaction Form by clicking on the link below.

Complaint/Satisfaction Form (pdf)

Complaint/Satisfaction Form Fillable (pdf)

If you choose to use the complaint/satisfaction form you can drop it off, mail or fax it to the Administration Offices, Attention Executive Director

Address #200 3219 Eby Street

Terrace, BC V8G 3K2

Fax: 250 635 6319

Email: marilynlissimore@tdcss.ca

Policy

TDCSS has a responsibility to respond promptly and effectively to any complaint made by persons served, their family member, member of the community. The complaints policy sets forth conditions that will be upheld, and outlines a procedure for dealing with complaints.

Conditions

• Individuals and families have a right to fair and equitable service;

• The complaints process is an integral component of overall quality assurance. From a professional and ethical point of view, the Society accepts and recognizes the need for and the benefit of accountability to our clients, families and to the general public;

• The complaints process must be accessible to all persons. The following criteria will be considered:

• The use of plain language when it will help the person served communicate more effectively;
• Forms used in the complaints process are to be in a simple, straightforward format;
• By request, a person who has a disability or is from any ethnic or racial minority can rely on the services of an interpreter/translator at any stage throughout the complaints process;
• Any meetings or hearings forming part of the complaints process shall be held in a place that is accessible to those who are mobility restricted

• Complainants have the right to be accompanied at all stages in the complaints process by an advocate or support person;

• Complainants have a right to complain as recipients of services. They should not fear reprisals as a result of initiating a complaint;

• Staff and persons served will be encouraged and will have the opportunity to respond to complaints and/or correct the issue at hand locally before proceeding to a further stage in the complaints process. This does not apply in situations involving criminal acts or suspected client abuse, which the employee has an obligation to report immediately to the Supervisor;

• The period of time from the initial complaint to a formal response to the complainant shall not exceed two weeks.


Complaints Procedure

• Persons served will be informed of our procedures regarding complaints about agency programs or services;

• Complaints from persons served, families or members of the community regarding the actions or decisions of any TDCSS employee, service or program shall be reported to the Program Manager who shall document the complaint in writing and submit it to the Executive Director within 48 hours of the complaint being made;

• The Program Manager shall be responsible for maintaining a record of all complaints made by clients, families or members of the community, and for ensuring appropriate resolution of all complaints. The Program Manager shall inform the appropriate authority about any complaints made regarding TDCSS’s services as appropriate;

• Wherever possible, complaints should be dealt with at the source, following the steps outlined in TDCSS’s “conflict resolution” procedure. If the complaint cannot be dealt with to satisfaction at the source, then the Executive Director shall designate a third party who will have responsibility for hearing, reviewing and resolving the complaint. The designated third party should not have a direct line of responsibility over the area, person or subject of the complaint;

• If the complaint is still not resolved to satisfaction, then the Executive Director shall direct the complainant to an appropriate outside source, such as the Ministry of Children and Family Development, Community Living B.C., the Northern Health Authority, or Ministry of Solicitor General and Public Safety;

• On an annual basis, the Executive Director will review all formal complaints to determine trends, areas needing performance improvement, and actions to be taken, if applicable
Conflicts are a natural consequence of human interaction and decision-making. It is the process for resolving conflicts that determines whether conflicts lead to confrontations and arguments or to peaceful resolution. We should all expect to run into difficulties and all of us are at some stage in learning about how to resolve our problems. Our abilities to assert ourselves, communicate effectively and listen to criticism will differ for each of us - which can create another layer of conflict.

Any effective conflict resolution process is one based on principles of administrative fairness.
These principles include:

• the right to be heard;
• the right to participate in decisions that affect you;
• the right to an impartial decision based on relevant information;
• the right to receive clear, complete and appropriate reasons for a decision;
• the right to an impartial review of a decision you believe to be unreasonable or unfair;
• the right to a conflict resolution procedure which is accessible, flexible, timely and easy to use;
• the right to obtain all relevant information that has led to the decision being disputed;
• the right to a conflict resolution procedure which begins closest to where the conflict originated, with those most affected involved in the decision-making process;
• the right to a conflict resolution procedure which has a built-in mechanism to protect against retribution.