1. When a client (or client’s family member) wishes to complain about the society’s services or facilities, they will be provided with a copy of the Complaint Policy including the Complaint Form (at the end of this policy).
  2. Staff will advise the complainant to direct his/her complaint using the following steps:

Step 1:    Try to resolve the problem by speaking directly with the staff person involved, if possible.

Step 2:    If Step 1 is not successful, advise the complainant to put the complaint in writing using the Complaint Form and submit it to the Program Supervisor. The Program Supervisor will investigate the complaint and shall respond within 3 working days of the complaint being received.

Step 3:    If unresolved by Program Supervisor, advise complainant to submit written complaint to the Program Manager. The Program Manager will investigate the complaint and shall respond within 5 working days of the complaint being received.

Step 4:     If not satisfied with the resolution, the complainant may appeal the resolution in Step 3 by sending a request for appeal in writing to the society’s Executive Director who will investigate the matter and provide a written conclusion within 20 working days.

Step 5:     SCL-Residential is a licensed program. If a complainant is not comfortable bringing forward a complaint to the Program Manager/Executive Director or is not satisfied with the results of an internal response to a complaint they may contact Licensing Direct.
Licensing Direct contact information:

Phone: 1+877-980-5118
Email: Interior Health Licensing Direct
Fax: 1-250-868-7760

  1. Nelson CARES Society supports the right of all complainants to have he assistance of an advocate or support person of their choice present throughout the process.
  2. Where a complaint involves the actions of the Program Supervisor, the written complaint shall be referred directly to the Program Manager for investigation.
  3. Where a complaint involves the actions of the Program Manager, the written complaint shall be referred directly to the Executive Director for investigation.
  4. Where  a complaint involves the actions of the Executive Director, the written complaint shall be referred to the Board Chair, or in the absence of the Chair, the Vice Chair, for investigation.
  5. All complaints and their outcomes shall be documented in the client record and a copy of the complaint resolution will be placed in a confidential “Complaints” file maintained by the Executive Director. The “Complaints” file will be reviewed annually for performance improvement.