Your feedback is important to us.

Nelson CARES Society is committed to maintaining good relationships with persons served, neighbours, and the community. We accept feedback, concerns, and complaints through informal and formal processes and respond with consistency and fairness. Each formal complaint will be received, investigated, and responded to in a timely manner. Complaints will not result in retaliation or barriers to services.

Definitions

Complaint: an expression of dissatisfaction or concern with an aspect of our programs or services. It can include concerns about our staff’s conduct, quality of service, delay in providing a response, or the reasonableness of a decision made or action taken by a staff member.

 Informal complaint or feedback: Persons served and other individuals may express dissatisfaction or feedback at any time and staff will listen openly to their concerns. Staff will try to resolve the concern by following policies and procedures, with support from the Program Manager or Director as needed.

Formal complaint: When an individual’s complaint cannot be resolved informally, they are invited to put their complaint in writing. Formal complaints involve an internal investigation and results of the process are shared with the complainant in writing.

Complaints Resolution Process

Step 1: Put your complaint in writing

If your complaint has not been resolved by talking to staff, please fill out our complaint form and give it to the Program Manager or Director. Complaints about the Executive Director should be given to the Board of Directors. A paper copy is available at any site and an online form can be found here.

If you are not able to write down your complaint, a staff member will document it or support you to find an advocate to put it in writing.

Step 2: Investigation

The Program Manager/Director, Executive Director, or Board of Directors will investigate the complaint. This may involve gathering more information about the complaint and referencing applicable policies and procedures.

Step 3: Response and notification

The Program Manager/Director, Executive Director, or Board of Directors will confirm that your complaint has been received within 2 days.

You will receive a written response to your complaint within 30 days. The response will include the result of the investigation and the actions taken to resolve your complaint.

Step 4: Appeal

If you are not satisfied with the resolution of your complaint, you can appeal the resolution by sending a request to the Executive Director who will provide a response to your appeal within 20 working days.

Frequently Asked Questions

Will there be any consequences or retaliation if I make a complaint?

No. We will not restrict access to services or treat you differently if you file a complaint.

If my complaint involves a Program Manager/Director or the Executive Director, who will take my complaint?

If your complaint involves the Program Manager or Director, please direct your complaint to the Executive Director. If you complaint involves the Executive Director, please direct your complaint to the Board of Directors.

Can I complain outside of your organization?

If your complaint involves allegations of discrimination protected by the BC Human Rights Code, you may make a complaint with the BC Human Rights Tribunal.

For Services for Community Living, you may make a complaint to Interior Health Licensing (1-877-980-5118).

For Services for Community Living and Custom Fit Inclusion and Employment Services, you may make a complaint to Community Living BC (1-855-664-7972).