PURPOSE: To ensure that the right to formally lay complaints and appeals are clearly communicated to clients and community members. This policy does not address responses to critical incidents. POLICY: Nelson CARES Society is committed to maintaining good relationships with its clients, neighbours and the community. Every complaint will be received and dealt with respectfully and responded [...]
Complaints do not necessarily signal crisis The society’s approach to complaints is tempered by a belief that complaints are a natural outcome of providing services. Complaints offer an opportunity for change and improvement. Wherever possible, complaints should be resolved by the affected parties Parties affected by a complaint should, whenever possible, participate in addressing and [...]
Nelson CARES Society encourages community members who have concerns/complaints about the society’s services or delivery of services to contact the appropriate Program Supervisor/Coordinator either in person or via telephone to discuss their concerns/complaints. All concerns/complaints will be heard and responded to in a timely manner. Resolution of verbal complaints will be recorded and submitted to [...]
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). Staff will advise the complainant to direct his/her complaint using the following steps: Step 1: Try to resolve the problem by [...]