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Have a Complaint? (Click Here)

Complaint Resolution Process

Introduction

NIL/TU,O Child and Family Services Society has a responsibility to ensure that there is an equitable and accessible complaints process.  This process will outline what you can do if;

• You disagree with a social worker’s decision
• You are having difficulty gaining information, being heard, or included in decisions that affect you.
• You have concerns regarding planning for a child or family.
• And what you can do to initiate Step 1 or Step 2 review of your concerns in accordance with the principles of administrative fairness. 

Principles Guiding the Complaint Resolution Process

1. Entitlement – those receiving services are entitled to bring their concerns to the attention of the Agency and to be supported in working towards resolution of their concerns.
2. Administrative fairness – clients can expect to be treated in a fair, honest, open and accountable manner.  We refer to these principles of administrative fairness.  Staff can expect to be treated in the same way within the complaint resolution process.
3. Local resolution preferred – we believe that in most cases, local resolution to concerns provides the quickest and most effective remedy.  We support and encourage our staff to resolve concerns at the local level.  We also believe that clients should have an opportunity to first attempt to resolve their concerns at the level at which they occurred. 
4. Learning organization – We believe that it is important to learn from our practice in order to improve service quality.  It challenges the organization to be open and transparent in all its dealings with the public and calls upon the public to be open to equitable resolution. 

Who can make a complaint using the complaints process?

Complaints can be made by people affected by an agency decision or action, or by someone who represents that person.

The person who actually makes the complaint is known as the complainant.  If a complainant is someone other than the client, information that would not be given to them in an application for information under privacy legislation will not be shared without the permission of the complainant. 

The Complaints Process

                                                    Step 1                                                   

• Complainant speaks with the social worker in an effort to resolve the issue.

                                                    Step 2                                                   

• If the Complainant is not satisfied with the outcome of the meeting with the social worker, they contact NIL/TU,O Child and Family Services Executive Director and meet with Director to resolve the issue.
• The Executive Director reviews the complaint and establishes a review plan.

• The Executive Director conducts the review process.  The review would involve interview with the complainant, a client file review and an interview of the involved staff.

                                                    Step 3                                                   

• Upon completion of the review, the Executive Director meets with the complainant to share the review findings and recommendations.
• The complainant is provided the recommendations in writing.
• The Review will be completed within 30 working days.

                                                    Step 4                                                   

• If the person is not satisfied with the recommendations, the Executive Director and the complainant schedule a mediation or resolution process in an effort to obtain resolution.

                                               Step 4 cont.                                              

• The mediation or resolution process will produce a review and written recommendations in consultation with Executive Director, complainant and other appropriate parties.
• The Executive Director will meet with the complainant to review the recommendations.

Authority-this process has the authority to review and make recommendations re the administrative conduct of the case.  It does not have delegated authority to over ride the decisions of the Director of Child Protection.

It is not necessary to submit your concerns in writing.  You may contact he agency by phone, letter, fax, or email.  If you have written material that you think would assist with your explanation you may fax or mail it as indicated below. 

Telephone:           250 544-1400

Toll free:               1-888-744-1422

Mail:                      1 – 2475 Mt. Newton X Road

                              Saanichton, BC   V8M 2B7

Email:                   Administrator

Principles of Administrative Fairness

·        Our commitment to fairness includes rights to:

·        Be treated with dignity and respect.

·        Adequate communication

·        Be heard by those that make the decision

·        Respond to information about oneself

·        Inclusion in planning

·        Advocacy and to have an advocate present

·        Notice of outcome

·        Decisions being made in a timely manner.

·        Understand the roles of individuals involved in their situation.

·        A reasonable expectation of consistency.

·        Adherence to legislation and policy.

·        Access to an appeal process.