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We are committed to ensuring a clear, fair and timely process for addressing all concerns or complaints, and are always thrilled to receive compliments.  Please see the plain language Compliment, Insights and Solutions form attached to the right.

All concerns or complaints are taken very seriously and every reasonable effort will be made to resolve the issue. A formal complaints is a written or documented expression of dissatisfaction about a specific service, action or behaviour. Such complaints will be recorded, investigated and resolved in accordance to DCSCL policies. Informal complaints are raised verbally or through informal communication which may not be documented, but will be acknowledged and addressed where possible.

Process:

1. Speak to the person you have a concern or complaint about, if you are comfortable to do so. If you are unable to resolve the issue, proceed to Step 2.

2. Submit concern or complaint, either verbally or in writing to the Program Coordinator of program concerned. If you are unaware of who that is, call the Administration Office to report your concern and they will direct you appropriately. If you continue to feel your issue is unresolved after speaking with the appropriate Program Coordinator, please proceed to Step 3.

3. Your concern or complaint will be forwarded to the appropriate Program Director. They will reveiw the process and provide a written decision within five business days. Any issues remaining unresolved after this point, will proceed to Step 4.

4. The Executive Director will be contacted to review the complaint and determine the best appropriate course of action.

External Review:

If you remain dissatisfied after the Executive Director's review, the following external bodies can be contacted for an independent review:

• CLBC
• Inclusion BC
• Assisting Living Registrar
• Local Licensing Officer
• Ombudsman
• The Information and Privacy Commission
• BC Housing
• Peace River Regional District
• BC Residential Tenancy Act
• BC Seniors Advocate

You will be notified in writing about the resolution , actions taken, and the outcome of the complaint at each level of the formal review process.

There will be no retaliation for making a complaint.