- Last Updated
- June 3, 2022
1. Introduction
The division’s complaints process is accessible, fair, timely and confidential. Everyone is encouraged to raise concerns as soon as they arise and all complaints are taken seriously. Outcomes are justified according to the facts.
2. Awareness
All participants, staff, and volunteers will be made aware of the complaints policy and procedure.
Participants are made aware of the complaints process during intake and reminded if concerns arise.
Staff are made aware of the complaints process during initial orientation and training and reminded if concerns arise.
Volunteers are made aware of the complaints process during orientation and reminded if concerns arise.
3. Monitoring
The record of complaints is monitored monthly to ensure trends are not occurring.
The Executive Director will conduct an annual review of all formal complaints which will include:
a) an analysis of causes and trends
b) actions that will be taken to avoid future complaints or grievances
c) the results of efforts to avoid complaints or grievances from the previous year, including any education or training that was completed
This annual review will be documented and be included as an appendix to the Annual Report of the organization.
4. Review
This policy will be reviewed at least annually and updated as needed.
