Complaints and Concerns
Complaint Process
We care about your experience and want to resolve concerns respectfully and quickly. Here’s how we handle complaints:
Informal Resolution
If it’s safe and appropriate, we encourage you to speak directly with the person involved. If you’re uncomfortable doing so, or worried about how it might go, please reach out to the Program Coordinator for help. If the issue can’t be resolved this way, the Director of Operations or Executive Director will step in to help find a solution.
Operations Complaints
The Executive Director makes the final decision regarding complaints related to day-to-day operations, including services, staff, volunteers, contractors, program delivery and accessibility.
How to Submit: Contact the Program Coordinator by phone or email.
If there is no Coordinator, contact the Director of Operations.
- Acknowledgement: You’ll receive a written response within 5 business days.
- Review: An appropriate member of our management team will look into the concern.
- Resolution: You’ll be informed of the out come and any actions taken within 30 business days.
- Appeal: If you’re not satisfied, you can appeal to the Executive Director in writing. Include details of your concern, what’sbeen done so far, and what resolution you’re seeking. You’ll receive a written response within 30 business days.
Governance Complaints
Governance complaints are handled by the Board of Directors. The Board Chair (or someone they choose) will respond to concerns related to our bylaws, leadership, and policies. This process follows the rules of the BC Societies Act, which protects the privacy of Board discussions and the rights of members.
- How to Submit: Email the Board Chair. Include the nature of your concern and what outcome you’re hoping for.
Complaint Process at a Glance
