Client Concern / Complaint Policy

Compass’ goal is to provide families with quality, respectful services; however, from time to time, situations occur where families feel they need to express their concerns/complaints. Should this happen, the following procedures have been developed to help families resolve conflicts or difficult situations and provide Compass with opportunities to improve service delivery.

Informal Process

If you have a concern or complaint, you have two options:

• Individuals are encouraged to discuss their concern or complaint with the staff most directly involved with them. If a solution to your concern/complaint is not satisfactorily resolved at this stage, you can ask to speak to the Clinical Manager who will move your complaint to Step 1 in the more formal process.

And/or

• You can fill in a Client Concern/Complaint Form and drop it in the box in the waiting room. If you sign the form, someone from the Centre will contact you and attempt to resolve your issue. An appropriate staff may assist the complainant (child, youth, caregiver, etc.) to complete and forward the complaint form as well as navigate the complaint process.

Formal Process

• The appropriate Clinical Manager will try to find a solution to your complaint. The Manager will conduct a review of the complaint within 5 working days. If the complaint is still not resolved to your satisfaction, you can ask to speak to a Director, moving the complaint to Step 2.
• The appropriate Director will conduct a review within 5 days of receiving the complaint. If the complaint remains unresolved, you can ask to speak to the Executive Director, moving the complaint to Step 3.
• The Executive Director will conduct a review within 10 days of receiving the complaint. If the Executive Director is unable to find a resolution, the complaint will be sent to the President of the Board, moving the complaint to Step 4.
• The President of the Board along with selected Board members and agency staff will meet with the complainant within ten (10) business days to attempt to resolve the issue. Within thirty (30) total business days, the Board’s decision will be communicated to the complainant in writing. The President of the Board will advise the complainant in writing the steps to an external complaint if the individual finds the resolution unsatisfactory.

At any time, you may choose to have your complaint reviewed outside of the Agency. You may direct your complaint in writing to:

Ministry of Children and Youth Services Regional Director

199 Larch Street, Sudbury ON P3E 5P9 Tel: 705-564-8153

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Office of the Ombudsman of Ontario

You may suspect that the subject of your complaint is a violation of the Codes of Ethics and Standards of Practice of a professional college. You can lodge a complaint with the appropriate body. Information is available from the office of the Director of Systems Management and Quality.