P&S – 5.3 CLIENT COMPLIMENTS AND COMPLAINTS
Issue Date: October 2018
SCOPE: All Stakeholders
RATIONALE: Tri-County Community Support Services (“TCCSS”) welcomes on-going feedback from clients/families/support persons and the public and shall respond to concerns and complaints in a timely manner.
POLICY STATEMENT: TCCSS is committed to providing excellent services. Listening to compliments and concerns from clients/families/support persons and the public helps TCCSS to build on and improve services. TCCSS will respond to compliments, concerns, and complaints that clients/families/support persons and the general public may have regarding service provision.
Please note: If clients/families/support persons have a complaint regarding abuse, the TCCSS Adult Client Abuse Policy, as per the Ontario Regulation on Quality Assurance Measures guidelines (Reg.299/10), will supersede this policy.
1.1 If a client/family/support person or member of the public would like to compliment a TCCSS employee, they are encouraged to tell the employee.
1.2 If the client/family/support person or member of the public would like the employee to be recognized within the organization, they can let the employee’s Manager know either verbally or in writing. Contents of the compliment are forwarded to the staff and included in the employee’s file.
1.3 The Manager will ensure that the Executive Director is informed of compliments that are received both verbally and in writing.
1.4 With the staff member’s consent, compliments will be posted on the TCCSS website.
1.5 The Board of Directors will be informed of compliments that are received both verbally and in writing.
2.1 If a client/family/support person or member of the public has a concern about the service provided, they are encouraged to discuss this with the employee who is working with the client. The employee will work with the client/family/support person to resolve the situation.
2.2 If the situation is not resolved, or if the client/family/support person or member of the public is uncomfortable approaching the employee, they can request assistance from the Manager by contacting them directly or contacting the Executive Director if the complaint relates to a Manager.
2.3 The client/family/support person or member of the public may file a verbal or written complaint with the Manager. The following information is to be forwarded to the Manager: i the nature of the complaint ii an outline of relevant circumstances, including dates iii steps taken to resolve the issue iv the action desired
2.4 Within 10 working days of receiving the complaint, the Manager must work with the family to make a thorough inquiry into the complaint and to prepare a written report summarizing the problem, including the discussion with the family, the Manager’s recommendations and actions taken.
2.5 If the client/family/support person or member of the public is not satisfied with the action taken by the Manager, they may file a written complaint with the Executive Director. The Executive Director will have 10 working days to review, investigate and respond.
2.6 All complaints reported to the Executive Director will be documented and the final results reported to the Board of Directors.
3. Informing Clients/Parents/Support Persons and the Public Regarding the Compliments and Complaint Procedure
The Compliments and Complaints Policy will be posted on TCCSS’ website. A pamphlet outlining this policy will be made available to both new and existing clients/families and support persons who are affiliated with TCCSS.
4. Further Information
Further inquiries regarding the Compliments and Complaints Policy may be directed to TCCSS by calling (705) 876-9245 Ext. 320 or via email to email@example.com