Feedback and Complaints Policy & Procedure

Feedback and Complaints Policy

Purpose:

Extend-A-Family Waterloo Region (EAFWR) is committed to providing services in a manner which respects people’s dignity and best uses the resources available to meet identified needs. EAFWR understands that complaints and disagreements may occur as we work together.

When disagreements occur, it is important that initially they be handled by the persons involved in both a timely and informal way and to the extent that circumstances permit. However, in some situations, this may not be possible because of the nature and complexity of the issue. In these cases greater care and precision both via verbal and written communication may be necessary.

This policy applies to the individual served, a person acting on behalf of the individual served, the general public as well as any community agencies which may have concerns regarding our services.

Scope:

This policy applies to all persons served by EAFWR. Staff and volunteers should refer to the Conflict, Feedback, and Complaints Policy.

Responsibility:

a) The Executive Director/delegate has overall responsibility for ensuring that the Feedback and Complaints Policy and Procedure are reviewed annually by employees and volunteers.
b) The Policy and Procedure will be reviewed with the adults served by EAFWR on an annual basis by the relevant staff.

Definitions:

Feedback can be about the good things or the things that EAFWR could be doing better and is about the services that are provided to those we serve. Feedback can be asked for and gathered in a number of ways, for example by a survey or a suggestion box. Feedback can also come through a letter from a person, family or community member, an article in the newspaper or a phone call. All feedback whether positive or negative, formal or informal is important to EAFWR.

Complaints are about someone being dissatisfied about the services or supports provided by EAFWR. A person who is served by EAFWR, a person acting on the behalf of someone served by EAFWR or the general public may have a concern/complaint about the services that the organization provides. A complaint may be made formally (a letter written to the organization) or informally (a complaint is made to a staff person). A complaint is about the specific concern and does not include feedback on things that are not related to the organization and the services and supports that it gives.

Policy:

Employees and volunteers have the right to be informed when a complaint involving them has been made and also have the right and responsibility to be involved in its resolution.

All persons who are served by EAFWR, as well as their families/guardians, upon their initial involvement with EAFWR will receive a copy of the Feedback and Complaints Procedure.

All persons who are served by EAFWR, as well as their families/guardians, will be sent a reminder of the Complaints’ Procedure on an annual basis.

It is both the right and responsibility of a person served by EAFWR and/or his/her family member, friend or advocate to make EAFWR aware of any areas where EAFWR is not doing things properly. It is also encouraged that the person served and/or his family member, friend or advocate participate in the process as outlined in the procedures. It is also encouraged that persons served by EAFWR and/or their families make EAFWR aware of areas in which they are being served in a positive manner.

All feedback of a positive nature will be responded to with the nature (phone call, e-mail etc) and the date of the response to be noted in the Complaints/Feedback Register.

If a formal written complaint or feedback is received, it will be assigned to the Program Manager responsible and the Director of Services. The Director of Services will record it in the Complaints’ Register and make the necessary copies for distribution. The original will be filed in the Complaints/Feedback ‘Register. The complaints register is reviewed by the Board of Directors regularly as part of their strategic oversight of the organization.

All correspondence with the complainant and/or resolution of the written complaint is to be done through the Program Manager responsible and/or Director of Services.

Great care must be taken to avoid any conflict of interest or appearance of conflict of interest in the resolution of the complaint. In order to ensure that the review process is free of any coercion or intimidation or bias, either before, during, or after the review an outside party may be included in the process.

Where indicated, EAFWR shall ensure that a complaint/feedback is reported to
a) The police (i.e., as in the case of alleged, suspected or witnessed abuse that may be a criminal offence. This is required by Regulation 299/10 under the Services to Promote the Social Inclusion of Persons with Developmental Disabilities Act, 2008; and/or
b) Reported to the Ministry as a Serious Occurrence through the Ministry’s Serious Occurrence reporting process (based on the nature of the complaint/feedback)

There will be no negative repercussions on the person receiving service should a complaint be lodged.

The Complaints Policy and Procedure will be available in plain language.

The Complaints’ Policy and Procedure will be reviewed and the complaints analyzed by the Leadership Team on an annual basis.

Feedback and Complaints Procedure

Upon receiving a complaint, the Director of Services will record it in the Complaints Register. Information regarding the number, type, and disposition of complaints is reported to the Board of Directors annually as part of their strategic oversight of the agency.

Procedure for Service Users:

The following procedures are to be followed in the event of a complaint from the Person Supported, or a Person acting on their behalf, about the services/nonservices provided by Extend-A-Family Waterloo Region (EAFWR).

Step 1: Discussion with the person with whom you have a disagreement.

Start by talking with the person with whom you have a disagreement and try to resolve the problem. You can do this in person by talking or by writing about your disagreement or with the help of a friend or advisor.

If you would like to do it in writing, you may find it helpful to use the letter outline that is attached (attachment #1). The letter can be handed to the staff person or mailed to the address on the letter outline. You can also fill out the form at the bottom of the page.

Step 2: Discussion with the Coordinator

This step should be taken if you have tried to work out your disagreement with the person involved and it did not work out. If you want to go ahead to Step 2, please call your Coordinator, or use the letter outline (that is attached) to send them a letter.

Within 5 working days of knowing about your concern, the Coordinator will arrange a meeting with you. Prior to this meeting, they will have talked about what happened with any staff involved and may ask them to join the meeting. If you wish you may bring a friend or advisor to this meeting.

The Coordinator will ask you to describe the problem from your point of view and also may ask you for ideas about how to solve the problem. Within 5 days of this meeting, you will receive a letter from the Coordinator which will let you know that the suggested agreement from the meeting will be put in place. If there is no agreement the Coordinator will explain the reason(s) for their decision.

Step 3: Discussion with the Program Manager

This will be the next step if you are not happy with the result of Step 2. You will be asked to let the Program Manager know about the problem either by phone or in writing. The Program Manager will arrange to meet with you within 5 working days of being aware of your concern. The Program Manager will speak with the Supervisor/Coordinator before the meeting to learn about the steps that the Supervisor has taken to resolve the problem.

The reason for this meeting will be to try and find an answer for your concern. Again, feel free to bring a friend or advisor with you to the meeting. Within 5 working days of the meeting you will receive a letter from the Program Manager which will let you know about any agreement that was reached during the meeting with the Program Manager. If there is no agreement, the Program Manager will explain the reason(s) for their decision.

Step 4: Discussion with the Director of Services

If you are not satisfied with the decision(s) of Step 3 you may inform the Director of Services about the problem either by phone or in writing. The Director of Services will arrange to meet with you within 10 working days after knowing about your concern. The Director of Services will speak with the Program Manager or other involved staff before the meeting to learn about the steps that they have taken to resolve the problem.

The reason for this meeting will be to try and find an answer for your concerns. Again, feel free to bring a friend or advisor with you to the meeting. Within 10 working days of the meeting you will receive a letter from the Director of Services which will let you know about any agreement that was reached during the meeting. If there is no agreement, the Director of Services will explain the reason(s) for their final decision.

Step 5: Appeal to the Executive Director

This is the step that you take if you are still unhappy with the decision(s) made during your meeting with the Director of Services. During this step you will send the information about your complaint to the Executive Director and let them know that you wish to appeal the decision.

Within 10 working days of receiving your letter, a meeting will be arranged to talk about your concern in detail. The Executive Director may form a small Committee to meet with you, including a member of our management team and coordinator team who are not involved in the complaint. This Committee will receive your complaint and review the actions taken to respond so far. You will be told about the date, time and place that the meeting will take place. If it is helpful to you, please feel free to bring a friend or advisor along to the meeting with you.

The Executive Director’s Committee will review a summary of all prior meetings and actions taken about your concerns. You will receive a letter from the Executive Director within 10 working days, outlining their recommendations and decision(s).

Step 6: Ministry of Children, Community and Social Services (MCCSS)
If you are still unhappy following Steps 1-5, the final step is to ask MCCSS to review your concern(s). They can be reached at:

Ministry of Children, Community and Social Services, Central Region Office
Developmental Services
200-6733 Mississauga Road
Mississauga, ON, L5N 6J5
Phone: (905) 567-7177
Attention: Program Supervisor for EAFWR

Procedure for Community Members:

Process for a complaint from the general public, or other programs with whom we participate in supporting an individual. Should you have any concerns about how EAFWR is functioning, EAFWR would appreciate your sharing those concerns with us.

Step 1: Discussion with the person with whom you have the complaint
Start with the person with whom you have a disagreement and attempt to resolve the problem with them.

Step 2: Discussion with the Program Manager
Upon receiving your concern, the Program Manager may involve other staff members to clarify the issue or work towards a resolution. A meeting may be arranged between you, the Program Manager, and any relevant staff. At the end of your conversation with the Program Manager, whether by phone or in person, you can request a written summary of their decision. If you make this request, you can expect to receive the letter within 10 working days.

Step 3: Discussion with the Director of Services
Should you be dissatisfied with the decision(s) made by the Program Manager you can contact the Director of Services either by phone or in writing.

The Director of Services will make every effort to work with you to resolve your concern. Should you request written confirmation of the results of your meeting with the Director of Services you can expect to receive the same within 10 working days.

Step 4: Discussion with the Executive Director of EAFWR
Should you be dissatisfied with the result(s) of the problem resolution efforts of the Director of Services, you may appeal, in writing, to the Executive Director.

The Executive Director will arrange a meeting with you within 10 working days of receiving your appeal. At their discretion, a small Committee may be formed to assist in reviewing and responding to your appeal. This Committee will consist of relevant internal staff who are not otherwise involved in the complaint.

The Executive Director and/or the Committee will receive a summary of all previous meetings and actions taken regarding your concerns. You may request a written summary of their final decision(s), which will be provided to you within 10 working days

Feedback and Complaint Form

View other Extend-A-Family Waterloo Region Policies and Procedures here.