MEMO: Client Complaints Review Policy
MEMO: Client Complaints Review Policy
TO: All Staff
FROM: Rachel Tinney, Associate Executive Director
DATE: March 21, 2024
Re: Client Complaints Review Policy
Listening to Our Clients
The values and principles of Tikinagan emphasize the need to respect the views and concerns of our clients and to listen with an open mind and a non-judgmental attitude. Our client complaint review process provides an opportunity for complaints to be brought forward and dealt with in a fair, timely and organized manner. It is also designed to put into practice Tikinagan’s core values and work in the true spirit of the Mamow Obiki-ahwahsoowin service delivery model – “Everybody Working Together to Raise our Children”.
Tikinagan’s Client Complaints Review Policy has been revised to reflect changes in Ministry requirements. There have been significant changes, so we ask that all staff carefully review attached policy.
The policy is for staff to use as a guide to handling client complaints and is not intended for clients. A summary of the client complaints process will be placed on our website. We will also be creating a brochure describing the client complaints process. Do not provide the attached policy to clients.
One important change in the policy is the use of a Ministry form for clients to use to request that their complaint be reviewed by an Internal Complaints Review Panel. This is a Ministry form, but it should still be submitted to Tikinagan NOT the Ministry. Clients can mail, email, or fax the form to Tikinagan or give it to any Tikinagan worker.
The brochure/form we used previously should not be given to clients or used. Please destroy all paper copies of this brochure/form. MCCSS requires agencies to use the Ministry form. We will be posting a link to the form on our public website as well as the staff portal. Copies of this form should also be made available at all our offices.
The changes to the policy also include significantly expanded processes for dealing with complaints from or about children or youth in care. Please consult the policy when dealing with all complaints, but particularly when it is from or about a child or youth in Tikinagan care.
We’d like to remind you that the formal complaints review process is meant as an extraordinary measure for dealing with complaints that cannot be resolved informally by workers/supervisors dealing with concerns from clients.
Always encourage clients to use informal methods to resolve complaints whenever possible. Work with your clients to address their concerns informally. Return their phone calls promptly. Listen to their concerns, talk with them about the issues. Involve your supervisor, Service Manager or Director of Services when needed.
Dealing with complaints quickly and informally shows respect for our clients and is in the best interests of the families we serve.
If you have any questions concerning the Complaints Review Policy, please consult your Service Manager or Director of Services.
Mar 2024 client complaints policy FINAL
MCCSS Formal Complaint to a Society’s Internal Complaints Review Panel