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Complaint Resolution

The Fraser Valley Child Development Centre believes in developing a partnership with parents, caregivers and community partners in order to provide effective service to their child.

A healthy partnership includes clear and honest communication regarding both successes and concerns that may arise. Staff members are responsible for seeking regular feedback from parents and caregivers in order to maintain a healthy partnership.

From time to time, concerns may arise that require further assistance. Parents and caregivers are encouraged to deal with concerns through the Complaint Resolution Process provided in the family orientation package. Staff members may wish to discuss difficult situations with their Department Head in order to facilitate a resolution.

The FVCDC will ensure that all complaints are dealt with fairly and in a timely manner. There will be no reprisal against parents or caregivers who lodge a complaint.

If a concern arises, the parents and caregivers may:

  • Contact their child’s therapist/consultant directly to discuss their concern(s).
  • Contact the therapist/consultant’s Department Head if satisfaction is not reached with the therapist/consultant.
  • Contact the Executive Director if their concern has not been appropriately resolved by the Department Head.
  • Follow the Complaints Resolution Process from the Ministry of Children and Family Development if they are unable to resolve their concern with the Executive Director.

Procedure:

When a complaint is received by staff the following will occur:

  • When a parent/caregiver or community partner contacts a therapist/consultant with a significant concern, the staff member will note the concern in the therapy notes along with the resolution to the concern. The staff member will respond as soon as possible to the concern.
  • If the concern is not resolved to the satisfaction of the parent/caregiver or community partner, the matter will be immediately forwarded to the Department Head. The therapist/consultant will inform the parent/caregiver or community partner of the complaint resolution policy and provide the name and phone number of their Department Head. If the Department Head is unavailable, the matter will be forwarded to the Executive Director.
  • The Department Head will contact the parent/caregiver or community partner. The Department Head will document the concerns on the Complaint Resolution Form and collaboratively determine the desired outcomes, timelines, plan of action and review dates within seven working days.
  • The completed original Complaint Resolution Form will be forwarded to the Executive Director. A copy of the Complaint Resolution Form will be placed on the client’s main file.
  • A letter will be sent to the parent/caregiver or community partner summarizing the action taken and outcomes within 14 working days.
  • If the outcome is not to the satisfaction of the parent/caregiver or community partner, the Department Head will refer the matter to the Executive Director within 2 working days. The Department Head will give the concerned party the name and phone number of the Executive Director.
  • If unable to meet the 14 working day deadline the reasons will be documented on the Complaint Resolution Form.
  • The Executive Director will follow the same procedure as the Department Head. If the concern is not resolved to the satisfaction of the complainant, they will be advised of the Complaints Process, Ministry of Child and Family Development.
  • All concerns documented on the Complaint Resolution Form will be summarized in a yearly report for the Quality Improvement Plan.