Important information regarding complaints
- As a participant, staff or stakeholder in one of our services, you have the right to make a formal complaint and to have that complaint responded to in a fair, timely and considerate manner.
- This form is provided for you to document your complaint. You may use this form or you can write your complaint in another format if you wish.
- You can also make your complaint verbally and a staff person will assist in writing it down.
- You have the right to have an advocate or support person assist you in making your complaint as well as going through the complaint process.
What will happen next?
The Team Leader that is most directly responsible for the area that there is a complaint about will get back to the person who shared their complaint or concern within 5 business days of finding out about it – to let them know that BACI knows about it and will start looking into it. The process to start looking into the complaint or concern will start within 5 business days after that.
If you do not feel that the response is fair or appropriate, or if the matter remains unresolved, you have 30 days to ask for a review by BACI’s Complaint Resolution Officer (CRO). The CRO will go over the complaint and decision one more time. The decision made after looking at the complaint again will be the final decision.