Commitment to Community
As part of Scwexmx Child and Family Services Societies (SCFSS) commitment to children, young people, families, and community, we have implemented a complaint resolution process to resolve issues in a fair, honest, and open manner.
Have a complaint?
A complaint is accepted if it is about a decision, act or failure to act related to SCFSS. The following represents the steps taken toward complaint resolution.
1st Point of Contact:
Gaining community feedback is important to us.
Do you have regular contact with an SCFSS employee? Please connect with this employee as deemed your 1st point of contact for requests and/or support. Is this your first time approaching SCFSS? You can call (250) 378-2771 to speak with one of our Agency Navigators who will connect you directly to an employee to support your concerns.
Discuss your questions, concerns, or requests for support with your 1st point of contact.
Issues are resolved by maintaining clear, open communication with regular contact.
Complaints will be recorded for tracking purposes.
SCFSS is committed to a Resolution, where you have the opportunity to be actively involved with the SCFSS employee.
The Resolution process encourages problem-solving and provides flexibility in finding a solution you believe addresses your complaint(s).
You and the SCFSS employee will have 30 days to complete resolution unless you agree to an extension.
If the issue has not been resolved with your 1st point of contact, the Team Leader is your next point of contact. Call (250) 378-2771 and request to speak to the Team Leader of your SCFSS employee.
Administrative Review provides an examination of your complaint issue(s) by a Review Authority. The Review Authority is a person who has not been involved in any matters related to the complaint.
The Review Authority will review your complaint(s), conclude, and may make recommendations.
The Administrative Review will be completed within 30 days unless you agree to an extension.
You may make a request for an Administrative Review at any time during the complaints process.
You can also request the support of an Elder and/or community representative.
An advocate can participate in the complaints process with your consent. They can help you make a complaint, go with you to meetings for support or help you say what you need.
Who can be an advocate?
a trusted friend
For more information, please contact:
SCFSS - Complaint Specialist
Further Support (Third Party Resolution)
If you have completed the complaint resolution process and are still not satisfied, you have further options:
Director of Administrative Review
Office of the Ombudsperson
Phone: 1-800-567-3247 Fax: 250-387-0198 Website: www.ombudsman.bc.ca