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.
Resolution Process
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
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.
Advocacy Support
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
- family member
- band representative
- community professional
For more information, please contact:
SCFSS - Complaint Specialist
Phone: 250-378-2771
Toll-Free: 1-877-378-2773
Fax: 250-378-2799
Website: www.scwexmx.com
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
Phone: 1-877-387-7027
Representative for Children and Youth
Phone: 1-800-476-3933
Fax: 250-356-0837
Email: rcy@rcybc.ca
Website: www.rcybc.ca
Office of the Ombudsperson
Phone: 1-800-567-3247
Fax: 250-387-0198
Website: www.ombudsman.bc.ca
We are here to ensure that your concerns are addressed, and we encourage you to reach out if you need further assistance.
If your complaint concerns a child who may be in need of protection, please call the Helpline for Children toll-free at 310-1234. The helpline is available 24/7, and no area code is required.
Please submit a follow up request below if you have already attempted the above steps and would like further support.
