Lansdowne Children’s Centre is committed to addressing complaints promptly. Families receiving services from Lansdowne are encouraged to discuss complaints or misunderstandings with supervisors or staff without concern for intimidation or reprisals.
To ensure that Lansdowne Children’s Centre deals with complaints promptly, and so that families feel no concern for intimidation or reprisal, the following procedure will be adhered to:
- Family Complaints
- At intake, all families will receive a copy of the Complaints policy and procedure, and the most recent Organizational Chart.
- The family should first discuss the complaint with the individual who is providing the service.
- If the family is not fully satisfied with the answer, is uncomfortable addressing the employee, or wishes further discussion, they may contact the Service Director responsible for the employee to request a meeting. The Service Director may feel that a case conference or another family-centred process may address the family’s needs. The Service Director will acknowledge the family’s complaint within one working day of notification.
- If the family continues to feel that the resolution is not sufficient, they may request a meeting with the Executive Director. At this stage, the family needs to submit the complaint in writing. The meeting will occur within two weeks of receipt of the complaint. The family or the Executive Director may involve the Consumer Advisory Committee in the resolution process if either party requests this.
- The Executive Director will respond in writing within five working days of the meeting.
- The decision of the Executive Director will be final and binding on the agency and the family.
- Reporting of Complaints to the Board
- Service Directors will report all complaints to the Executive Director in the monthly utilization report.
- All family complaints that result in a meeting with the Executive Director will be reported to the Professional Advisory Committee at its next regularly scheduled meeting.