Complaints Policy & Procedure

Introduction: Teachable Moments Services Inc. (TMS) is committed to providing a quality service for the individuals we serve.  We value working in an open and transparent manner that is fair and truthful.  The trust and respect of all our team members and the community is built on an understanding that we are accountable and responsible for our commitments and our actions.

We continue to improve our services by listening and responding to the views of the individuals we serve, employees and all team members, and by responding positively to any complaints.

Purpose: We recognize that many concerns will be raised informally and dealt with quickly. An informal approach is appropriate when a resolution can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed or where applicable the grievance procedure.

Policy: TMS is committed to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction. It is the responsibility of TMS personnel to adhere to the following:

- acknowledge the formal complaint in writing;

- respond within a stated period of time;

- deal reasonably and sensitively with the complaint;

- take action where appropriate.

Responsibilities:

TMS management team:

-       When dealing with a complaint or conflict, we listen carefully and acknowledge the complainant’s issues.

-       Consideration is given to how resolutions will affect the complainant and the agency.

-       We deal with matters promptly, politely and, when appropriate, confidentially.

-       We respond appropriately-with an explanation, an apology if necessary, and information on any action that will be taken.

-       We learn from complaints and use them to improve our service; we review annually our complaints policy and procedures.

Complainants will:

-       Raise concerns directly with members of TMS’s management team

-       Explain the problem as clearly and as fully as possible, including any action taken to date;

-       Allow TMS a reasonable time to deal with the matter;

-       Recognize that some circumstances may be beyond TMS’s control.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and TMS maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: The TMS management team will review complaints received annually. The purpose of this review will be to note patterns and trends in the grievances and complaints filed and to take action on items that may need further review.

Formal Complaints Procedure:

Step 1- if you are unable to resolve the issue informally

-Write to the Residence Coordinator responsible for the location.

- Include the details of your complaint, the consequences for you as a result of the action, and the remedy you are seeking.  We encourage you to put this information in the format outlined in our complaints form.

- You can expect your complaint to be acknowledged within 4 working days of receipt.

- You should get a response and explanation within 15 working days.

Step 2- If you are not satisfied with the initial response to the complaint

-You can write to a TMS Director and ask for your complaint and the response to be reviewed.

-You can expect the Director to acknowledge your request within 4 working days of receipt and a response within 15 working days.

-The response will provide full details concerning any appeal process that may be available, including contact information for any outside resource that is responsible for reviewing appeals or grievances (see section below)

NOTE: TMS aims to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timeframes given for handling and responding to complaints may vary. If a matter requires a more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Grievance or Appeal Procedures

The avenues for appeal and grievance will vary depending on your role.  

Employees should review our employment policy related to grievance & appeal.

Other resources available online:

Protecting Children (includes links to: Representative for Children & Youth; Office of the Ombudsman and other relevant sites information)

CLBC Complaints Resolution Process

Other CLBC Policies