Resources

Complaints Consultant

What is a regional complaints consultant and what will they do for me?

Does the regional complaints consultant work for the ministry?
Yes, but the consultant does not work directly with the staff or services you're complaining about. They have a special job in the ministry which is to help solve problems and concerns.

What does the regional complaints consultant do?
The consultant helps you to sort out the problem or concern and makes sure that the following things happen:

  • You are treated with dignity and respect.
  • You have an opportunity to make your views known and for the person who makes the decisions about you to consider your views.
  • You are given reasons why a particular decision is made and that you understand the reasons. If you want them in writing, you can have them in writing.
  • Helping people understand that you can say you don’t agree or you are not happy with the outcome without being punished.
  • Your privacy and confidentiality are respected unless you disclose abuse.
  • You are not in agreement or unhappy with the decision, there is someone else that can take another look at it; a person that wasn’t involved before.
  • The concern is responded to as quickly as possible.
  • Your culture is respected.
  • You have an advocate or support person if you want one.

What happens when I contact a regional complaints consultant?

  • The consultant will speak with you to get the facts straight and send you a letter letting you know your concerns were heard and that your concerns are understood.
  • Explain that you have a right to an advocate and if possible, help you to find one.
  • If you haven't tried to talk to the worker and/or the supervisor involved about your complaint, the regional complaints consultant will ask you to try that first. Either on your own or with the help of a regional complaints consultant, the ministry’s team leader will review your concern.
  • If you are not satisfied with the decision made by the team leader, the consultant will contact the local manager who will then try to resolve your concern by doing a formal review.
  • During a formal review, you will have an opportunity to speak with the manager about your concerns.
  • The manager may make a decision during your meeting or at a later time during another meeting.
  • The manager will meet with you to talk about the decision that was made and the reasons for the decision.
  • If you have any questions or don't understand the decision you can call or meet with the regional complaints consultant.
  • You will receive a letter informing you of the decision and the reasons for the decision. If you are still not satisfied, you can contact the Ombudsperson.