Resources

Making a Complaint

How do I make a complaint?

There are several ways that you can make a complaint, so it’s really up to you to determine what the easiest way is for you and your particular situation. We encourage you to talk to your ministry worker or their supervisor first, because we do want to help you and in some cases this can be a fast way to resolve a problem.

If you’re not comfortable with this that’s okay, there are many other ways to make a complaint. What’s important is that you speak up.

  • Contact the ministry (by phone, letter, fax or in person).
  • Send an email to ihavesomethingtosay@gov.bc.ca (please include your name, city, email, phone number, what your concern or feedback is, how and when we can reach you).
  • Tell any ministry worker you want to make a complaint. Ministry staff will provide you with contact information for the regional complaints consultant.
  • Make a complaint yourself at any time by contacting a regional complaints consultant.
  • Call the MCFD Client Relations Branch 1-877-387-7027 and they will help you find the right person to talk to.
  • Fill out the online complaints form.

If you are in care or receiving service from a Delegated Aboriginal Agency, each agency has a complaints process that reflects their culture and traditions. Contact the staff or Director of the Agency to make a complaint. If you don’t have contact information for the person you need, call the Client Relations number listed above and ask for help tracking down the right information.

Who can help me make a complaint?
Don’t forget that you can have someone help you make a complaint – this could be a friend, family member, teacher, social worker or an advocate such as the Representative for Children and Youth.

At any time you can also have a language interpreter to help you talk to the complaints consultant. You can also have a sign language interpreter or anyone else to help you communicate if you wish.

How long will it take for my complaint to be sorted out?
Every effort will be made to sort out your complaint as quickly as possible. If you are not happy with how things are going, you can contact the Ombudsperson at any time.

What happens once a decision about my complaint has been made?
You will receive a letter from the manager telling you the decision and the reasons for it. Remember that making a complaint does not always mean the decision or action will be changed but it does mean that the ministry has listened to you and reviewed its actions.

Who can I contact if I disagree with a decision?
If you are still not happy or think the decision about your compaint is unfair you can contact the Ombudsperson (toll-free 1 800 567-3247). The Ombudsperson does not work for the ministry. It is the Ombudsperson’s job to answer your questions and make sure you are treated fairly by government services.

If I am in a youth custody centre can I also use the complaints process?
Yes, you can use the MCFD complaints process if you are in a youth custody centre, however, the custody centres also have other options for you to forward a complaint. You can ask to speak to:

  • a Director at the custody centre who will respond within five working days
  • the Inspector, Youth Justice Programs at 250 387-1335
  • the Ombudsperson at 1 800 567-3247
  • the Rep at 1 800 476-3933 to help put your complaint forward

All of these people will ensure your complaint is heard and responded to as quickly as possible. Just ask any staff member at the custody centre who will help you get in touch with these people, fill out a written complaint, and, where possible, they will also help you deal with your concerns. The custody centres also have on-site advocates at the centre who can also help you forward your complaint.