Complaint Resolution Process
You are encouraged to resolve your complaint informally with your ministry worker. This is usually the fastest and easiest way to try and work things out. Complaints can be made about the following issues:
- being treated with respect and dignity
- fairness
- sensitivity to a culture
- telling you what to expect in your dealings with the ministry
- involvement in case planning and decision-making about a child in care
- quality of ministry services
- eligibility for or access to MCFD services, and/or
- a breach of the rights of a child in care (see the booklet Know Your Rights under the Children Family and Community Service Act - a guide for young people in care).
However, if you have already discussed your concerns with your worker and are not satisfied, or if you feel uncomfortable discussing your concerns, the Complaint Resolution process is available to you.
The Complaint Resolution Process is a two-step process that varies slightly from region to region, but the principles and standards remain the same.
Step 1: Local Review
Either you or your ministry worker can, individually or with the assistance of a regional resolution consultant, request the ministry worker's team leader review your concern.
Step 2: Formal Review
If you are not satisfied with the decision made by the team leader, the local manager or director will then try to resolve your concern by completing a formal review.
If you haven't already done so, you or the team leader may contact the regional resolution consultant to ask for assistance.
During a formal review, you will have an opportunity to speak with the local manager or director about your concerns.
The local manager or director may make a decision during your meeting or at a later time.
You will receive a letter informing you of the decision and the reasons for the decision. If you are still not satisfied, an independent review can be made. Please see the information on the If You Disagree page for details.
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