Client Complaint and Grievance Process

STEP 1 – Attempt to Resolve the Issue

  • Engage in a direct conversation with the individual involved in the situation.
  • If you feel uneasy or unsafe addressing the matter directly, or if the initial interaction does not yield a satisfactory resolution, request to speak with the supervisor of the relevant staff member.

STEP 2 – Escalate to the Supervisor

  • If you are dissatisfied after speaking with the supervisor, you may submit a written complaint to the Senior Manager.
  • The complaint can be written in English or your preferred language, with assistance available from a staff member to write the letter in English, if needed.
  • The letter must be sent within one month of the incident and include details such as:
    • The nature of the complaint.
    • Date and time of the issue.
    • Desired actions from Ladner WorkBC Centre.
    • Any other pertinent information.

STEP 3 – Response from the Senior Manager

  • The Senior Manager will arrange a meeting within 5 days of receiving your letter.
  • Within 7 days of the meeting, the Senior Manager will send you a letter summarizing the meeting and what actions Ladner WorkBC Centre will take.

Note: If the complaint is written in a language other than English, response dates will be extended by 7 days.

STEP 4 – Escalate to the Director

  • If you are dissatisfied after speaking with the Senior Manager, submit your letter to the Director within 7 days of receiving the Senior Manager’s response.
  • The Director will ask to meet with you within 5 days of receiving your letter.
  • Within 7 days of the meeting, the Director will send you a letter summarizing the meeting and what actions Ladner WorkBC Centre will take.

Note: If the complaint is written in a language other than English, response dates will be extended by 7 days.

STEP 5 – Escalate to the CEO

  • Should the issue persist, submit your letter to the CEO within 7 days of receiving the Director’s response.
  • The CEO will arrange a meeting within 5 days of receiving your letter.
  • Within 7 days of the meeting, the CEO will send you a letter summarizing the meeting and the proposed actions will be sent within 7 days of the meeting.

Note: If the complaint is written in a language other than English, response dates will be extended by 7 days.

STEP 6 – Escalate to the Chairperson of the Board of Directors

  • If the matter remains unresolved, send your letter to the Chairperson of the Board of Directors within 7 days of receiving the CEO’s response.
  • The Chairperson will respond to your concern within 14 days.

Step 7 – Independent Review

  • The decision will undergo review by a neutral third-party reviewer possessing adequate knowledge and expertise to provide an unbiased and informed opinion.

LADNER WORKBC CENTRE WILL NOT STOP OR LIMIT SERVICES TO YOU DURING THE GRIEVANCE PROCESS, UNLESS THERE HAS BEEN BEHAVIOUR THAT MAKES IT UNSAFE FOR STAFF TO MEET WITH YOU.