3.A.40 Public Complaints

Community Connections 

 

 

Administrative Procedure: Public Complaints

 

EFFECTIVE DATE:

August 24, 2005

 

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ADMINISTRATIVE PROCEDURE CODE:

3.A.40

AMENDED DATE:

 

Policy Reference

 

 

Legal Reference

 

 

 

 

 






















When concerns regarding administrators, professional or support staff arise, it is expected that the majority of these situations can be resolved through an informal process between the parties concerned.  We recognize the importance of appropriate procedures and guidelines to ensure a fair and expeditious process for resolving concerns. The purpose of this process is to find a satisfactory resolution to the complaints raised. Important considerations include addressing the complaints as early as possible and ensuring confidential treatment of complaints including the use of in-camera sessions at Board meetings.

 

Procedure

 

The procedure outlined below recognizes that when a complaint reaches the Board, it takes on a significance that requires more formality.  An individual or group raising a concern or complaint needs to be advised on the appropriate procedure.

 

 Whenever possible, the complaint should be dealt with at the site level.  It is important for the complainant to meet first with the person against whom the complaint is made.  The exception to this is where legislation prescribes otherwise (e.g. Child and Family Services Act).

 

Where a concern or complaint is raised with a Division administrator or trustee, it is important that the complainant be directed first to the site to allow for a resolution between the person against whom the complaint is made. The Division administrator or trustee should take no action before the concerns/complaints have been addressed at the site level.

 

If the resolution process with the person against whom the complaint is made does not result in satisfactory resolution, the parties will meet with the immediate supervisor in an attempt to resolve the issue.

 

When issues are not resolved at the site level and a complaint is then made directly to the Board, the complaint must be recorded in writing and must be signed by the person(s) lodging the complaint, with a copy to the individual named. The individual or group named shall be given an opportunity for explanation and/or written response. The individual or group named shall always have the right to have a representative. The immediate supervisor shall be notified of the written complaint.

 

The procedure for processing complaints is as follows:

 

  • Identifying the context for the complaint
  • Gathering information and perspectives of all parties involved in the complaint
  • Review and clarify information with both parties
  • Strategize on how the problem can be resolved
  • Check for process or communication issues
  • Prescribe appropriate disciplines, procedural changes, and policy recommendations as required