Complaint Process

We strive to review information and complaints regularly in order to improve our services. Complaints and their outcomes are reviewed on an annual basis by management at YSSN. We follow the following complaint process to assist with this goal.

Process for Lodging Complaints

Complaints may be forwarded in writing, in-person, over the phone or electronically

A complaint may be received by any employee of the agency

Whenever possible, the complainant will be re-directed to the worker involved or their supervisor to resolve the issue informally

You will receive a response within 3 business days

Your Rights and Responsibilities

To have complaint procedures made available when you are involved in a formal complaint process that includes established time lines for responses

To privacy of information for all parties involved

To have written notification regarding actions to be taken to address your complaint when you are involved in a formal complaint process

To have complaint procedures made available when you are involved in a formal complaint process that includes established time lines for responses

To use an advocate

To have conflict of interest issues addressed

Compliments, Concerns and Complaints Process Policy no. OP 01