What steps can families take if they are unhappy with supports or decisions from CLBC?
CLBC is committed to helping families and individuals get the support and services they need. Even though everyone does their best to arrange for help, sometimes things go wrong.
If a family, caregiver or individual has concerns about services, a decision, or concerns about services, they can make a complaint. The process is as follows:
- The first step is for families, caregivers or individuals to bring the issues to the staff member they are working with.
- If they are not satisfied with the staff member’s response to any of the concerns, they can register a complaint by filling out a Complaints Resolution form (these can be found on the CLBC website here or at a CLBC office).
- Have them mail or deliver the complaint to the CLBC office or send it to the CLBC website. It will then be delivered to the manager of the office that the family, caregiver or individual has concerns about.
- Tell them to expect a response: Within 48 hours of receiving the form, CLBC staff will respond by phone, e-mail or in person. Every effort will be made to address the issue within 30 days.
- If a family, caregiver or individual is still not satisfied with the response, they can ask for a review by the Director of Regional Operations. The Director of Quality Service may also be interested in hearing concerns.
The text above is from the CLBC Complaints Factsheet. Click here for the full text in English, or to print a copy. The factsheet is also available in Chinese, Punjabi, Vietnamese, Spanish, French and Hindi on the CLBC website’s Policy page.
Individuals and families can also contact the Advocate for Service Quality or the Office of the Ombudsperson:
The Advocate’s job is to help adults with developmental disabilities and transitioning youth with special needs and their families have access to supports and services that are available. The Advocate can help with services from the Ministry of Social Development, from other ministries, Community Living BC or from service agencies in the community.
http://www.mhr.gov.bc.ca/advocate/
The Office of the Ombudsperson receives enquiries and complaints about the practices and services of public agencies within its jurisdiction. Their role is to impartially investigate these complaints to determine whether public agencies have acted fairly and reasonably, and whether their actions and decisions were consistent with relevant legislation, policies and procedures.
