Make a Complaint or Report a Concern

You can make a complaint in the way that works best for you.

Complete the online form

You can complete and submit this short online form in your web browser.

Or you can complete the PDF version found here, then print it and send it to CLBC by mail or fax. (Instructions for sending the printable form are found on the first page.)

Call us

Call the CLBC Quality Assurance Office, toll free: 1-855-664-7972.

A CLBC staff member will take your information over the phone.

Visit a CLBC Office

You can visit any CLBC office and ask a staff member to help you complete the online form.

You can make a complaint about issues including:

• CLBC service quality
• Conduct of CLBC employees
• Requests for CLBC services
• Quality of services received from a contracted service provider
• The application of CLBC’s policies and procedures

The complaints process cannot change requirements set out in legislation or regulations. However, you can raise concerns about how CLBC applied those requirements to your situation.

There are two ways CLBC may address a complaint. The Quality Assurance Office reviews submissions and determines the most appropriate way to address each complaint.

1. Individual and Family Complaints

An Individual and Family complaint has:

• three stages of review.
• clear timelines.
• written decisions and information about next steps.
• the option to escalate to the next stage if you are not satisfied with the response and resolution at a previous stage.

This process can be used for concerns about services and supports, CLBC decisions, how you were treated, CLBC-funded service providers, or how CLBC policies and procedures were applied.

The three stages of an Individual and Family Complaint are:

Stage 1: Local or regional review

• A CLBC Manager will review the complaint with you and provide a written response.

Stage 2: Regional Director review

• If you are dissatisfied with the stage 1 resolution, you can contact the Quality Assurance office to escalate your complaint. At stage 2, the Regional Director will review the complaint with you and provide a written response.

Stage 3: Executive review

• If you remain dissatisfied after the first two stages, you can request an escalation to stage 3. This is an administrative review by a CLBC Executive which does not involve communication with the complainant.

2. Quality Concern Reports

Some complaints do not fit the Individual and Family complaints process, however, they are still important for CLBC to know.  These are addressed as Quality Concern Reports.

Quality Concern Reports help CLBC understand issues, identify problems, and improve services and supports.

CLBC will refer Quality Concern Reports to the appropriate process or team for follow-up. We will let you know if your concern is being handled as a Quality Concern Report.

The CLBC Quality Assurance Office will review your submission.

Within two business days, you should receive confirmation that CLBC has received your complaint. As there are two ways CLBC may address a complaint, you will also be told whether your complaint is being handled as an Individual and Family Complaint or a Quality Concern Report.

For questions about the complaints process, you can contact the Quality Assurance Office toll free at 1-855-664-7972 or by email at ComplaintResolutionCLBC@gov.bc.ca.

CLBC is committed to handling concerns in a way that is:

• fair and respectful.
• clear and transparent.
• timely
• consistent
• focused on finding solutions and improving services.

You will not be treated unfairly or face retaliation because you made a complaint.

• Frequently asked questions about the complaint resolution process
• Complaints Resolution Policy
• Easy Read Complaints Process