The Canadian Mental Health Association, North and West Vancouver (CMHA NWV) values your feedback and strives to ensure any concerns or complaints are responded to in a prompt, fair and respectful manner.
- Read our Complaints Policy
What is a complaint?
A complaint is the expression of dissatisfaction about the service, actions, or lack of action by CMHA NWV as an organization or a staff member or volunteer acting on behalf of CMHA NWV.
Examples may include but are not limited to:
• A mistake or error made by a staff member or volunteer
• Unfair or impolite treatment by a staff member or volunteer
• A staff member or volunteer not doing something agreed upon
Submitting a complaint
Julia Kaisla, Executive Director
#300-1835 Lonsdale Ave,
North Vancouver BC
If your complaint is in regard to our Executive Director, please submit your complaint by email to our Board President, Don Stuckert at firstname.lastname@example.org.
CMHA NWV encourages complainants to submit in writing where feasible. This will ensure all details of the complaint are captured accurately so that the most appropriate person within CMHA NWV can best respond. Where this doesn’t occur, a verbal complaint will still be documented.
Once per year, a report on all of the complaints received by CMHA NWV will be presented to the CMHA NWV Board of Directors as part of a report for review.
Responding to a complaint
CMHA NWV staff and volunteers are expected to listen and seek to understand any concerns, feedback or complaints with respect and empathy. Once your complaint has been submitted, you can expect to receive acknowledgement within two business days that complaint has been received and will be responded to.
Every effort will be made to respond to feedback and resolve any concerns or complaints received in a timely manner. Most complaints will be addressed within 10 business days. In more complex cases, complaints are expected to be addressed within 20-30 business days.