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Complaints

Complaints

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.

Subject to CMHA NWV’s Privacy Policy, all personal information of anyone submitting a complaint shall be handled sensitively and not disclosed to any unauthorized individuals.

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

Submit a Complaint

Submit a concern, feedback or a complaint by filling out the form below. The information you provide will be used to investigate the complaint and may be used for contact purposes related to the investigation. Questions about this collection can be directed to our Interim Executive Director, talayeh.jamshidi@cmhanorthshore.ca or (604) 987-6959.

Complainant First Name(Required)

Complainant Last Name(Required)

Complainant Address

Street Address City Province Postal Code Country

Email(Required)

Phone(Required)

Please indicate how you would like us to contact you regarding your complaint:

By Phone

By Email

By Mail

Acting as a Representative

If you are submitting a complaint on behalf of someone else, CMHA-North and West Vancouver will require written authorization from the complainant to gather the personal information of that person from you. Please attach a dated authorization letter to this form.

Are you acting as a representative for the complainant?(Required)

Yes

Representative First Name(Required)

Representative Last Name(Required)

Representative Email(Required)

Representative Phone(Required)

Details of the Complaint

Program or Service: (please specify)

Staff person(s) involved, if known:

Nature of complaint: (Please include as much information as possible)

How would you like to see your complaint resolved?

List of enclosed documents: (Please include copies, not originals, of any documentation in support of your complaint)

File

Drop files here or

Max. file size: 128 MB.

This field is for validation purposes and should be left unchanged.

We Value Your Feedback

If your complaint is in regard to our Executive Director, please submit your complaint by email to our Board chair, boardchair.nwv@cmhanorthshore.ca.

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.