At the Family Counselling Centre, a division of Family and Children’s Services Niagara, we are committed to providing top quality services that will support, strengthen and enrich the lives of families here in the Niagara region.
To ensure that we provide the best service possible, we need to hear from you if you are unhappy with our work. Your views can help us to improve our service.
Often complaints are the result of misunderstandings and can be resolved by speaking directly with the staff person involved. We advise you to let us know of your concern as soon as possible, to write down the facts of the situation and to have a friend or advisor present if you wish.
We urge you to make all attempts to resolve your complaints with the staff member who is serving you. However, we take complaints seriously and want you to know that you have the right to have your complaints reviewed by others in the agency, the board of directors, and the funder if need be. Provisions within our policies and procedures practices ensure that a formal complaint procedure is available to you.
Complaints are a serious matter and we will work with you in a professional, respectful and timely manner in order to resolve them. If you feel you need to make a formal complaint, please use the following procedure.
Discuss your concern with the FCC staff member involved. If you are able to work it out, you do not need to go to the next step. If you do not reach a solution, you have the option of going to Step 2.
You may call the Family Counselling Centre Supervisor. Tell him or her what the issues are. Arrange to meet with the supervisor. If you and the supervisor reach a solution, you do not need to go to the next step. If you do not reach a solution, you have the option of going to Step 3.
Contact the Service Director of Community and Clinical Services to explain your problem. Arrange to meet in person if necessary. Please provide a written statement of your concerns to help clarify the issues.
He or she will consult with the supervisor and the staff member before meeting with you to discuss the situation. You will receive a decision in writing within three weeks of your meeting. If you are satisfied with the decision, you do not need to go to the next step. If a solution has not been found, you have the option of going on to Step 4.
Make an appointment to meet with the Executive Director. He or she will review your complaint and try to resolve it. If the Executive Director is able to reach a solution, you do not need to go to the next step. If a solution is not reached, you have the option of going on to Step 5.
Arrange to have your complaint reviewed by the President or Executive Committee of the agency’s Board of Directors. You will receive a decision in writing within two weeks of the review. If you are satisfied with the decision, you do not need to go to the next step. If your complaint is not resolved, you have the option of going on to Step 6.
For the Adult Protective Services Worker Program, the Violence Against Women Programs (“Side by Side” and “For Me and My Mom”) contact the Area Manager at the Ministry of Community and Social Services. For Family Group Conferencing, Caring Dads and Foster and Kinship Support Services contact the Area Manager of Ministry of Child and Youth Services. For the Partner Assault Response Program contact the Ministry of the Attorney General.
For Employee Assistance Program clients the Master Contract Holder will process the complaint.