Complaint Resolution Process, Service Quality Advocate

SACL realizes that sometimes there may be questions or concerns about services. If you disagree with something, there is a way to help everyone involved to openly talk and resolve issues.

If you have a concern, SACL makes every effort to treat the people we support, family members and community members fairly and respectfully. There may still be times when you feel you need to raise a concern in a more formal way.

If you wish to put your concern in writing.  Fill out a Complaint & Suggestion Form that will go to the Executive Director, who will answer in writing within 7 days.

You can send a letter to SACL at:

Mail You can send a letter to SACL at:

  • PO Box 153, V1E 4N3
  • Unit F, 191 Shuswap St. NW, Salmon Arm, BC  V1E 4H8
On-line/E-mail Go to the online Complaints, Compliments & Feedback Form and email to [email protected]
Fax 1 (250) 832 1076

Complaints/Suggestion Process

SACL recognizes that from time-to-time there will be complaints, concerns or feedback regarding SACL, its services or employees. SACL wants to ensure it is able to answer questions, improve services and address issues brought forward. Following the SACL Complaint Procedure will ensure concerns brought forward are addressed as efficiently as possible.

It is the policy of SACL to ensure prompt investigation and resolution to any issues or concerns received.

Formal complaints must be documented in writing on the SACL Complaints, Compliments & Feedback Form and given to the Services Manager. Complaints can be dictated and transcribed, and then signed by the complainant should they prefer.

Complaint against an Employee

  • The employee and Services Manager shall be informed of the complaint immediately and shall have an opportunity to respond
  • If the complaint cannot be satisfactorily resolved for complainant, the complainant will be offered a formal complaint form so they may provide the complaint in writing to the Services Manager (All formal complaints must be submitted within 14 days of the incident)
  • The Services Manager will arrange a mediation meeting that will be documented
  • Within 3 business days, the complainant is contacted regarding the progress of their complaint
  • Within 5 business days documentation of the mediation meeting will be distributed to all parties
  • Within 7 business days, unless otherwise noted, investigations should be completed and complaints resolved

If there is no resolution, the complaint will be forwarded to the Executive Director, who shall:

  • Within 5 business days review and investigate the complaint
  • Within 10 business days of receiving complaint, hold a mediation meeting, propose solutions and documentation distributed to all parties
  • No later than 20 business days after receipt of the formal complaint there will be a resolution

Resolution may include one or more of the following and will be concluded within seven (7) business days:

  • Talking to the complainant
  • Talking to others involved
  • Reviewing documentation
  • Meeting with the team to determine solutions

SACL will record the complaint and resolution.

Complaint against the Executive Director

If the complaint is regarding the Executive Director, then the complaint is to be reported to the SACL Board Chair ([email protected]).

The Board of Directors in this case will then follow Board Governance Policy – Board Management Relationship – 1.6 Bullying & Harassment Complaint to conduct and timely investigation and determine appropriate corrective or disciplinary actions.

Organizational Complaint

Management shall be informed of the complaint immediately and shall have an opportunity to respond. Management shall try and resolve the complaint and keep written and signed copies of complaints along with the steps taken to resolve the matter.

  • If the complaint cannot be satisfactorily resolved for complainant, the complainant will be offered a formal complaint form so they may provide the complaint in writing to the Services Manager (All formal complaints must be submitted within 14 days of the incident)
  • The Services Manager will arrange a mediation meeting that will be documented
  • Within 3 business days, the complainant is contacted regarding the progress of their complaint
  • Within 5 business days documentation of the mediation meeting will be distributed to all parties
  • Within 7 business days, unless otherwise noted, investigations should be completed and complaints resolved

If there is no resolution, the complaint will be forwarded to the Executive Director, who shall:

  • Within 5 business days review and investigate the complaint
  • Within 10 business days of receiving complaint, hold a mediation meeting, propose solutions and documentation distributed to all parties
  • No later than 20 business days after receipt of the formal complaint there will be a resolution

Resolution may include one or more of the following and will be concluded within seven (7) business days:

  • Talking to the complainant
  • Talking to others involved
  • Reviewing documentation
  • Meeting with the team to determine solutions

SACL will record the complaint and resolution. The Executive Director will keep a copy of the written and signed complaint, along with the steps taken to resolve the matter.

If there is still a problem…

Filing a Complaint with CLBC

The CLBC Complaint Resolution Process. Information is available on their website:  https://www.communitylivingbc.ca/how-do-i-get-support/request-review-complaints-process/file-a-complaint/

If you are unhappy after speaking with the CLBC worker you can contact the Advocate for Service Quality.

The Advocate for Service Quality

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.

Phone:       1-800-663-7876
Email:         [email protected]
Web:           www2.gov.bc.ca