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 A, 171 Shuswap St. NW, Salmon Arm, BC  V1E 4H8
On-line/E-mail Go to the online Complaint/Suggestion Form and email to [email protected]
Fax 1 (250) 832 1076

Complaints/Suggestion Process

If a Person Supported is receiving SACL services and wants to share a concern or complaint, SACL encourages them to do so.  SACL values their input and it helps SACL to continue to improve.

The employee receiving any complaint collects as much information as possible from the Person Supported. A formal complaint must be submitted in writing (Complaint Form) and have a proposed resolution from the complainant.

The employee receiving the complaint determines:

  • If a critical incident report needs to be filed
  •  If the complaint needs to be referred to a more appropriate person or agency to resolve (key worker, management, CLBC)

If the concern is about another person:

  1. The Persons Supported are encouraged to speak directly with that person immediately
  2. If Persons Supported feel they need help, they can talk to their key worker
  3. The Persons Supported and key worker may decide to meet with the person involved so that they can talk about the problem/issue
  4. The Key Worker may talk with the Services Manager to get advice
  5. If there is no resolution, Persons Supported may make a formal complaint (All formal complaints must be submitted within 14 days). The Key Worker can help fill out a Formal Complaint & Suggestion Form
  6. The Services Manager may arrange a mediation meeting and make sure notes are taken
  7. Within 3 business days – The Persons Supported will be contacted regarding the progress of their complaint
  8. Within 5 business days documentation of the mediation meeting will be distributed in a format appropriate for the Persons Supported
  9. Within 7 business days, unless otherwise noted, investigations should be completed and complaints resolved
  10. If there is still no resolution, then the formal complaint will be submitted to the Executive Director
  11. Within 5 business days the Executive Director will review and investigate the complaint
  12. Within 10 business days of receiving complaint, the Executive Director will hold a mediation mtg, propose solutions and minutes distributed to all in an appropriate understandable format
  13. If issue continues, the Executive Director may need to address further, consult with CLBC or other applicable agencies
  14. Resolution will occur no later than 20 days after receipt of the formal complaint

If the concern is about the services you are getting:

  1. The Person Supported should speak with their key worker immediately
  2. If the Person Supported can’t talk to their key worker then they can speak with the Services Manager
  3. If there is no resolution, Persons Supported may make a formal complaint (All formal complaints must be submitted within 14 days). The Key Worker or the Services Manager can help fill out a Formal Complaint & Suggestion Form
  4. The Services Manager may arrange a mediation meeting and make sure notes are taken
  5. Within 3 business days – The Persons Supported will be contacted regarding the progress of their complaint
  6. Within 5 business days documentation of the mediation meeting will be distributed in a format appropriate for the Persons Supported
  7. Within 7 business days, unless otherwise noted, investigations should be completed and complaints resolved
  8. If there is still no resolution, then the formal complaint will be submitted to the Executive Director. The process may include one or more of the following:
    1. Talking to the complainant
    2. Talking to others involved
    3. Reviewing documentation
    4. Meeting with the team to determine solutions
  9. Within 5 business days the Executive Director will review and investigate the complaint
  10. Within 10 business days of receiving complaint, the Executive Director will hold a mediation mtg, propose solutions and minutes distributed to all in an appropriate understandable format
  11. If issue continues, the Executive Director may need to address further, consult with CLBC or other applicable agencies
  12. Resolution will occur no later than 20 days after receipt of the formal complaint. The Executive Director will provide written notification to the complainant regarding the actions to be taken in resolving the issue.

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