Clay Tree Society: Complaints Resolution Process 

Clay Tree Society is committed to resolving complaints and exploring resolutions by adhering to the following principles:

• Open communication and shared problem-solving are
• Participants are involved and listened to when resolutions are explored that affect
• Decisions are communicated in a timely and understandable manner, and participants may appeal a decision.
• People are treated with respect and

Complaints can arise from a variety of areas which include but are not limited to, disagreements, communication challenges, programing, planning, service delivery, facilities, participants, staff, management, the executive director and the board of directors. It could be a disagreement or communication challenges among employees and caregivers, or a conflict arising between participants or between participant and an employee, or any other difficulty related to planning or service delivery.  If this occur here are the steps to take towards reaching a resolution.

STEP ONE: DOCUMENTATION
Fill out the complaints form to ensure accurate record keeping.

STEP TWO:  SEEKING RESOLUTION
The form/complaint will be brought to the program manager (or designate) who will ^[1]investigate the complaint within five business days and provide written response.

STEP THREE: APPEAL TO THE EXECUTIVE DIRECTOR
If a participant/family is dissatisfied with the outcome of the Program Manager’s investigation and resolution process, they may appeal the decision (in writing) to the Executive Director.
– The Executive Director will conduct a review of the Program Manager’s investigation and resolution, and work with the participant/family to resolve the issue as quickly as possible.

STEP FOUR: APPEAL TO CLAY TREE BOARD

A. Complaint related to participant service:

If a participant/family is dissatisfied with the outcome of the review by the Executive Director (and it is related to participant service), they may appeal the decision to the Clay Tree Board who will review the situation and seek a resolution with all parties. The executive director will request involvement from a CLBC analyst to review the complaints resolution outcome and seek direction.

[1] Investigation Steps:
1. Exploring the root cause of the problem, areas of impact surrounding the issue, who is involved, and the effect that it has on everyone involved. 2. Discuss and consider alternatives with all parties. 3. Evaluate and discuss an alternative action plan 4. Implement and follow-up.

If none of these steps result in a resolution Clay Tree Society will provide information about the CLBC Complaints Process to participants/families or Advocate for Service Quality Adults with developmental disabilities and/or their advocates may access an alternative grievance process through the Advocate for Service Quality for complaints or conflicts involving services funded by the provincial government. The Advocate is an independent person who can respond to situations that require mediation or independent intervention. 

The Advocate for Service Quality
Website: Advocate for Service Delivery
Toll free 1-800-663-7867

1. Complaint related to executive director performance: If a participant/family has concerns regarding Executive Director performance or related to the outcome of the review by the Executive Director they may contact the Clay Tree Board of Directors who will investigate and notify the participant/family in writing of their decision. The Executive Director will provide contact details for Board member(s) who deal with complaints.