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Policy For: Leo Compliments, Complaints, Suggestions & Appeals

Purpose:

To ensure there is a process in place for receiving and responding to compliments, complaints, suggestions and/or conflicts that could arise regarding a LEO service or activity.

Policy Statement:

LEO works in partnership with clients/caregiver families, staff, visitors and volunteers to resolve service complaints in a fair and equitable manner, within the context of available resources. All complaints will be followed up within 24 hours with a resolution achieved in an appropriate and timely manner.

Procedure:

  1. Anyone with a complaint (clients/caregivers, families, staff, visitors and volunteers) is encouraged to bring his/her concern forward either verbally or in writing to the appropriate person.
  2. All complaints will be dealt with in a courteous and respectful manner allowing the client to express his/her concerns prior to giving a response.
  3. A complainant with a concern will follow these sequential steps:
    1. The complainant informs the appropriate staff member about the complaint
    2. The above mentioned staff member makes every effort to resolve the concern by such methods as:
      1. Meeting with the complainant to discuss all details pertaining to the complaint, and to explore potential solutions.
      2. Conducting a thorough review and investigation of all aspects of the complaint with other parties who may have been involved.
      3. Calling upon the assistance of another staff member or Program Manager to brainstorm potential solutions.
      4. Bringing forward the concerns for discussion at a Team Meeting.
      5. Meeting with the E.D. to explore the feasibility of any other solutions.
  4. If a satisfactory solution still cannot be achieved, the complainant may contact the E.D. directly by telephone or in writing and may request a personal meeting.
    1. The E.D. meets with the complainant and responds in writing within 10 working days.
  5. If satisfactory solution cannot be achieved with the E.D., a complainant may contact the chair of the Board of Directors in writing.
    1. The chair may refuse to deal with the issue if the previous steps have not been followed.
    2. A meeting may be held with the Chair, the E.D. and the complainant.
    3. The decision rendered by the chair on behalf of the board will be final.
  6. The complainant will be informed of the progress toward a solution.

Individual Complaint/Appeal Form