Complaints
The Canadian Mental Health Association, Kelowna Branch (CMHA Kelowna) values your feedback and strives to ensure any concerns or complaints are responded to in a prompt, fair and respectful manner.
What is a Complaint?
A complaint is the expression of dissatisfaction about the service, actions, or lack of action by CMHA Kelowna as an organization or a staff member or volunteer acting on behalf of CMHA Kelowna.
Examples may include but are not limited to:
- A mistake or error made by a staff member or volunteer
- Unfair or impolite treatment by a staff member or volunteer
- A staff member or volunteer not doing something agreed upon
Submitting a Complaint
If you would like to submit a concern, feedback or a complaint you can do so in writing (by mail, fax, or email) or verbally (by phone or in person). CMHA Kelowna encourages complainants to submit in writing where feasible. This will ensure all details of the complaint are captured accurately so that the most appropriate person within CMHA Kelowna can best respond. Where this doesn’t occur, a verbal complaint will still be documented.
Canadian Mental Health Association, Kelowna Branch
504 Sutherland Avenue
Kelowna, BC, Canada
V1Y 5X1
Phone 250-861-3644
Fax 250-763-4827
Email: inquiries@cmhakelowna.org
Complaint forms may also be obtained in person at 504 Sutherland Avenue, Kelowna, BC.
Once per year, a report on all of the complaints received by CMHA Kelowna is presented to the CMHA Kelowna Board of Directors as part of a report for review.
Responding to a Complaint
CMHA Kelowna staff and volunteers are expected to read or listen to any concerns, feedback or complaints with respect and empathy. Once your complaint has been submitted, you can expect to receive acknowledgement within two business days that the complaint has been received and will be responded to.
Every effort will be made to respond to feedback and resolve any concerns or complaints received in a timely manner. Most complaints will be addressed within 10 business days. In more complex cases, complaints are expected to be addressed within 20-30 business days.
Subject to CMHA Kelowna’s Privacy Policy, all personal information of anyone submitting a complaint shall be handled sensitively and not disclosed to any unauthorized individuals.
CMHA Kelowna’s Complaints Policy was last reviewed January, 2020.
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