• Read our Complaints Policy

What is a complaint?

A complaint is the expression of dissatisfaction about the service, actions, or lack of action by CMHA Cowichan Valley Branch as an organization or a staff member or volunteer acting on behalf of CMHA Cowichan Valley Branch.

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 please send them to [email protected]

Complaints may be received in writing (by mail, fax, email or web) or verbally (by phone or in person) to the CAO.

CMHA Cowichan Valley Branch 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-CVB can best respond. Where this doesn’t occur, a verbal complaint will still be documented.

Once per year, a report on all of the complaints received by CMHA-CVB will be presented to the CMHA-CVB Board of Directors as part of a report for review.

Responding to a complaint

CMHA Cowichan Valley Branch staff and volunteers are expected to listen and seek to understand 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 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-CVB’s Privacy Policy, all personal information of anyone submitting a complaint shall be handled sensitively and not disclosed to any unauthorized individuals.