Client Policy

Midaynta Community Services is committed to providing an efficient and effective complaints handling service to their clients and to the community.  We are committed to ensuring that any complaints we receive are handled in a way that is responsive, fair and courteous, and that respects the privacy of the person making the complaint. Midaynta also commits to provide reasons for any decisions we make in relation to complaints we receive.Midaynta Community Services is committed to handling complaints in a way that respects people’s privacy and the confidentiality of the matter. The only people who will have access to information about your complaint are those who are working on resolving it.

If you have any concerns about the confidentiality of your complaint, inform the staff member who is handling your complaint.

A client has a right to complain about the care they have experienced, or any other concern they may have with Midaynta Community Services, its programs and services, and/or Midaynta staff, including issues related to privacy.  A complaint may be made in person, by phone or in writing by a client.
The responsibility for handling complaints or allegations shall rest with the Program Manager.  If not resolved at that level, it shall go to the Executive Director. The complaint will be brought to the Board of Directors at the discretion of the Executive Director, if the issue is unable to be resolved.
Informal resolution of difficulties should be sought between the staff member and the complainant, with the assistance of the Program Manager, whenever possible before the formal procedures are put into place.
The resolution of the complaint should be timely so as not to delay appropriate action for the complaint or cause undue stress for the client or staff member.

All complaints will be acknowledged within 48 hours and a response will be communicated to the complainant within 10 working days.

All records of every complaint will be documented and compiled by the Program Manager, who will report the summary of complaints to the Executive Director monthly. A complete record of all complaints will be submitted to the Board of Directors annually.

Complaints by Email/Letter:

  • If a complaint is received by a client regarding another staff member, the staff receiving the complaint should encourage the complainant to speak directly with the staff member themselves, or the Program Manager. If the client does not wish to speak directly to the staff, or not satisfied with the outcome of that discussion, the complaint should be directed to the Executive Director, who will then become involved.
  • The complaint will be documented by the staff receiving the complaint.  If the issue is not resolved to the complainant’s satisfaction, the Executive Director at their discretion may involve the Board of Directors.
  • Following a thorough review of the complaint, a conclusion will be reached which will be communicated to the complainant.  The Program Manager and/or the Executive Director will be responsible for contact and follow-up with the complainant within ten working days.

Complaints Regarding the Executive Director

  • The Board of Directors through its Executive Committee is responsible for complainants involving the Executive Director.
  • For complaints concern the actions of the Executive Director, the complainant may make their complaint to the Chair of the Board of Directors who, at their discretion, may refer the complaint to the Executive Committee for review. The Board will endeavor to provide a written response to the complainant within a reasonable period of time.

Reporting to Board of Director

The Executive Director shall report serious complaints that may put the organization at risk immediately to the Chair of the Board of Directors, who will bring the complaint to the Board of Directors.  A summary report of complains and outcomes is provided to the Board of Directors annually.

Guiding Principles

It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.   Review of complaints is fair, impartial and respectful to all parties.  Complainants are advised of their options to escalate their complaint to a more senior staff member if they are dissatisfied with treatment or outcome.  Complainants are provided clear and understandable reasons for decisions relating to complaints.  Updates are provided to complainants during review processes.   Complaints are used to assist in improving services, policies and procedures.

Types of Complaints

Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Midaynta Community Services as an organization or a staff member or volunteer acting on behalf of Midaynta Community Services.

Examples include but are not limited to:

  • perceived failure to do something agreed upon
  • failure to observe policy or procedures
  • error made by a staff member/volunteer
  • unfair or discourteous actions/statements by staff member/volunteer

Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.

Complaint Receipt and Handling

A complaint may be received verbally (by phone or in person) or in writing (by mail, email). An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that they have received it and will act on it.

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by a Midaynta Community Services staff member. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded.

Documenting the Complaint

It is necessary to keep a record of any complaint made to Midaynta Community Services. All information about such complaints must be recorded and submitted to the Program Manager. Information recorded will include a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.A summary of the complaints received including number and type will be reported annually to the Midaynta Community Services Board of Directors.