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Touchstone Family Association
Strengthening Families • Building Community

Touchstone is a non-profit community based social service agency. We have been providing services to Richmond and nearby areas since 1983.

Our services have primarily focused on preserving and enhancing family relationships. Through qualified staff, we offer a wide variety of professional services to the community.

 

Client Complaint Procedure

You will be informed as you are oriented to the program that you have rights and responsibilities, while participating in the program, including the right to file a complaint without fear of harassment, financial or personal retribution.
 
Concerns or complaints can be expressed by:
  • talking directly to the person you are complaining about
  • speaking to any staff person
  • speaking to the Program Director
  • requesting a meeting with the Executive Director
You will be encouraged to progress through each step above, as required or needed.
 
Concerns or complaints may be expressed either verbally or in writing, and you can appoint an advocate to assist you in expressing the concern.  Your counsellor will submit a TFA Complaint Form on your behalf to the Program Director, within five business days or sooner, upon receiving your complaint.  If you would prefer not to put the complaint in writing, the your keyworker/counsellor will take notes regarding the details of the complaint, where appropriate.
 
You may also contact your Social Worker to request their support in resolving the issue.  You also have recourse to contact the provincial Office of Children and Youth (1.800.476.3933) to file a complaint and seek the Representative’s support to resolve the issue.
 
You can also seek support by contacting the Family Advocate at the Ombudsman office. Staff will immediatley report any complaints by you to the Program Director, who will report to the Executive Director, whether the concern is resolved or not. 
 
If the complaint has been reported as being already resolved, the Program Director and the Executive Director will review the matter to discern if any further action is needed. Such action may include an interview with or an apology to you, an interview with any staff involved, a review of program policy or practises, review with the Association’s management team, a review with the program team, etc.
 
If the complaint has not been resolved, the Program Director and/or the Exectuive Director will intervene to seek resolution to the issue within fifteen business days (after the complaint has been filed).
 
If a program policy or practise conflicts with resolution of the issue, the matter will be considered by the Executive Director and/or the management team. The Executive Director may make an exception to policy to accommodate a special need or circumstance for you.  Where the policy is inconsistent with the program objectives or the Association’s principles and philosophy of service delivery, or is deemed to be unfair, the management team will review and revise the policy or practise. 
 
TFA will communicate any complaints made by you against our programs and/or staff to the Ministry of Children and Family Development(where appropriate) and the Board of Directors. This will inlcude the outcome of the attempt at resolution of said complaints.  The Ministry of Children and Family Development(where appropriate)  and Board of Directors shall also be informed of any failure to resolve complaints, to your satisfaction and within the Association’s paremeters, through our internal complaints resolution process. 
 
All complaints will be resolved to the satisfaction of all parties within thirty (30) business days, or by a mutually agreed upon time frame.