Complaint & Concern Form

Complaint & Concern Form - New Item

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Complaint & Concern Process

Disagreements can sometimes happen. We hope you will first try to solve problems by talking to the person who the concern is with. If this does not work, or if you feel you want help solving the problem, you can ask for help. Tell someone you are comfortable with about your complaint. You can do this by phone call, in writing, or in person.

The program manager will review your concern and take action within 10 working days. They will check back with you and/or your support network to ensure the issue has been resolved. If your manager isn’t able to resolve the issue, they will go to the Director. If the Director isn’t able to resolve the issue, it will go to the CEO or designate.

If you feel your complaint is not being dealt with in a timely or fair manner, you can contact:
Mallory Finestone, Chief Operations Officer
604-454-7165

Kristine DeMonte, Chief Executive Officer
250-851-1973

If you are still unhappy with the result you can contact these people, who are here to help you.

CLBC Quality Service Analyst

1-855-664-7972

MCFD Complaints Specialist

1-877-387-7027

Advocate for Service Quality

1-800-663-7867

ASQ@gov.bc.ca

You can also make a complaint or raise a concern with Licensing, for any of our Licensed Homes.

Interior Health (Kamloops, Salmon Arm): Phone: 1-877-980-5118 or licensingdirect@interiorhealth.ca.
Vancouver Coastal Health (North Vancouver, Richmond): 1-877-993-9199 or pcqo@vch.ca
Fraser Health (Surrey): 604-930-5405 extension 765612 or hpsurrey@fraserhealth.ca
Vancouver Island Health (Greater Victoria, Campbell River):1-877-370-8699 or info@islandhealth.ca

Northern Health (Terrace):1-844-845-4200 or licensingconnect@northernhealth.ca

All concerns or complaints will be addressed in a serious, fair and timely manner. No reprisals or reduction in service will be made for bringing forward a concern or complaint.

Complaint & Concern Form

Name

Who is making the complaint?

Contact Information

What is the best way for us to contact you to discuss your concern further?

Regarding *

Please tell us more about your complaint or concern including details such as specific time and date, who the complaint/concern is about, what home/program/service is affected.

Individual Served Name

If this complaint or concern relates to an individual served by TCS, please enter their name here. Note this form is held on a confidential password protected location on our secure information management system and is only accessible to TCS assigned quality assurance and leadership staff.

Relationship to individual

If your complaint/concern relates to a specific individual(s), this is helpful for us to determine whether we are able to speak with you about that person. We must ensure that we are respecting each individual's right to privacy.

Reported to

Has this previously been reported either verbally or in writing to anyone at TCS? This will be helpful for us to find out if anything has previously been done to address your concern.

If other, reported via

Someone at TCS will be assigned to look into your complaint/concern and will take action within 10 working days. You will hear back within 5 days of our decision. You may appeal the decision and ask for help from CLBC or the Advocate for Service Quality.

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