COMPLAINTS MECHANISMS AND OTHER WAYS
OF PASSING ON FEEDBACK
A complaint is simply a request for assistance regarding a problem.
Complaints are a quality assurance measure enabling a home to improve its work practices.
You have the right to provide direct and honest feedback about the service you receive without fear of retribution.
The management of the home should actively seek feedback from you on all aspects of the services provided.
Information about both internal and external complaints processes should have been given to you upon entry to the home. Details could include contact people and phone numbers and steps to take. (See fact sheets on Making a Complaint and How to Raise Complaints Effectively)
In addition, residents / representatives have a right to request a copy of the home's policy for handling complaints at any time.
You have the right to have your concerns handled promptly, fairly, confidentially and with respect.
You have the right to access an advocate of your choice at any time. Your advocate might be a family member, friend or someone from an independent advocacy agency.