Should you have any concerns or complaints about the services at the Golden Family Center, please let us know. We will respond to all complaints in a timely and respectful manner, reflecting our commitment to provide quality services.

Complaints are accepted verbally and in writing. When making a complaint, we encourage you to share as much detail as possible and include your contact information. While you can make an anonymous complaint, it is sometimes difficult to follow-up due to insufficient information.

Step 1

When possible, you are encouraged to speak first with the staff member connected to your concern, in order to arrange a meeting to address your concerns. You have the right to have an advocate present during this or any subsequent meetings if you so prefer.

Step 2

If resolution is not reached at Step 1, please contact the Executive Director (ED) to arrange a meeting or speak over the phone. The ED will mediate between you and the staff person involved regarding your concerns.

Step 3

If resolution is not reached at Step 2, the ED will, with your consent, advise the Board of the Golden Family Center and request that a Complaints Committee review your concerns and meet with you.

If the above steps do not resolve your concerns, you may contact the following organizations for assistance:

• BC Ombudsperson: 1-800-567-3247 / www.ombudsman.bc.ca
• BC Representative for Children and Youth: 1-800-476-3933 / www.rcybc.ca
• MCFD Complaint Resolution – Interior Region: 250 417-4176