Filing a complaint regarding dissatisfaction with services received

Why file a complaint?
If a person does not receive the services, or the quality of services, they believe they are entitled to, filing a complaint is a way to express that dissatisfaction. Complaints help identify service issues for users with the goal of improving service delivery.
The President of the Collective is responsible for ensuring the rights of CALACS service users are respected and for the prompt review of their complaints. She must apply the complaint review procedure adopted by the organization, study complaints while respecting the rights of the users, provide conclusions to the complainant, and, if necessary, make recommendations to the CALACS Coordinator.

Before filing a complaint
1. Ensure you have first contacted the Coordinator or the Intervention Supervisor.
During your first meeting with your support worker, she provided you with the “support worker’s Obligations.” If you believe she has not met these obligations, you must first discuss this with the Coordinator or the Intervention Supervisor. If, after this step, you do not see any change, you may file a formal complaint.

2. Have the necessary information and documents ready for a formal complaint.
To process your complaint, certain information may be helpful, such as:
✓ The name of the support worker involved in your complaint;
✓ The timing (date and time) of your interactions or the situation experienced or observed;
✓ A summary of the discussions held, actions taken, and/or results obtained;
✓ A copy of any documents exchanged with the CALACS Coordinator, if applicable.

Complaint Filing Procedure
Our services are free, and the information you provide is treated confidentially.

The following individuals are designated by CALACS to handle complaints:

• Sophie Fortier Mallette, Coordinator
  Email : coordination@calacs.dev-bix.com
  Tel : 418 665-2999, poste 3
• Gisèle Bouchard, President of the Collective :
  Email : gisele.bouchard11@gmail.com