Client Complaint Process

If you have major concerns with Lutherwood's service or staff, we want to know and are committed to investigating and resolving the complaint. We want to know about it and will ensure there will not be any negative consequences for making a complaint in good faith.

We will ensure that the complaint procedure is carried out in a timely fashion while recognizing some time may be needed to bring the necessary people together. , You are able to access external support at any time throughout the process

STEP ONE: The first step to resolving complaints is for you to talk with your designated staff.

STEP TWO: If you are dissatisfied with the response and feel your concerns have not been satisfactorily resolved, the staff member will ensure your concerns are clearly and accurately communicated in writing. We will then help you contact a Program Supervisor, Manager, Assistant Director or Director in that order. The staff member will facilitate contact between you and one of the above individuals in a way that best supports you and the circumstances involved.

STEP THREE: Ongoing unresolved issues may be escalated to the Chief Executive Officer or his/her designate either by phone or in writing. Staff will assist you in making contact or by providing you with contact information. The CEO will review the issue and seek perspectives from those involved to help resolve the complaint in a timely and equitable manner.

Each step will be acknowledged within 3-5 business days and resolved within 14 business days from the point it was acknowledged. If meeting defined timelines is not possible, you will be notified verbally or in writing that it will take longer and the reason for the delay.

If your concerns cannot be addressed at Lutherwood, you may write to and/or call the Office of the Child and Family Services Advocacy. You can also, at any time, submit your concerns in writing to the Ombudsman, Member of Parliament or the Prime Minister. Lutherwood staff cannot read this correspondence.