Clay Tree Society: Complaints Resolution Process 

At Clay Tree Society, we want things to work well for you. If something is not right, you can make a complaint. We will listen and work to fix it.

We promise to:

  • Listen to you
  • Treat you with respect
  • Work on it quickly
  • Tell you what we decide in writing
  • Give you a chance to appeal if you disagree with a decision

A complaint can be about anything like a program, a staff member, how you were treated, your service plan, or anything else related to your support.

Complaints can arise from a variety of areas which include but are not limited to, disagreements, communication challenges, programming, planning, service delivery, facilities, participants, staff, management, the executive director and the board of directors. It could be a disagreement or communication challenges among employees and caregivers, or a conflict arising between participants or between participant and an employee, or any other difficulty related to planning or service delivery.  If this occur here are the steps to take towards reaching a resolution.

Step 1: Fill Out the Complaint Form

Fill out a complaint form to get started. It can be through our Complaints Resolution Form, or on paper. You can ask a staff member to help you fill it out. This helps us keep a record and look into the issue properly.

Step 2: The Program Manager Looks Into It

Your complaint will go to the program manager. They will look into what happened within 5 business days and send you a written response.

They will:

  • Find out what happened and who was involved
  • Talk with everyone affected
  • Work with you to find a solution
  • Follow up to make sure the solution is working

Is your complaint about the Executive Director? Contact the Clay Tree Board of Directors directly at president@claytree.ca or call reception and ask for a callback.

Step 3: Appeal to the Executive Director

If you are not happy with the program manager’s response, you can appeal to the Executive Director. Please put your appeal in writing.

The Executive Director will review what happened and work with you to resolve the issue as quickly as possible.

Step 4: Appeal to the Clay Tree Board of Directors 

If you are still not satisfied, you can appeal to the Clay Tree Board of Directors. Contact the Clay Tree Board of Directors by email at president@claytree.ca or call reception and ask for a call back

The Board will review the situation and work with everyone involved to find a fair resolution. If your complaint is about participant services, the Executive Director will also ask CLBC to review the outcome.

Step 5: Outside Help

If your complaint has not been resolved after these steps, Clay Tree will give you information about the CLBC Complaints Process.

You can also contact the Advocate for Service Quality — an independent person who can help with complaints about government-funded services. The Advocate can mediate or step in when needed.

Advocate for Service Quality

Toll free: 1-800-663-7867
Website: Advocate for Service Quality

Have questions? Ask any Clay Tree staff member for help.

Complaints Resolution Form

Clay Tree Society takes any concerns related our services very seriously. Here is our complaints process and guidance for action if needed.

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Are you making this complaint for yourself or are you making this complaint for someone else?
This person aware that you are making a complaint on their behalf?
Are you, or the person you are helping to make this complaint, currently receiving services from CLBC?