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Together, focusing on healthy communities


FHC is committed to effectively addressing any complaints or concerns experienced by our clients at any time during the provision of our programs and services. We will respond to any complaint or concern received in an equitable, timely and respectful manner. All complaints will be given due consideration without reprisal or discrimination.


All complaints will be followed up with within 10 working days. Complaints may be lodged in the following ways: 

   - In Person communicating with any staff member or the Executive Director.

   - By Telephone communicating with any staff member, or leaving a voice mail on their answering machine. 

   - By Emailing the following address: 

   - In Writing by letter, by completing a hard copy of the Client Complaint Form or by using the electronic form below. All written complaints should be addressed to the Executive Director. Hard copies of the Client Complaint Form is located in the reception area at all FHC sites. 

The organization will continuously inform all clients of the process involved in filing a complaint, the opportunities available for resolution, and will provide any required accommodations to ensure there is equitable access for all clients. During the delivery of program and services, it is the responsibility of every employee to ensure that clients are aware of the organization’s Client Complaints Resolution protocol. Procedurally, all aspects of a complaint will be handled in a confidential manner. 

All complaints will be documented and all documentation kept in a secure location. Complaints that are deemed a risk to the organization will be brought forward to the board of directors by the Executive Director and any complaints related to the violation of board governance policies will be reviewed by the board. When a complaint involves allegations of illegal or unethical behaviour, the organization may be required, by law, to share this information with the relevant external authorities.

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