FHC is committed to effectively addressing any feedback or complaints about our clients’ experiences with our programs and services. We will respond to any feedback received in an equitable, timely and respectful manner. All feedback will be given due consideration without reprisal or discrimination.
All feedback will be followed up with within 10 working days. You can log your feedback in the following ways:
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 CEO 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.