Complaint processing policy

Preamble

Our goal is to provide services tailored to the needs of each individual.

Client satisfaction is a key priority for the Centre d’aide aux victimes d’actes criminels (CAVAC) Côte-Nord, the victims of crime assistance centre for the Côte-Nord region. The Act respecting assistance for victims of crime contains measures designed to meet the needs and concerns of crime victims. It also defines the notion of “victim” and recognizes victims’ rights and responsibilities.

Section 2 of the Act gives crime victims the right to be treated with courtesy, fairness and understanding and with respect for their dignity and privacy. The assistance offered by the CAVAC Côte-Nord is based on these values and is available to all victims of crime, whether or not the perpetrator is identified, apprehended, prosecuted or convicted. The client base for the CAVAC Côte-Nord also includes the immediate family of crime victims and witnesses.

The CAVAC Côte-Nord code of ethics sets the standards of quality that clients are entitled to expect.

This policy has been drafted in keeping with the same principles. Its goal is to ensure that complaints are processed efficiently, helping to ensure the ongoing improvement of the services provided by CAVAC Côte-Nord while ensuring that each complaint submitted is dealt with fairly, respectfully and effectively.

1- Objectives


  • Establish a simple, accessible and uniform procedure for processing complaints, consistent with the values and principles stated in the CAVAC Côte-Nord code of ethics;

  • Specify the roles and responsibilities of each player;

  • Increase client satisfaction levels and improve the services provided.

2- Scope


The Complaint Processing Policy applies to all staff members at the CAVAC Côte-Nord.


3- Exclusions


This policy does not apply to complaints concerning the judicial process, challenges of court judgments, and complaints concerning situations for which recourses to other authorities already exist.


4- Definitions


The following definitions are used in the Complaint Processing Policy established to guide the procedure used to deal with complaints.

  • Complaint
    A complaint is a verbal or written expression of a client’s or partner’s dissatisfaction with the services received.

  • Client base
    The client base is composed of all persons who are victims of or witnesses to a crime, along with their immediate family.

  • Partner
    A partner is the representative of a public, private or community organization working with staff at the CAVAC Côte-Nord.

  • Services
    The main services provided by the CAVAC Côte-Nord are: post-traumatic and psycho-social intervention, information, technical assistance, support, and referral to specialized services.

5- Guiding principles


  • Open-mindedness
    The quality of the services provided to the general public is at the heart of CAVAC Côte-Nord’s concerns; for this reason, all complaints are dealt with in an open-minded, respectful and collaborative way.

  • Accessibilité
    The complaint submission form (In French) is available at all service points and on the CAVAC website.

  • Simplicity and speed
    Complainants must be able to express their dissatisfaction in writing (or verbally) to any CAVAC Côte-Nord employee, and be assured of receiving a quick response, with reasons, in clear and precise language.

  • Confidentiality and impartiality
    All complaints must receive the same degree of attention and be dealt with confidentially and impartially.

  • Quality improvement
    Complaints are an important tool in our ongoing work to improve the quality of the services provided.

6- Complaint processing procedure


  • An employee who receives a verbal complaint from a client must explain the complaint procedure and encourage the client to submit a complaint in writing;

  • Complaints in writing must be sent to the director’s office at CAVAC Côte-Nord;

  • Clients who are unwilling to submit a complaint in writing must be asked to contact the director’s office at CAVAC Côte-Nord to discuss the nature of the complaint;

  • Receipt of the complaint will be acknowledged within 15 days after the complaint is received;

  • The director’s office will process the complaint by conducting an internal investigation, and any measures taken will be communicated to the complainant within 30 days after receipt of the complaint is acknowledged;

  • Information on the complaint and on its processing will be recorded in a specific file kept in a confidential location.