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.
The Complaint Processing Policy applies to all staff members at the CAVAC Côte-Nord.
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.
The following definitions are used in the Complaint Processing Policy established to guide the procedure used to deal with complaints.
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.