STEP 1 – Try to Solve the Problem Directly
- Speak to the staff member you have a problem with to try to solve the problem.
STEP 2 – Contact the Supervisor
- If you feel unsafe or uncomfortable talking to the staff member directly OR if you spoke to them directly and are not happy with their response, you can ask to speak to a supervisor or call reception and leave your name and phone number for the supervisor to contact you.
- The supervisor will contact you within 3 business days by email or phone to set up a virtual or in-person meeting.
- Within 7 days of the meeting, the supervisor will send you a written response summarizing the meeting and what actions will be taken.
STEP 3 – Send Your Complaint to the Centre Manager
- If you are not happy with the supervisor’s response, speak to reception staff to obtain the contact information of the Centre Manager. You can send a written complaint to the Centre Manager. You can write the complaint in English or your own language. Our staff can help you write the complaint in English if needed. You must send the complaint within one month of the incident. It should include:
- What you are complaining about
- The date and time of the problem
- What you want the WorkBC Centre to do
- Any other information that is important
- The Centre Manager will contact you within 3 business days by email or phone to set up a virtual or in-person meeting.
- Within 7 days of the meeting, the Centre Manager will send you a written response summarizing the meeting and what actions will be taken.
STEP 4 – Senior Management Will Review Your Complaint
- If you are not happy with the Centre Manager’s response, you can email your complaint and any new information to the Quality Assurance Office at feedback@mosaicbc.org.
- A senior management team member will contact you within 5 business days of receiving your complaint by email or phone to set up a virtual or in-person meeting.
- Within 7 business days of the meeting, the senior management team member will send you a written response summarizing the meeting and what actions will be taken. We will inform the Ministry of your complaint.
STEP 5 – External Support
- If you are not satisfied with the response in Step 4, you can seek external advice or review from a legal advisor or unrelated outside agency.
Note: If you write the complaint in a language other than English, all response dates will be extended by 7 days.
The Centre will not stop your services because you submitted a complaint. However, services may be paused or ended, if we identify legitimate reasons, including but not limited to behaviour that creates a physically or psychologically unsafe environment for staff.
