Client Complaint and Grievance Process

STEP 1 – Try to solve the problem face-to-face

a. Speak to the person you have a problem with.
b. If you feel unsafe or uncomfortable talking to the staff member directly or if you spoke to the person and you are not happy with their response, ask to speak to the supervisor of the person you are not happy with.

STEP 2 – If you are not happy with the supervisor’s response, you can write a letter to the Senior Manager. Submit your letter to the Manager of Quality Assurance and Performance Improvement.

You can write the letter in English or your language. You must send the letter within one month of the incident. The letter should include:
a. What you are complaining about
b. The date and time of the problem
c. What you want MOSAIC to do
d. Any other information that is important

You can ask a staff member to help you write the letter in English. If you write the letter in a language other than English, all response dates will be extended by 7 days.

STEP 3 – The Senior Manager will respond to your written complaint.

a. The Senior Manager will ask to meet with you within 7 days of receiving your letter.
b. Within 7 days of the meeting, the Senior Manager will send you a letter summarizing the meeting and what actions MOSAIC WorkBC will take.

STEP 4 – If you are not happy with the response, you can send your letter to the Director. You must send this letter within 7 days after receiving the Senior Manager’s letter.

a. The Director will ask to meet with you within 7 days of receiving your letter.
b. Within 7 days of the meeting, the Director will send you a letter summarizing the meeting and what actions MOSAIC WorkBC will take.

STEP 5 – If you are not happy with the Director’s response, you can send your letter to the CEO. You must send this letter within 7 days after receiving the Director’s letter.

a. The CEO will ask to meet with you within 7 days of receiving your letter.
b. Within 7 days of the meeting, the CEO will send you a letter summarizing the meeting and what actions MOSAIC WorkBC will take.

STEP 6 – If you are not happy with the response, you can send your letter to the Chairperson of the Board of Directors. You must send this letter within 7 days after receiving the CEO’s letter.

The Chairperson of the Board of Directors will send you a letter in response to your problem within 14 days. This will be MOSAIC’s WorkBC final decision.

STEP 7 – If you are not satisfied with the response in Step 6, you can contact an external agency or advisor for support.

WorkBC WILL NOT STOP OR LIMIT SERVICES TO YOU DURING THE GRIEVANCE PROCESS, UNLESS THERE HAS BEEN BEHAVIOUR THAT MAKES IT UNSAFE FOR STAFF TO MEET WITH YOU.