Mentally healthy people in a healthy society.

Complaints

 

The Canadian Mental Health Association Mid-Island Branch values your feedback and strives to ensure any concerns or complaints are responded to in a prompt, fair and respectful manner.

Read our full Complaints Policy here.

What is a Complaint?

A complaint is the expression of dissatisfaction about the service, actions, or lack of action by CMHA Mid-Island Branch as an organization or a staff member or volunteer acting on behalf of CMHA Mid-Island Branch.

Examples may include but are not limited to:

  • A mistake or error made by a staff member or volunteer

  • Unfair or impolite treatment by a staff member or volunteer

  • A staff member or volunteer not doing something agreed upon

Submitting a Complaint

If you would like to submit a concern, feedback or a complaint you can do so in writing (by mail, fax, or email) or verbally (by phone or in person). CMHA Mid-Island Branch encourages complainants to submit in writing where feasible. This will ensure all details of the complaint are captured accurately so that the most appropriate person within CMHA Mid-Island Branch can best respond. Where this doesn’t occur, a verbal complaint will still be documented.

Canadian Mental Health Association, Mid-Island Branch
437 Wesley St.
Nanaimo, BC, Canada
V9R 2T8

Phone 250-244-4042
Fax 250-244-4045
Email: midisland.admin@cmha

Once per year, a report on all of the complaints received by CMHA Mid-Island Branch is presented to the CMHA Mid-Island Branch Board of Directors as part of a report for review.

Responding to a Complaint

CMHA Mid-Island Branch staff and volunteers are expected to read or listen to any concerns, feedback or complaints with respect and empathy. Once your complaint has been submitted, you can expect to receive acknowledgement within two business days that the complaint has been received and will be responded to.

Every effort will be made to respond to feedback and resolve any concerns or complaints received in a timely manner. Most complaints will be addressed within 10 business days. In more complex cases, complaints are expected to be addressed within 20-30 business days.

Subject to CMHA Mid-Island Branch’s Privacy Policy all personal information of anyone submitting a complaint shall be handled sensitively and not disclosed to any unauthorized individuals.

CMHA Mid-Island Branch’s Complaints Policy was last reviewed March 2019.