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Complaints Policy

EFry is committed to operating with integrity and providing quality services. Those who believe this commitment has not been met have the right to submit a complaint. Complaints may come from clients, donors, researchers, or the general public.

EFry has a grievance procedure to ensure complaints are addressed promptly and impartially, in accordance with applicable legislation, licensing requirements and accreditation authorities.

External Grievances

Complaints from donors, researchers, and the general public are acknowledged in writing within 5 working days, and forwarded to the CEO, who will attempt to resolve the matter within 10 working days.

Client Grievances

Clients are provided with a written description of EFry’s grievance procedure and a Client Grievance Form when they apply to the Program. Program staff are responsible for advising clients of their rights and of the grievance procedure, including that a staff member will assist them to complete the form and file a grievance.

If a client expresses a concern or makes a complaint concerning their application to or involvement in a Society program, s/he has recourse to the following steps:

  • The client will discuss the matter fully with the Program supervisor, who will take any corrective action required within the boundaries of his/her authority. The supervisor will notify the department director of the client’s concerns and the action taken.
  • If agreement is not reached and the client is still dissatisfied, the client may submit his/her concern to the department director within 10 working days of the date of the concern being raised with the supervisor. Failure to abide by the time limit may terminate further pursuit of the grievance. Programs will provide a copy of the Client Grievance Form (posted on EFry ’s Intranet), and clients are encouraged to use it. Clients have the right to ask assistance of another person to speak on their behalf or help fill out the grievance form.
  • The manager will acknowledge receipt of the grievance to the client in writing and will notify the supervisor within 48 hours of receiving the grievance. The manager will take any corrective action required, within the bounds of his/her authority, within 10 days. The manager will notify the Executive Director of the client’s grievance and of any action taken.
  • The client will be provided written notification of the resolution of the complaint and an explanation of any further appeal or recourse within 10 days.
  • If the client is still unsatisfied with the outcome, the client may submit a request for intervention to the Executive Director, who will acknowledge receipt within 5 days. The Executive Director will take any corrective action required within 10 days and inform the client, in writing, of the resolution.
    When clients have rights to external grievance (i.e. Child Advocate), the individual will be informed and assisted, as required, to utilize the grievance mechanism.
 

You can submit a complaint, suggestion, or comment through any of the following methods:

  • Phone: 604-545-0437
  • Toll-Free: 1-888-879-9593
  • Email: info@efry.com
  • Mail: Elizabeth Fry Society of Greater Vancouver, 402 East Columbia, New Westminster, BC V3L 3X1
 

Grievances will be forwarded to the appropriate party upon receipt. If assistance is required, any EFry employee or volunteer can help.

At each step in the process, the grievance and action taken is communicated to the program directors and executive director.

All grievances and actions taken are reported to the EFry board of directors.

Where individuals have the rights to file an external grievance (i.e. through the BC Ombudsman), they will be informed and assisted, as required, to utilize that grievance mechanism.