Concerns/Complaints

We recognizes that clients and staff of CMHA HPE may experience different viewpoints on occasion. We are sensitive to the need for clients to express their concerns, complaints and/or grievances.

As a first step, individuals are encouraged to discuss and attempt to resolve any issues directly with their counsellor/worker. If the issue cannot be resolved in this manner, the individual has the right to initiate a formal complaint procedure within one month of the incident.

At this stage, a letter may be written to the counsellor/worker’s immediate supervisor.  If the response is not considered satisfactory, the individual may submit a written letter to a Director. Should the response remain unsatisfactory, a letter may then be written or emailed to the Chief Executive Officer or the Board President.

Individuals will receive a response to their concern or complaint by the respective supervisor, director and/or the CEO as applicable within two weeks of receipt of the concern or complaint.