Complaints Process



Complaints Process

We hope you find our programs and services helpful. However, if you do have a complaint about any of our programs and services, we welcome your comments and feedback. We will do everything we can to resolve your complaint and help you get back to focusing on why you came here in the first place.

Here are the steps you can take if you do have a complaint:

1. Talk to your counsellor or staff member involved directly about your complaint. Let them know how you feel. They will make every effort to resolve the complaint with you.

2. If you feel that your complaint has not been resolved by addressing it directly or if you are not comfortable speaking with the staff member or counsellor directly involved, you may make a formal complaint in writing to the counsellor or staff member or their Program Manager. You may also escalate your written complaint to a director:

For clinical programs, please email Kathy McLellan, Director of Clinical Programs at

For community programs, please email Laurie Kohl, Director of Community and Provincial Programs at

For donor services, please email Lucy Isham-Turner, Director of Development

Your complaint will be addressed by the person to whom you sent it. A copy will be given to you and will also be given to both the Program Director and Executive Director.

3. If you still feel that your complaint has not been resolved, you may choose to meet with the Program Manager, Program Director, or Executive Director in person to resolve your concern.

4. If an in-person meeting with our staff does not help resolve your complaint, you may send a written complaint to our Board of Directors. A representative of the Board will meet with you to decide how best to resolve your issue. A final report will be sent to you, the staff member directly involved, and the staff member’s direct supervisor.