Unison Complaint Procedure
Youth In Care
Policy for Hearing, Acknowledging and Addressing Complaints
All complaints regarding alleged violations of the rights in care and complaints by children in care may be conveyed by youth, parents and other individuals who wish to lodge a complaint, verbally or in writing with respect to the alleged violations to the Executive Director or Managing Director of Unison Treatment Homes for Youth. Any complaints conveyed to foster parents or staff, are to be forwarded to the Executive Team and documented in writing using the Complaints Form, a Note to File or email, describing in full detail, the complaint and any course of action taken following the reporting of the complaint. The Executive Team shall conduct a review or ensure that a review is conducted on the complaint of a child in care; the child’s parent; or another person representing the child including the foster parent or CSW, acknowledging the complaint and providing any immediate actions available within 24 hours. Unison will seek to resolve the complaint as soon as possible and update those involved when requested or at a minimum of 15 days from the time the complaint was registered. Where the complaint is not resolved within 15 days, Unison will provide updates when requested by the person who submitted the complaint every 15 days until the complaint is resolved. If it is determined during the review that there has been a violation of the rights of a child in care under Part II of the Act, the service provider will determine whether there are any measures that could be implemented to prevent the same violation from recurring and implement any such measures.
A log of documented complaints, actions taken to resolve them, and outcomes and actions to prevent recurring rights violations will be maintained and stored at head office. Every effort will be made to ensure that any person who is informed of the results of the complaints review understands those results.