Should you have a complaint or concern with the services you are receiving, including concerns that your client rights have been infringed or violated, we encourage you to assist us in resolving the matter by following these steps:
It is important to know that no complaint will result in you losing service, we are committed to making sure you are heard and respected.
1. If you require the services of an advocate or other assistance, we encourage you to do so as soon as you can. Information on advocates in the area can be found in the Community Resources in the Elk Valley guide. You have the right to employ an advocate at any point in the complaint process.
2. All formal complaints must be submitted, in writing, to the CBFRS main office
3. The office must tell you, in writing, that they have received your complaint within 5 days of receiving it.
4. The office has to reach a decision about your complaint within 30 calendar days, during which time we have to respond in writing. The CBFRS recognizes that 30 days is a long time to wait for a decision so we will do our best to give you a reply in writing in 10 business days.
5. You have the right to appeal any decision made by the CBFRS. You can do this by submitting an appeal in writing, following steps 1-4 above.
6. The staff of the CBFRS also have the right to employ the use of an advocate at any point in the complaint process.
7. If your complaint could also be directed to an outside review process such as the MCFD complaint process or the BC Human Rights Tribunal, staff will inform you of those specific processes.