Clients Rights and Responsibilities

You have the right to

• Be treated with respect, fairness and dignity, no matter your ethnicity, religion, gender, race, age, abilities, or sexual orientation following the principles of the Canadian Charter of Rights and Freedoms (including freedom from abuse including humiliation, financial or other exploitation, retaliation, neglect, threats, punishment, physical, emotional or sexual abuse).
• Care that respects and includes your culture, customs, language, and religion.
• Be oriented to our centre and our services in a timely manner so you can make informed choices and actively participate in your care.
• Consent to or refuse any service at any time.
• Ask questions, seek clarification, share your thoughts or complain about the quality of the services you receive and our facilities without worrying about negative consequences.
• Have your personal information kept private and confidential (limitations explained in the confidentiality form).
• Control the sharing of your personal information. This includes the right to consent to or refuse the release of your information to third parties, except where required by law.
• Access your records in accordance with the Freedom of Information and Protection of Privacy Act.
• Support finding alternative and additional services if you need them.
• Be served in a clean and safe environment where health and safety protocols are followed.
• Referrals to appropriate services including legal entities and advocacy or self-help services.

You have a responsibility to

• Treat our staff and other clients with respect and dignity, following the principles of the Canadian Charter of Rights and Freedoms.
• Be mindful of your own actions, ensuring your behaviour doesn’t negatively impact the safety and well-being of others and the environment around you.
• Be actively involved in your care.
• Inform your provider, when appropriate, of any changes in your circumstances that could affect your ability to engage in your care.
• Share any concerns directly with us to help us better support you.

Complaints Process

Stage 1: Initial Complaint

You can raise your concerns directly with staff via phone, text, email, or in person. Staff will acknowledge your complaint within 5 business days. If the complaint can be handled informally, staff will work with you to resolve the issue. If this doesn’t address your concern or your complaint is serious in nature, your complaint will be escalated.

Stage 2: Complaint Review

You can contact the Program Manager/Director at 250-478-8357 or email pacificcentre@pcfsa.org. Your complaint will be acknowledged within 10 business days, and a meeting will be scheduled to review your complaint. If the Program Manager/Director is unable to resolve the issue, they will ask you to submit a Formal Complaint Form or letter to the Executive Director.

Stage 3: Investigation/Clinical Review

An investigation will start within 10 business days of receiving the formal complaint. You’ll have the chance to provide input, and a final report will be shared with you within 10 business days of the investigation being concluded, outlining the decision and next steps.

Stage 4: Board Review

If you’re not satisfied with the investigation outcome, you can submit your concern in writing to the Board of Directors. The Board will respond within 14 business days of their next meeting.

Stage 5: External Review

If you feel your issue is still unresolved, you can contact the Ombudsperson at 1-800-567-3247 or the Children’s Help Line at 250-310-1234. Indigenous clients may also seek mediation from an Elder.

If the matter involves a physician, you can connect with the College of Physicians and Surgeons an submit a formal, written complaint about a physician’s care or conduct via their online form, email (complaints@cpsbc.ca), or mail. Contact 1-800-461-3008 for assistance.

If the matter involves a nurse or midwife, you can connect with the BC Colleges of Nurses and Midwives and use the form on their website. Call 1-866-880-7101 for assistance.

If the matter involves a Registered Clinical Counsellor you may connect with BC Association of Clinical Counsellors  at 1-800-909-6303 ext. 223 and follow their complaint guidelines.

If the matter involves a registered social worker, you cam connect with the BC College of Social Workers. Complaints can be sent by email to complaints@bccsw.ca or by using the formal complaint form provided on their website. Call 1-877-576-6740 for assistance.

At any stage of the complaints process, you can seek external review from the Ombudsperson at 1-800-567-3247 or withdraw your complaint if you think it has been resolved.