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Our WorkBC Centre team inspires participants to improve their working lives through active engagement and participation within our Centre’s services. Our Team is also committed to providing a meaningful experience resulting in sustainable employment. If we have not provided you with the supports that you required, we want to learn more.

We are committed to:

• Providing a prompt response – within one business day
• Treating you with courtesy and respect
• Working together to resolve your concern quickly
• Providing you with weekly updates if the resolution process takes more than 5 business days

As a participant, you have the right to prompt confidential service. You also have the right to services that are both inclusive and accessible. If you are not happy with the services:

• Discuss your situation with the person directly involved
• Treating you with courtesy and respect
• Work together to resolve the situation

Any complaints or decision reviews coming from a Member of Parliament, Member of the Legislative Assembly, member of an elected city council, Government of Canada, other Provincial Ministries or the media will be forwarded to the Ministry of Social Development and Poverty Reduction.

Resolving your Concern

Many disputes can be solved at the time they occur. If you have spoken with the WorkBC team member and have not come to a successful resolution, speak to our Centre Manager who will listen, ask questions and consider the situation. They will work with you to explore options leading to a successful resolution.

If you are not satisfied with the resolutions discussed, the Centre Manager will refer your concern to the Program Manager.

The Program Manager will speak with everyone involved to gain an understanding of the situation. You may request an in-person meeting to discuss your concerns, and are welcome to bring support. The Program Manager will respond to you in writing or arrange a meeting within 5 business days. If the resolution process takes longer than 10 business days, the Program Manager will provide you with weekly updates until the issue is resolved.

Further Steps

If you are not satisfied with the outcome, you may request a formal review by the Associate Director. The Associate Director will:

• Address your concern in a fair and transparent manner
• Maintain records and document the process
• Review your concern as part of our quality improvement process (ISO9001:2015)
• Notify the Ministry of Social Development and Poverty Reduction when a complaint has been escalated the executive level.

Process of Requesting a Formal Review

• Send a letter to the Associate Director
• We recommend that you be specific and provide the key information and facts

The request should be submitted within 20 business days of the date the resolution was provided by the Program Manager.

The Associate Director will review your request and investigate.

If the resolution process takes longer than 10 business days you will receive weekly updates until the issue is resolved.

The Associate Director will contact you and explain the final decision. Written notification will be provided to you. The decision at the end of a formal review is final.
Each step in the Review Process, including the nature of the complaint and outcome, will be documented in ICM.

The above process will assist the Contractor to identify possible gaps in either service or staff training. Once identified the Centre Manager and Program manager will meet to discuss solutions and an implementation plan if required.

Our Quality Management Plan includes Client Satisfaction Surveys to be completed either online or in a paper form at various intervals (after 3 months, after workshops and at 12 months) through the Client’s journey. All comments will be reviewed and if requested the Center Manager will connect with the Client.