Family Services of Greater Vancouver respects the right of all children, youth and families to be heard, informed and involved in decision making in matters affecting them. In keeping with this, all participants in agency programs, and in the case of children, their parents/guardians, have the right to grieve or complain about any program decisions or actions impacting on their lives or the lives of their children.

A statement of grievance or complaint may be taken to any of the following:

– the person with whom they have the complaint, or
– a staff member with whom they feel comfortable, or
– the program manager, or
– the program’s associate executive director.

• A response will be given within 30 working days. 
• Appeals may be made in writing to the Executive Director.
• Individuals may utilize the support of advocates or other assistance during this process.
• The filing of a grievance will not result in retaliation or barriers to service.