Complaint Resolution Process for Clients

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Do you have a complaint?

Follow these steps to make sure it gets resolved:

Step 1

INFORMAL COMPLAINT

Speak directly with Employment Service Provider management staff about your complaint. This can be done by phone, email, in writing, or in person.

Management staff will review the complaint and determine a resolution, which will be provided to you in writing by email or mail. You will be asked to confirm in writing that you have received the decision. At that time, you can choose to accept the decision or escalate the complaint to the next level.

Step 2

FORMAL COMPLAINT

If you do not agree with the decision of a level one complaint, you can file a formal complaint with the Service System Manager (SSM). This can be done by completing the Fleming SSM Formal Complaint form found on this page or by requesting an electronic or paper form.

The SSM Quality Assurance Specialist will review the complaint and notify the Service Provider that a formal complaint was made. The Quality Assurance Specialist will communicate their decision to you and the Service Provider in writing by email or mail. You will be asked to confirm in writing that you have received the decision.
At that time, you can choose to accept the decision or escalate the complaint to the next level.

Step 3

ELEVATED FORMAL COMPLAINT

If you do not agree with the decision in level two, you can make an elevated formal complaint that will be reviewed by a panel.

The panel will consist of three representatives from two Service Providers located outside the community, who are without a declared conflict of interest with the Client or the Service Provider/employer in question, and the SSM Director.

The review panel will make a final decision about your complaint, which will be communicated to you in writing by email or mail.

You will be asked to confirm in writing that you have received the final decision.

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