Complaints should first be brought to staff in the relevant TBDSSAB program/service area. If the matter has not been resolved, complaints can then be escalated to the Office of the CAO, as per the Corporate Complaint Policy.

A complaint is an expression of dissatisfaction related to a TBDSSAB program, service, or staff member, where a person believes that TBDSSAB or its staff has not provided a service experience to the individual’s satisfaction at the point of service delivery and a response or resolution is expected.

In order for a complaint to enter the formal documentation, investigation and resolution process, it must meet one of the following criteria:

  • The complaint could not be resolved at the front-line staff level
  • The complaint was initially addressed or directed to a Management level or above

To enable the timely consideration of a complaint, specific details of the incident, conduct, or behaviour giving rise to the complaint should be provided. Complaints can be made:

TBDSSAB encourages complaints, where possible, to be submitted in writing (online, email or letter). Please review the Corporate Complaint Policy before submitting a complaint.