Complaint and Compliment Process
Southeast Child and Family Services (SECFS) commits to a high standard of services to the children and families of the eight First Nations it serves, and will respond to a complaint you may have about the services SECFS provides or the conduct of any of our staff.
Should you have a complaint about the service provided to your community or the conduct of one of our staff, please notify SECFS so that we can address your concerns. To assist us with a timely and respectful response, please follow the complaint process set out below.
Step 1 – Write and submit your complaint to your local SECFS office. Or, if you prefer, contact the local CFS office receptionist to assist you with writing your complaint.
The local SECFS Supervisor will be responsible to respond to the complaint. There may be instances where the Supervisor will refer the complaint to the Unit Manager and/or Director of Services for investigation. A response to your complaint should be received no later than 30 working days.
Step 2 – Should you wish to appeal the decision of your complaint, you may appeal to the SECFS Executive Director. Write and submit your request to appeal to the SECFS Executive Director. A response to your complaint should be received no later than 30 working days.
Step 3 – If you are dissatisfied with the decision of the SECFS Executive Director, you may appeal to the SECFS Board of Directors. Write and submit your request to appeal to the SECFS Board of Directors. A notification of receipt of response should be received no later than 30 working days.
Step 4 – If you wish to appeal the decision of the SECFS Board of Directors, you may file your complaint to the Southern First Nations Network of Care (“Southern Authority”). Please address your complaint to the attention of the Chief Executive Officer.