Complaint Process

We can always do better!

Seasons House values the people who access our services, their families, our neighbors and our community partners. If you feel that you’ve received poor service, we want to hear about it.

Complaints can be made in person, by phone, in an email, or a handwritten note. A complaint form is available from front desk staff at Seasons House. 

How to submit a complaint

Step One: People can bring their complaints directly to the Seasons House staff person on shift. Staff receiving a complaint, if possible and appropriate, will work to resolve the issue.  

Step Two: All other complaints from the general public that cannot be immediately resolved will be addressed with the Executive Director.  Where possible, the complaint submitted in writing would be preferable. The Executive Director is responsible, none the less to address a verbal complaint. In this case, the Executive Director will document the verbal complaint. The Executive Director will notify the Board of Directors of the complaint. 

Step Three: The Executive Director, or a designate, will meet with the complainant within a week of receiving the complaint and will work cooperatively towards a solution that is satisfactory to all involved. 

Step Four: A member of the General Public, who believes the Executive Directors response to the complaint violates organization policies, may submit their complaint to the Complaints Committee of the Board of Directors (currently the Executive Committee). All relevant paperwork must be included as well as a letter indicating where policies have been violated by the Executive Directors response. (Where the Executive Directors decision does not violate policy, her/his decision is final).  

Step Five: The complainant will be notified by a letter regarding the Board of Directors’ response to their complaint. All documented complaints, including their resolutions, are to be kept in a locked filing cabinet.