Complaints process review
Review of the complaints process
The College undertook a critical review of its complaints process to identify opportunities to make it safer and more accessible to Indigenous Peoples. This critical review was done by the Castlemain Group, which specializes in research, engagement and collaboration with Indigenous people, communities and organizations.
The review identified several key themes that highlight the current gaps in the College’s complaints process:
- cultural safety
- formal versus soft complaints
- resolution and accountability
- self-identification and data collection
The Castlemain Group presented the College with concrete recommendations to address these key themes, which have been fully endorsed by the Board. The College is currently reviewing the recommendations and developing an implementation plan, and is committed to reporting on the progress of this work.