Complaints process review
Review of the complaints process
We undertook a critical review of our complaints process to identify opportunities to make it safer and more accessible for 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 complaints process:
- accessibility
- cultural safety
- formal versus soft complaints
- communication
- resolution and accountability
- self-identification and data collection
Recommendations to address these key themes have been fully endorsed by the board. We are working to implement the recommendations and will be reporting on the progress of this work.