The Old Brewery Mission (“the Mission”) is committed to maintaining a workplace and living environment that provides employees and clients with a high standard of service. We want any shortcomings or problems to be brought to the attention of the appropriate administrative bodies so that corrective action can be taken. A client, partner or third party connected with the Mission may at any time lodge a complaint about a situation they consider problematic.
To this end, the Mission has established this procedure in order to provide a clear and transparent mechanism for handling complaints about the quality of service provided to its clients. This procedure ensures that complaints are handled confidentially and diligently, in a manner that respects the right of the client or third party to express their satisfaction or dissatisfaction with the services received.
This complaints process does not cover whistleblowing. Whistleblowing means bringing to the attention of the competent authorities, after analysis, serious facts requiring appropriate action for the sole purpose of protecting a minor or adult who, because of age or physical or mental incapacity, is unable to protect themselves against situations such as neglect or abuse.
This complaints process is designed to prevent and correct rights violations, abuse, negligence, omissions and errors by both clients and employees with regard to the people who frequent the Mission.
The purpose of this process is to:
This procedure applies to clients, their representatives, the Mission’s partners and any third party connected with the Mission.
A complaint is the act of reporting an objectionable activity, state of affairs or behaviour to an administrative, civil, criminal or disciplinary authority. It may be filed in any of the following circumstances:
The complainant believes that service delivery needs to be improved;
By bringing a dissatisfaction or problematic situation to our attention, the complainant:
The Mission undertakes to establish the following promotion mechanisms:
The Mission also undertakes to promote the complaints process in training for new employees.
The complaints process will be posted on the Mission’s website at : missionoldbrewery.ca/en/incident-report
Staff members who become aware of a complaint from either a client or a colleague must at all times intervene in a confidential and caring manner. The success of the process depends on it.
Our services welcome people with a wide range of physical, mental health and addiction issues. It is natural that living together would be difficult at times. We are there to intervene and provide support when needed. It is not necessary to file a complaint if a client has a concern or conflict with another client or a staff member.
In the event of conflict, we encourage everyone to:
All Mission employees are required to intervene and advise their supervisor of any problematic situation that arises, even if no formal complaint has been filed. Using the complaints process, however, ensures that the issue will be analyzed and addressed promptly and formally.
It is important that clients feel safe and treated with dignity. When a client or third party informs a staff member of dissatisfaction or a problematic situation, the staff member is required to take action.
If the solution that is implemented does not meet the expectations or needs of the person who expressed dissatisfaction, they should be referred to the complaints process.
There are two ways to file a complaint:
If a client refuses to write a complaint or has difficulty doing so, staff are required to provide assistance.
Step 1: Write and submit the complaint
Once the form has been filled out, it can be submitted in the following ways:
Any employee who receives information concerning dissatisfaction on the part of a client or a person outside the organization must refer the client or person to this process or help them file a complaint.
If the form is in hard copy (see attached document), the staff member should scan it and email it to Human Resources at firstname.lastname@example.org, as well as to the director of the department concerned. Any additional information provided by the client should also be included.
If the complaint is submitted online, Human Resources forwards the form to the appropriate management team.
Step 2: 24 to 72 hours after receipt of complaint
Senior management reviews the complaint and analyzes it in confidence within 24 to 72 hours. Depending on the situation, senior management may determine corrective action to be taken by the operations management team to address the complaint or request further information.
Step 3: Within 14 days after the complaint is filed
A member of the management team follows up with the complainant and informs them of the results of the analysis and any corrective action taken.
Step 4: Within 30 days after the complaint is filed
The management team writes a summary of the actions taken to address the complaint and the results of their intervention on the last page of the complaint form. The form is then sent to senior management and Human Resources. If necessary, there is a second follow-up with the complainant.
The Old Brewery Mission is committed to efficient processing of complaints about services delivered at external sites and/or with partners. To promote resolution and follow-up, while taking into account the responsibilities of each partner, a committee will be set up and will be responsible for ensuring that the process is followed.
In the event of dissatisfaction with the handling of a complaint or at any point, another complaints process is available to users of our services. We can recommend that the person file their complaint directly with the Service Quality and Complaints Commissioner at the CIUSSS du Centre-Sud-de-l’Île-de-Montréal:
1311 Sherbrooke Street East, Montreal, Quebec H2L 1M3