When a complaint is made to HCSCC

Our Role

When a complaint is referred to us, we may:

  • notify you of the complaint in writing, along with details of the complaint and expected next steps.
  • assist the complainant to make reasonable attempts to resolve the problem directly with you within 30 days.
  • provide training and coaching about making and responding to complaints.

If the problem is still not resolved, we will assess the complaint further. We will determine whether a complaint needs to be:

  • informally mediated.
  • referred for conciliation.
  • investigated.
  • referred to a health professional registration board (if the complaint involves a healthcare provider).
  • referred appropriately.
  • closed.

At all times we commit to:

  • acting independently, impartially and in the public interest.
  • protecting consumers involved in a complaint from reprisals, threats or intimidation in any way related to the complaint.
  • making recommendations to improve safety and quality in service delivery.
  • monitoring and reporting complaint trends.

Your Role

You can help us by:

  • trying to resolve the complaint directly with the consumer.
  • responding promptly to us when we ask questions about a complaint.
  • contacting us if you have questions or concerns.
  • cooperating with alternative dispute resolution processes such as mediation and conciliation if we recommend them.
  • implementing service improvements if we recommend them.

All information that is given to us is confidential. We are bound to confidentiality by law and we take our obligations to confidentiality very seriously. We have stringent safeguards in place to protect the privacy of both parties in a complaint.