Client Complaints Policy

The Parent Resource Centre (PRC) is committed to providing high-quality, accessible, and responsive programs and services. This policy outlines PRC’s approach to receiving, addressing, documenting, and resolving complaints from clients, participants, community members, and stakeholders. PRC views complaints as an opportunity to improve services and strengthen trust with the community.

Individuals may submit complaints to PRC in any format, including in writing, by email, or verbally. Information about the complaint process is available on PRC’s website, at program spaces, in accessible formats upon request, and is provided to clients during onboarding or introduction to client-facing programs and services. All individuals who raise a complaint will be treated with dignity and respect throughout the process. Information related to the complaint will be shared only on a need-to-know basis to protect privacy and confidentiality. PRC is committed to responding promptly to all complaints and ensuring that each concern is reviewed fairly and impartially. Individuals who submit a complaint will not face any negative consequences for raising their concerns in good faith.

The PRC will make every reasonable effort to respond to complaints in the official language (English or French) of choice of the complainant, whenever reasonably possible.