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Conflict/Complaint Resolution

At CHOICES, we hope your adoption journey and process is a smooth one, however, there are times when conflict may arise or you are unhappy about the way something was handled. As these things can happen, CHOICES has a resolution of complaints procedure that we ask clients to follow:

1. CHOICES’ Conflict Resolution Policy, as set out below, is to resolve any conflicts that may arise between CHOICES and the Applicant/s during the adoption process:

a) A complaint may be made in writing, verbally, or by other means, such as an alternative communication device or with the assistance of an interpreter, to one of the office staff of CHOICES.

b) If the office staff of CHOICES do not resolve the complaint to the satisfaction of the Applicant/s, the Applicant/s may request an appointment with the Executive Director of CHOICES.

c) If the Executive Director does not resolve the complaint to the satisfaction of the Applicant/s, the Applicant/s may request a meeting with a committee of the Board of CHOICES. The Board shall provide the Applicant/s with a written response within 30 days of the meeting with the Applicant/s.

d) If the Board does not resolve the complaint to the satisfaction of the Applicant/s, the Applicant/s may make a formal complaint to the Director of Adoption, Ministry for Child and Family Development.

2. If the Applicant/s have a complaint regarding the social worker completing the home study of the Applicant/s, or a conflict with that social worker, the Applicant/s shall resolve such conflict/complaint directly with the social worker or if the Applicant/s do not wish to speak directly with the social worker, the Applicant/s may request an appointment to meet with the Clinical Director of CHOICES. If the Applicant/s have a complaint regarding the professional conduct of a social worker, or any matter that would normally be governed by the British Columbia College of Social Workers or the applicable governing body with whom that social worker is registered, the Applicant/s may complain directly to the Board or governing body.

3. If the Applicant/s have a complaint regarding a facilitator or agency retained by the Applicant/s or CHOICES to facilitate or assist the Applicant/s to adopt a child from another country, the Applicant/s shall resolve such conflict/complaint directly with the facilitator or agency, and shall inform CHOICES of the complaint or conflict.