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ABTN Dispute Resolution/Complaints Policy

1. Introduction
At the Alberta Black Therapist Network (ABTN), we are committed to providing high-quality mental health services. However, we understand that there may be occasions when clients or their families may be dissatisfied with our service. This policy outlines the procedures in place to handle and resolve such concerns.
2. Purpose
The purpose of this policy is to ensure that:
  • Clients and their families have a clear understanding of the process for raising concerns.
  • Complaints are handled in a timely, confidential, and sensitive manner.
  • Continuous improvements are made to our services based on feedback.
3. Making a Complaint
3.1 Informal Complaint
Before resorting to formal processes, we encourage clients or their families to speak directly with the therapist concerned. Often, misunderstandings can be clarified and resolved promptly through direct communication.
3.2 Formal Complaint
If the concern remains unresolved after informal discussions, or if the client is uncomfortable with direct communication, a formal complaint can be lodged by:
  • Completing the Complaint Form available online.
  • Submitting the form by email.
4. Handling the Complaint
4.1 Acknowledgment
Upon receiving a formal complaint, it will be acknowledged in writing within 5 working days.
4.2 Investigation
  • The complaint will be reviewed by the complaints committee, who will not be directly involved in the matter.
  • The therapist involved may be interviewed to gather additional information.
  • The complaints committee will aim to conclude the investigation within 20 working days. If more time is required, the complainant will be informed
4.3 Outcome
Once the investigation is concluded:
  • The complainant will be informed of the findings and any actions taken.
  • If appropriate, remedial actions will be put in place to ensure similar issues do not recur.
  • If the complainant remains unsatisfied with the outcome, they may seek external review from a relevant professional body or regulator.
5. Confidentiality
All complaints will be handled with the utmost confidentiality. Only individuals directly involved in the investigation will have access to details of the complaint.
6. Continuous Improvement
Feedback and complaints are invaluable for our continuous improvement. Learnings from complaints will be incorporated into ABTN training and policy revisions.
7. Contacts
For further information or to lodge a complaint:

ABTN Dispute Resolution/Complaints Committee for Reviewing Public Complaints: Tasks and Responsibilities

1. Composition of the Committee:
The committee is composed of a diverse group of therapists i.e. psychologists, social workers, etc. (Do we need to have a legal or ethics representative or a member of the public/professional to sit on this committee?)
2. Receipt and Acknowledgment of Complaints:
  • Receive formal complaints and ensure they are logged in a dedicated register or database.
  • Acknowledge receipt of the complaint to the complainant within a stipulated timeframe (e.g., within 5 working days).
3. Preliminary Assessment:
  • Perform an initial assessment to determine the validity and nature of the complaint.
  • Decide if the complaint should be addressed through an informal or formal process.
4. Investigation:
  • Conduct a thorough and unbiased investigation of the complaint. This might involve:
  • Reviewing documents or records
  • Interviewing the complainant, the accused, and any witnesses.
  • Gathering any other necessary evidence.
  • Ensure that investigations are completed within a set timeframe (e.g., within 20 working days).
5. Deliberation and Decision Making:
  • Make decisions based on consensus or majority voting, as stipulated in the committee's charter.
  • Deliberate on appropriate actions or resolutions.
  • Analyze the evidence and findings from the investigation.
6. Communication:
  • Communicate the committee's findings and decisions to the complainant and any other relevant parties.
  • Ensure that communication is clear, unbiased, and respectful.
7. Recommendations and Actions:
  • Recommend remedial actions or sanctions when necessary.
  • Suggest changes to policies or practices to prevent future similar complaints.
  • Ensure the implementation of the committee's recommendations.
8. Record Keeping:
  • Maintain detailed records of all complaints, investigations, deliberations, decisions, and actions taken.
  • Ensure that records are stored securely and confidentially, and in compliance with data protection regulations.
9. Annual Review and Reporting:
  • Review the committee's processes and effectiveness annually.
  • Prepare an annual report detailing the number and nature of complaints received, actions taken, trends identified, and recommendations for the organization.
10. Continuous Learning and Training:
  • Stay updated on best practices for complaints handling and resolution.
  • Undergo regular training on subjects like ethics, cultural sensitivity, and conflict resolution.
  • Review and refine the committee's procedures periodically based on feedback and learnings.
11. Confidentiality and Impartiality:
  • Ensure that all matters brought to the committee are kept confidential.
  • Act impartially, avoiding conflicts of interest or bias in decision-making.
12. Collaboration and External Referrals:
  • Collaborate with other departments or bodies, when necessary, for more comprehensive investigations or for specialized expertise.
  • Refer matters to external bodies (such as regulatory or law enforcement agencies) when the issue is outside the committee's jurisdiction or expertise
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