Privacy Policy

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:
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:
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
4.3 Outcome
Once the investigation is concluded:
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:
3. Preliminary Assessment:
4. Investigation:
5. Deliberation and Decision Making:
6. Communication:
7. Recommendations and Actions:
8. Record Keeping:
9. Annual Review and Reporting:
10. Continuous Learning and Training:
11. Confidentiality and Impartiality:
12. Collaboration and External Referrals: