Complaint/Feedback Process

Pursuant to SS 511 Policy on Complaints/Feedback Process, Kerry’s Place recognizes the right of each individual/family to question decisions and actions carried out by our organization. Kerry’s Place encourages those to bring their questions and concerns forward so that they may be dealt with positively and appropriately.

Click here to access the online Kerry’s Place Complaint/Feedback Form.
Click here to download the Kerry’s Place Complaint/Feedback Form (.pdf)

The following process has been developed to allow individuals, guardians/caregivers a way in which to resolve issues and concerns in a fair and timely way. We hope that the process will help to clarify issues that arise at the earliest possible stage of the matter at hand.

Step 1
Whenever there is complaint in any situation, the person(s) may bring the concern(s) to the appropriate supervisor for the area in which the complaint took place. Such issues should be brought forward promptly at a minimum within six (6) months. The parties will investigate to gather any and all relevant facts and provide a response within five (5) working days.

Step 2
Should the person(s) bringing forth the inquiry not be satisfied with the response received from the supervisor, the complaint shall be reviewed with the director of the respective program (or region). The director will follow up on the complaint and reply to the person having the complaint within five (5) working days. Any complaints deemed to be serious in nature will be addressed with a written response.

Step 3
Should the person(s) bringing forth the complaint still not be satisfied with the response, the complaint may be presented verbally or in writing, to the Regional Executive Director, addressing the reason(s) why they believe that their complaint has not been resolved. The Regional Executive Director will then investigate, take any corrective measures (if possible), and then reply (in writing if any complaints are deemed to be serious in nature) to the person bringing forth the concern within five (5) working days.

Step 4
If the person(s) bringing forth the complaint still feel dissatisfied, the person(s) may request that the complaint be forwarded to the Chief Operating Officer, who will review the matter and respond in writing to the person bringing forth the concern(s) within five (5) working days.

Step 5
If the person(s) bringing forth the complaint still feel dissatisfied, the person(s) may request that the complaint be forwarded to the Chief Executive Officer, who will review the matter and respond in writing to the person bringing forth the concern(s) within five (5) working days.

Step 6
If the person(s) bringing forth the complaint still feel dissatisfied, the person(s) may request that the complaint be forwarded to the Standards and Best Practices Committee for review. The committee will put forward an opinion/ recommendation/ response to the Chief Executive Officer for consideration within five (5) working days. The Chief Executive Officer will respond back to the person(s) bringing forth the complaint and the Chief Executive Officer’s decision is final.

Although it is our ardent hope that most problems can be sorted out easily and quickly, we want to assure individuals and their families/caregivers that their concerns will be heard and addressed.

For more information or to submit a complaint/feedback inquiry, please email feedback@kerrysplace.org.

Accessibility Complaints

Feedback on accessibility complaints may be given to any member of Kerry’s Place Management or the Human Resources Department. Please review the Accessibility section for more information.