Our policies
Understand our way of working with you
Our policies help us make a meaningful impact while respecting people’s safety, privacy, needs and rights.
We’ve created a safe space where you can speak openly. As a general rule, we won’t share the information you give us with anyone else. There are a few exceptions – we’ve explained these below.
We’ll only share your information if:
It’s subpoenaed. This means a court of law says we have to give them the information.
It’s about an immediate or serious danger, including:
- Suspected abuse or neglect of a child aged under 16.
- Suspected abuse or neglect of someone aged 16-18 by their parent or guardian.
- Someone’s life being in immediate danger.
- Something that endangers our clients or staff.
- An extreme situation that affects Avalon’s liability.
It’s necessary for our work.
- We share information within our team so that we can supervise and support our staff.
- Our staff may also share information externally without using your name to improve their skills or register with a regulatory authority.
- Please note that if you allow us to share your information with another person or organization, it’s possible they may share it elsewhere.
This policy and procedure applies to all complaints regarding any member of Avalon Staff, Management, Volunteer, Contract Worker, or Member of the Board of Directors.
Avalon strives to provide a client-centered, trauma-informed, culturally responsive, community- driven, and inclusive space. Based on these values, we allow client-provided support(s) during the complaint process to acknowledge and appreciate the diversity within our clients, staff, board, and volunteer demographic.
Avalon takes complaints of discrimination, harassment, violence, bullying, and other inappropriate behaviours seriously. As such, Avalon seeks to respond to all complaints as set out below.
Types of Complaints
Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Avalon as an organization or a person acting on behalf of Avalon.
- Informal Complaint – An informal complaint promotes resolution of concerns at the earliest possible stage. Avalon encourages clients to speak directly with the individual involved to address their concern. When complaints or concerns involve an Avalon therapist, we offer the opportunity for clients to meet with a therapeutic supervisor. The meeting can occur with or without the Avalon therapist. This process allows an examination of misunderstandings, relationship breakdowns, or lack of clarification regarding therapeutic agreements. This is a time to explore resolution and repair between client and therapist.
- Formal Complaint – A formal complaint needs to be provided in writing from the client. Formal complaints are made when a client’s informal complaint has not been addressed to their satisfaction or if the individual making the complaint feels they cannot address the complaint at the informal step.
To submit a complaint:
Send an email to feedback@avaloncentre.ca describing in as much detail as possible the nature of your complaint. This email is monitored by the Executive Director.
Complaints Procedures
All formal complaints will be reviewed and investigated in a manner that is reasonable and appropriate in the circumstances.
Such review and investigation may include, but is not limited to:
- Interviewing the relevant parties and possible witnesses
- Reviewing relevant documents
- Where necessary review and update policies and procedures
All records of the investigation will be kept confidential. Avalon will make all reasonable efforts to respond to the client within 5 business days of receiving the complaint.
Clients who request details about an Avalon staff member’s College Registration Number will be provided with this information. Some Avalon staff members are registered to colleges, and their colleges have their own Complaint process which the client may wish to engage with in addition to, or in the alternative to filing a complaint with Avalon. These colleges include Nova Scotia College of Social Work, Nova Scotia College of Counselling Therapists, and Nova Scotia College of Nursing.