Resident Complaints And Appeals Policy
Residents have the right to be treated fairly and with respect. They also have the right to appeal decisions they feel are unfair.
All residents will have the right to file a complaint to the appropriate supervisor, and if the complaint remains unsolved, they may appeal to the General Manager, the Executive Director and then the Agency Review Officer with Hostel Services.
Eva’s Phoenix will work with all residents to ensure that complaints and appeals are heard and investigated wherever appropriate or possible.
Complaints may be reviewed for resolution by the Governance Committee, but may not include issues relating to specific staff. Such issues my include rules and expectations, etc.
This policy and procedure will be shared with residents upon admission. Residents who are engaged in the appeal or complaint process are still expected to follow the rules of the house and to co-operate with staff during this process.
