Complaint Resolution

Pivot Point’s Complaint Resolution Policy

At Pivot Point, we are committed to accountability, excellence, and respectful collaboration. If you have a concern, we encourage you to follow our complaint process. Please know that you will have the option of identifying yourself or remaining anonymous:

Step 1: Informal Complaint
Start by discussing the concern directly with the person involved (in person, by phone, or in writing – email). Most issues are resolved quickly at this level.

Step 2: Formal Complaint
If the issue remains unresolved, contact your Regional Manager or Program Manager by submitting a Formal Complaint using the form below. The Manager will respond within 48 hours, gather information, and work with you and other parties to reach a fair resolution. A meeting may be scheduled within 7 days if needed.

Start a Complaint

Step 3: Director Review
If the issue is still unresolved, the complaint will be forwarded by the Sr Manager and reviewed by a Director within 21 days. This is the final step within Pivot Point. 

If resolution is not possible, you will be informed of external options (e.g., MCFD, CLBC, Autism Funding Unit, Worksafe BC, etc.).

Anti-Retaliation Guarantee
No staff member, person served or stakeholder will ever face retaliation for making a complaint. Services will not be restricted or reduced as a result of raising concerns.