Complaints and Compliments

Our Complaints and Compliments Policy

We care deeply about the families we serve and the people who support them. Whether you’re sharing a kind word or raising a concern, your voice helps us grow and do better

We welcome feedback from:

• Families and caregivers using our services.
• Community support workers, case managers, educators, and other professionals.

We want to hear:

• Compliments about our team, programs, or anything that made your service experience great!
• Concerns or complaints about something that didn’t go or feel quite right.
• Suggestions to help us improve.

 What Happens When You Send Feedback:

1. You Share Your Thoughts
   • You can talk to a team member, send an email, fill out a form online, or give us a call.
   • You can stay anonymous if you prefer.
2. We Respond
   • If you provide contact information, you will hear back from us within 4 working days.
3. We Take It Seriously
   • Your feedback goes to a Sr. Leadership member who will investigate it carefully.
4. We Keep You in the Loop
   • Within about 10 working days, if you have provided contact information, we’ll let you know what we found and how we responded.
   • We welcome any additional thoughts or suggestions.
5. We Keep Records Safely
   • Complaints are kept confidential and stored securely for at least 12 months.

6. We Protect Your Privacy
   • All feedback is treated with care and respect.
   • Your identity is protected unless you choose to share it.
   • No one will be treated unfairly for speaking up.

When You Send a Compliment

• We really appreciate it.
• We share it with the team and sometimes with our funder(s)!
• With your permission (if possible), we may include it in our newsletter,  annual reports or on our website.

How to Reach Us

You can share your feedback anytime:

• Email: info@rfecydurham.com
• Online Feedback form (at the bottom of this page)
• Phone: 905-427-8862 | 1-800-968-0066