Every owner has the right to bring forward any complaints they may have about the services they receive from us. For your information the complaint process is described below. If you have any questions or concerns please contact the Client Services Director, the Executive Director, or the board member for your community.
We prefer to see issues dealt with informally and directly – the person with the concern is invited to express it as it occurs. If that is not possible or does not resolve the matter, issues or concerns may be brought to the Client Services Director as soon as possible (preferably – but not necessarily – in writing). The Client Services Director will work with the complainant and all involved employees to achieve a mutually satisfactory resolution, which will also include steps to prevent any reoccurrence.
The Executive Director is informed about all complaints, and will become involved in the resolution process if necessary or appropriate.
Should complaints not be satisfactorily resolved at the operational level, they may be appealed to the Board of Directors by either party within 30 days.