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Complaints and Appeals Policy

The following outlines the procedures to be used when a client or other person who is not an employee of The South Okanagan Similkameen Brain Injury Society wishes to make a complaint about some aspect of The Brain Injury Society’s services or operation, or to appeal a decision made at The Brain Injury.

1. Any person has the right to make a complaint about some aspect of The Brain Injury Society’s services or about the treatment received from a SOSBIS staff member.
2. Any person has the right to appeal a decision made at The Brain Injury Society which directly affects them.
   1. The appeal or complaint must be submitted in writing to the Executive Director.
   2. The Executive Director will assess the merits of the appeal or complaint and respond in writing to all parties involved.
3. In the case of a complaint the Executive Director may either:
   1. determine the complaint cannot be upheld, or
   2. determine some remedy is required, and what that remedy should be.
4. In the case of an appeal the Executive Director may:
   1. determine the appeal cannot be upheld, or
   2. determine some remedy is required, and what that remedy should be, or
   3. with the agreement of the client and the staff person who made the decision, the Executive Director may agree to modify the decision
5. If the complaint or appeal concerns the action(s) of the Executive Director:
   1. The appeal or complaint must be submitted in writing to the Chair of the Board of Directors.
      1. The Chair of the Board will assess the merits of the appeal or complaint and respond in writing to all parties involved.
6. In the case of a complaint the Chair of the Board may either:
   1. determine the complaint cannot be upheld, or
   2. determine some remedy is required, and what that remedy should be.
7. In the case of an appeal the Chair of the Board may:
   1. determine the appeal cannot be upheld, or
   2. determine some remedy is required, and what that remedy should be, or
   3. with the agreement of the client and the staff person who made the decision, the Chair may agree to modify the decision.

Written Complaints can be mailed to to the office or emailed.  If the complaint is about the Executive Director please email to:

president@sosbis.com