Community Complaint Procedure

Child Care Options-Resource Development Center welcomes comments and criticism on the agency and its practice. Complaints will be taken seriously and will be resolved in a courteous and constructive manner. 

When a member or members of any one of the communities has a complaint against any one of the practices or persons in the Agency’s Programs, an attempt should be made to resolve the complaint informally with the Executive Director or his/her delegate.

If the Complainant is not satisfied with the outcome of the informal procedure, he/she may submit a written complaint.

A copy of the complaint procedure is given to the Complainant when a complaint is registered so he/she can proceed properly:

  1. The written complaint is submitted by the Complainant within five (5) working days to the Agency Policy Council.
  2. The Policy Council will review the written complaint in an attempt to reach a mutually satisfactory decision.  The review will be conducted at the next regularly scheduled meeting of the Council.  The Complainant is to be notified of this meeting date.  A written notice of the Council’s decision will be forwarded to the Complainant within five working days of said meeting.
  3. If the Complainant is not satisfied with the decision of the Policy Council, he/she may appeal in writing within five working days to the Chairperson of the Board of Directors.  The Chairperson shall appoint an ad hoc committee within five working days the receipt of appeal.  The composition of the Committee shall be at least one member of the Board of Directors, one member from the Policy Council, and one other individual appointed by the Chairperson of the Board of Directors (a total of three members).  The third member is to be an impartial party.
  4. The committee will conduct a hearing with the Complainant within ten working days of its appointment.  It will submit its finding and recommendations to the Board of Directors within five working days of the hearing.
  5. The Board of Directors will review the findings and recommendations at its next regularly scheduled meeting.  It will render its decision and the reasons therefore in writing to the Complainant within five working days of the meeting.
  6. The decision of the Board of Directors will be final.