Client Complaint Policy
Brain Injury Services believes that all clients have the right to be treated with respect
and dignity. As a client, you have the right to formally complain about any concerns that
arise with the agency or from interactions with employees, students, volunteers or other
If you have a concern, the first step is to contact the service manager who will try to
resolve the issue informally. If you remain unsatisfied, you may put the complaint in
writing to the service director. Employees are available to assist you in completing the
complaint, if requested. If the complaint remains unresolved at the agency level, you
may appeal the decision to the Health Services Appeal and Review Board (HSARB).
The complete complaint policy is available on request.