Complaints Procedure

The DOC2CANADA policy on how to report complaints

This policy applies to complaints from current and future contractors and staff against DOC2CANADA, and to complaints from customers and clients of DOC2CANADA about a DOC2CANADA worker, employee or affiliate.

Please address all complaints correspondence to DOC2CANADA Management directly at info@doc2canada.com.

How to submit a complaint

1. Please submit your complaint via email or letter. DOC2CANADA will notify you that we have received your complaint within five working days. (Please note: DOC2CANADA will accept written complaints via any medium, but for processing purposes we ask that all complaints correspondence is addressed to DOC2CANADA Management directly at info@doc2canada.com.)
2. We aim to resolve all complaints about DOC2CANADA or an affiliate within fifteen working days.
3. We will inform the DOC2CANADA worker, employee or affiliate within 5 working days of your complaint. They will be issued with the complaint in writing, either by email or letter. Every effort will be made to alert the DOC2CANADA worker, employee or affiliate that this complaint exists.
4. We will urge the DOC2CANADA worker, employee or affiliate to provide their version of events, also in writing, addressed to DOC2CANADA within five working days.
5. This response will be shared with the complainant.
6. DOC2CANADA will work to ensure the act(s) or omission(s) complained of will not happen during this period.
7. The complainant may ask for an update on the complaints process at any point during proceedings. We ask that this request is made in writing. We will endeavour to reply within 3–5 working days.
8. Once the complaint is processed (steps 1–7), we will send the complainant our response to the complaint and, if appropriate, details of any remedial action.
9. DOC2CANADA will ensure the complaint is logged so that if any patterns arise, this can be noted and incorporated into the investigative log or report on the issue. This may affect future complaints proceedings against the person(s) complained about.
10. The complainant can, at any time, refer this complaint to the relevant professional or regulatory body, where applicable. Please contact DOC2CANADA for details. We need to understand the nature of your complaint before we can advise you of further action.

Complaints Investigation Process

1. DOC2CANADA will endeavour to work with all parties concerned to investigate any complaints.
2. A full written record of the details of each complaint and of the action taken will be logged on the DOC2CANADA file management system.

If there is evidence of malpractice, or a complaint is an event that requires notification, DOC2CANADA will immediately notify the appropriate authorities, which may include:

• the relevant professional or regulatory body, where applicable;
• the Police;
• the appropriate authority for the protection of vulnerable adults or children.