Carya Society of Calgary (Carya) is dedicated to delivering exceptional services to individuals and families in the Calgary community. If you are not satisfied with the services you receive, or you think that we have made a mistake, please contact us using the following process:
- Initially, we encourage you to communicate directly with the staff member assisting you. They are best positioned to address your concerns promptly. The Carya staff member is expected to acknowledge your complaint or concern as soon as possible and respond within five (5) working days. Any significant issues that may pose a risk to Carya will be escalated to the employee’s supervisor, who will promptly inform the Chief Executive Officer (CEO).
- If you are unable to resolve your concern with the staff member or feel uncomfortable discussing it with them, please reach out to their supervisor. The supervisor will gather relevant information and steps taken regarding the complaint or concern and will promptly acknowledge your complaint or concern and work with you to identify a fair and satisfactory resolution within one (1) week. Details of your concern and the steps taken will be documented for review.
- Should you remain dissatisfied after engaging with the supervisor, the Chief Program Officer (CPO) will arrange a meeting to address your concern. The CPO will consider all perspectives and respond in writing within one (1) week. Your feedback on the resolution will be sought within ten (10) business days.
- If no response is received, the CPO will send a final communication indicating the resolution process will be closed within two (2) weeks if no contact is made. Services may be adjusted to ensure safety until a resolution is reached.
- Should your dissatisfaction persist, your complaint or concern will be escalated to the CEO for further review.
- If necessary, a final review will be conducted by the CEO and the Board of Directors.
- Carya maintains documentation of themes and regularly reviews these with senior management. Any necessary actions or changes will be implemented, and a summary of concerns will be presented to the Board annually.
We aim to resolve all concerns within five (5) working days.
Alberta Ombudsman – (888)455-2756 801-6 Avenue SW, Calgary AB T2P 3W2 www.ombudsman.ab.ca
Office of the Child and Youth Advocate Alberta – (888)661-3446 or (403)297-8435 2420, 801 6 Ave SW, Calgary AB T293W3 www.ocya.alberta.ca