Issue Resolution Process
How to Solve an Issue with Community Futures North Okanagan
If you have an issue with the service you got from Community Futures North Okanagan or disagree with a decision that was made, there is a process to help solve your concern. The goal is to make sure your concerns are heard and resolved fairly. Here’s how it works:
- Talk about It (Informal Review)
- If you have an issue, first try talking directly with the person involved. This might help solve the issue quickly.
- If you can’t fix it that way, you can talk to the person’s manager.
- The manager will meet with you (in person or over the phone) to understand the issue and try to find a solution. They will give you feedback after the meeting.
- Make It Official (Formal Review)
- If the issue is still not solved after talking to the manager, you can fill out a Formal Review Request. You can ask for the form in person, by email, or online.
- Paper forms can be dropped off to the Community Futures office at 3105 33 St, Vernon, BC V1T 9P7. Emailed forms can be sent to info@futures.bc.ca.
- Ensure forms are addressed to Executive Management.
- Once you send it in, an Executive Manager will look into the issue and talk to everyone involved.
- After the review, the Executive Manager will give you a written answer about the decision.
- Independent Review
- If you are unsatisfied with the decision, you can ask for an Independent Review. This means someone outside of Community Futures North Okanagan will look at the decision and give their opinion.
- This only happens when the issue is about a decision that wasn’t based on policy, but on someone’s choice (called “discretionary decision”).
Important Things to Know:
- Quick Response: Someone will reply to your concern within 2 business days.
- Confidential: Your issue will be kept private and only discussed with the people who need to know.
- Fair and Fast: It should take no longer than 10 working days to get a decision. If it takes longer, they will explain why.
- Respectful and Courteous: Staff will not reply to messages that are mean, rude, or hurtful. This includes anything that is threatening, disrespectful, or inappropriate.
- Written Decision: You will always get a written response about the decision.
Need Help?
If you need help at any step, you can email info@futures.bc.ca.
