Integrated Complaint and Conflict Management (ICCM)

ICCM Program

The Canadian Armed Forces (CAF) is implementing a new program to better support CAF members in the complaint process and to increase core leadership competencies.

The Integrated Conflict and Complaint Management (ICCM) program gives CAF members and the chain of command better resources for submitting, tracking, and resolving a complaint. ICCM helps manage personnel complaints and conflicts faster and more effectively by combining existing CAF harassment, grievance and conflict resolution systems, such as the Alternate Dispute Resolution (ADR).

On October 20, 2016, 4 local Complaint Management Services (CMS) centres were opened as trial environments to provide service support and assess the proposed service model.

The current participating areas are Kingston, Borden, Montreal and Valcartier. Only these sites offer the ICCM conflict resolution model at this time.

Service eligibility

This service is available to:

• serving members of the Regular Force
• serving members of the Reserve Force
• serving members of the Canadian Rangers
• serving members of the Cadet Instructor Cadre (CIC)
• members of the Supplemental Reserve.

Consult with your local participating Complaint Management Services (CMS) centre for more information on eligibility and service offerings.

Service offering

What could be the subject of a complaint

If you feel you have been aggrieved by a decision, act or omission in the administration of the affairs of the Canadian Armed Forces, or if you experience / witness any inappropriate behavior you have both the right to be heard and depending on the situation the duty to report the incident. We encourage members to attempt resolving matters informally with a verbal complaint to their immediate supervisor or their CO whenever possible.

If the attempt to resolve the complaint informally fails, the next step is to contact your local Complaint Management Services (CMS) centre for further guidance on accessing a suitable resolution process.

Accessing the process

Initiating the complaint

To initiate the complaint resolution process contact your local Complaint Management Services (CMS) centre and the staff will provide the guidance necessary to access the most suitable conflict resolution process(es).

Complaint Management Services (CMS) centres:

Service delivery

Status and Standards

Staff at local Complaint Management Services (CMS) are trained to assist in selecting an appropriate resolution process. Once the complaint is received, it is tracked in a national database and pro-actively managed in order to provide the complainant with an outcome within a reasonable timeframe.

The resolution timeframe and outcome will vary on the nature and complexity of the complaint.