Integrated Conflict and Complaint Management (ICCM): What this service offers
From: National Defence
Throughout the COVID-19 pandemic, all Conflict & Complaint Management Services (CCMS) offices have continued to maintain services while complying with local, provincial, and federal COVID protocols. CCMS offices are always reachable during business hours and services can be provided via email, telephone, MS TEAMS, or in person (by appointment only in some locations). In addition, the Canadian Forces Grievance system continues to operate; however, members and Units may encounter delays in the final delays in the final determination of grievances and implementation of grievance decisions.
CCMS staff will endeavour to provide a response within 48 hours for both new inquiries and existing files. For more information on changes to services, Defence Team members can:
- Visit our intranet website: Integrated Conflict and Complaint Management (ICCM) (accessible only on the National Defence network)
- Call us toll free at 1-833-328-3351
- Or contact their local CCMS office
Integrated Conflict and Complaint Management (ICCM) is a service that helps Canadian Armed Forces (CAF) members submit, track, and resolve complaints. If you experience or witness what you believe is inappropriate behaviour, you have the right to be heard and may also have the duty to report this behaviour.
Who is eligible
Conflict and Complaint Management Services (CCMS) centres are available to all CAF members, both those with a complaint or problem, and those who receive a complaint or are the subject of a report. This service is available to:
How to get started
Report an incident
You should first try to resolve the problem informally by:
CAF members who are the subject of a complaint or report are encouraged to resolve the matter at the lowest level possible.
Submit a formal complaint
If you cannot solve the complaint informally, or you’re uncomfortable with trying to address the problem yourself, contact your local Conflict and Complaint Management Services centre.
Your CCMS centre will support you and provide you with many options on how to solve the issue.
How long it will take to process your application
You can expect a response to your initial inquiry within 2 working days. The time it will take to process your case will depend on the nature and complexity of the complaint.
Staff at local CCMS centres are trained to help you chose the best resolution process. Once your case is received, either through a complainant or the Chain of Command, it’s tracked and managed in a national database to assure your case is dealt with in a timely manner. Your information is confidential and your CCMS centre will work with you towards a solution that best meets your needs.
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