Complaint resolution process

We apply a phased approach for complaint resolution, and we always strive to resolve issues at the lowest level with the greatest satisfaction possible for occupants. If the matter is personal or community-related (i.e. pets, noise, disputes between neighbours, etc.), we encourage you to discuss the situation with the source of the complaint.

Definition of a Complaint

A complaint is when there is an official escalation in writing related to real or perceived inadequate or inappropriate housing services such as:

• Poor customer service
• Poor maintenance resolution issue (quality of work, timeliness)
• Contractor problem
• Rent issue/problem
• General dissatisfaction with housing quality
• Allocation issue
• Neighbour issues involving a breach of the licence or rules and regulations contained in the Occupant Handbook

A complaint is not:

• A request for maintenance
• General or unspecific comments
• Neighbour issues unless involving a breach of the licence or rules and regulations contained in the Occupant Handbook
• Any verbal comment or issue unless deemed to be of a serious enough nature to warrant tracking

If the complaint cannot be resolved between the involved parties, the complaint resolution process for occupants is as follows:

Step 1

You should bring your concern to the attention of your local Housing Services Centre staff by email, telephone or in person. The local staff will discuss the situation with the concerned occupant(s) if need be and attempt to find a timely solution that is fair and acceptable to all.

If at this point you feel that your concern has not been addressed to your satisfaction, you may wish to escalate the complaint in writing to the local Housing Services Centre manager using our online Complaint / Enquiry form. The manager will investigate the complaint and will advise you of the steps being taken to resolve the situation.

Step 2

If you have raised the issue with the Housing Services Centre staff and manager and it has not been resolved to your satisfaction, you can forward the complaint in writing using our online Complaint / Enquiry form, to the Customer Service section at the Canadian Forces Housing Agency Head Office for review and decision. The Customer Service section will coordinate efforts to resolve the complaint between any involved occupants and the Housing Services Centre. Once the matter has been thoroughly investigated, the occupant will be advised of the outcome in writing. We make every effort to resolve all customer issues as quickly as possible; however, if the investigation of the complaint is expected to take more than ten working days, we will notify you as to when you can expect a response.