Rights & Responsibilities: how we can serve you better

As a client, you are entitled to a number of rights to ensure you are treated fairly.

Along with these rights, you also have a number of responsibilities to ensure the wellbeing of others and the appropriate use of the services and resources ISSofBC offers.

You can read these rights and responsibilities below, as well as the terms for a denial of services and our client complaints process.

You have the right to be treated with respect and dignity. You have the responsibility to treat others with respect and dignity.

You have the right to expect privacy and confidentiality. You have the responsibility to maintain the privacy and confidentiality of others.

You have the right to an environment free from discrimination. You have the responsibility to refrain from discriminatory comments, gestures, or actions.

You have the right to an environment free from any form of exploitation (financial or otherwise), humiliation, or neglect. You have the responsibility to refrain from any acts of exploitation, humiliation, or neglect toward others, including in retaliation.

You have the right to a safe, professional environment. You have the responsibility to refrain from any form of abuse, including physical or verbal aggression toward others. Inappropriate behaviour or failure to maintain these standards will result in (denial of service/ denial of current service appointment)

You have the right to timely and prompt services during designated service hours. You have the responsibility to be on time for appointments or give sufficient notice if you are unable to attend.

You have the right to receive service which supports you to manage your own settlement journey and make informed decisions. You have the responsibility to play an active role in your services.

You have the right to ask questions, to seek clarification, to have information provided to you in sufficient time to allow you to make informed decisions, and to address any issues of concern about our service. You have the responsibility to speak directly with us, in a timely manner, to assist us to improve our service.

You have the right to access your own records. You have the responsibility to provide us with sufficient notice so that we can get you access to your record in a timely way.
You have the right to a healthy environment. You have the responsibility to not attend our offices while physically ill. Please be responsible to contact our office if you are ill/or unable to attend your scheduled appointment. We would be happy to reschedule the appointment or change it to be online.
You have the right to receive referrals to appropriate supports to meet you or your family’s needs, including for legal representation, self-help and advocacy. You have the responsibility to communicate with us about your needs and how we can best support you.

Denial of Services

ISSofBC has a zero-tolerance policy on violence, including aggressive behaviours, gestures or communications.

If you are unable to meet the responsibilities outlined above, you may be denied further services.

Any client who is denied services will be informed in writing, including if it is possible to regain service at a later date.

Personal Information Storage

ISSofBC acts in accordance with PIPA and FOIPPA. All personal information is stored in password protected servers based in Canada. Should you have any concerns about your personal information, please raise them with ISSofBC staff using the steps outlined above. If you are not satisfied, you may seek additional support from the Office of the Information and Privacy Commissioner for British Columbia (OIPC).

Client Complaint Policy

This policy governs complaints from ISSofBC clients respecting any aspect of its operations. Clients will not be subject to any form of retaliation as a result of filing a complaint.

If you have a complaint about our staff or services, please send details via our Feedback Form

Definition of a Formal Complaint:

Any complaint that is received in writing (English or first language). If providing a written complaint is a barrier for a client, a verbal complaint transcribed by a staff member will be accepted.

A first language ‘How Can We Serve You Better’ business card available in all offices and a link on the ISSofBC website will provide clients with Rights and Responsibilities, as well as the client complaint process. Please see below.

Written client complaints received in first language will be translated by ISSofBC.

Note that the complainant should be assisted by staff through all steps in the above process and may access and utilize an advocate of their choice to support them at any point.

Client Complaint Process

Step 1: The designated staff person attempts to resolve the issue directly with you.

Step 2: If the issues is not resolved, it is escalated to the Manager or Associate Director.

Step 3: If you are dissatisfied with the response and feels your concerns have not been satisfactorily resolved, the issue is forwarded to the appropriate Director.

Step 4: If you are still dissatisfied, the issue will be escalated to the Chief Executive Officer, or their designate either by phone or in writing.

Step 5: If concern cannot be addressed by ISSofBC, you may submit your concerns to the appropriate ISSofBC funder (e.g., IRCC, Province of BC, City of Vancouver).