Complaints & Feedback

Here & Now values hearing from the people we support, families, advocates, and everyone we work with. If something is not working well, or if there are ways we can improve, please let us know.

Whenever possible, a good first step is to talk with your staff contact. However, you do not have to try this before making a formal complaint.

Who can make a complaint?

Individuals receiving services, family members, legal representatives, advocates, Home Sharing Providers, and staff may raise a concern or complaint. You may ask a family member, advocate, or another trusted person to help you.

How to make a complaint

Choose the way that works best for you.

• Phone or text:
  Community Inclusion Program: 778-886-5212
  Home Sharing Program: 604-735-7366
• Email: info@hereandnowca.org
• In person or verbally: 8673 217A Street, Langley, BC V1M 3S7
• In writing, or using our Complaint Submission Form (Word download)

The form is helpful but not required. You may also submit a complaint anonymously. If no contact information is provided, we may not be able to follow up with you or share the outcome.

What happens next?

1. Acknowledgment: within 3 business days (when contact information is available)
2. Review: our Quality Service Advisor reviews your complaint fairly and confidentially.
3. Outcome: formal complaints are generally resolved within 15 calendar days. If more time is needed, we will let you know.

If you are not satisfied

• You may ask the Executive Director for further review.
• Complaints involving the Executive Director are referred to the Board of Directors for independent review.
• You may also contact CLBC directly: 1-855-664-7972 (toll free), ComplaintResolutionCLBC@gov.bc.ca, CLBC Complaints Process page

Our commitment

Every complaint is handled in a fair, respectful, timely, and confidential way. No one will experience retaliation or unfair treatment for making a complaint.

Concerns about abuse, neglect, or immediate safety are addressed right away through a separate process. In an emergency, call 911.