Report a Concern
Report a concern about a community care facility or a licensing officer, and learn how your feedback is processed.
Report a concern
We take your concerns seriously, and reporting a concern is an important part of ensuring the health and safety of people in care. Contact Licensing Direct to report a concern about a community care facility.
- 8:30 a.m. – 4:30 p.m. PT, weekdays (excluding statutory holidays)
- If you would like remain anonymous, please fill out “anonymous” in the name and email fields.
505 Doyle Avenue
Kelowna, BC V1Y 0C5
If you have questions related to licensing and you need language, visual, or hearing assistance, please ask us, we are happy to help.
How your feedback is processed
We will contact you as soon as possible to document your complaint accurately and promptly. We will determine the severity of your concern and respond appropriately. Complaints will be managed at the local level to arrive at a fair and quick resolution.
As we respond to the complaint or in any decision review, we make every effort to keep your identity confidential, along with the identities of any associated individuals.
If you disagree with a decision made by our staff, you can request a review. Some reviews follow a legal or an administrative process; ask which process applies to your issue and seek solutions there. You may request a review by your ombudsperson’s office or the Patient Care Quality Review Board.
Reporting a concern about a licensing officer
We want to provide quality service at all times. Our licensing officers have the same goal as licensed care providers, families and agencies: to ensure quality care for vulnerable individuals in our communities.
For us to continue to work together to promote the health, safety and well-being of adults and children in licensed care facilities, we are always looking to improve our services. We are open to constructive positive and negative feedback from our clients about their experiences with our staff.
If there is a conflict with a client, we believe it is best to address and solve it when and where it happens. As a first step, we encourage licensees and managers to try to work directly with their licensing officer to find a quick and effective resolution, which, in turn, helps keep relationships positive.
If your complaint is not resolved after speaking with your licensing officer, as a next step we encourage you to contact Licensing Direct and ask to be directed to a team leader: If you would like to remain anonymous when filing a complaint, please indicate this in the body of your email or in your conversation with the Licensing Officer when speaking to them over the telephone.
Community Care Facility Licensing Direct Administration
3rd Floor 505 Doyle Avenue
Kelowna, BC V1Y 0C5
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