Complaints & FAQs

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Licensed Community Care facilities are inspected to protect the health, safety and well-being of residents, and to ensure minimum health and safety requirements are being followed.  These requirements include facility specific policies, staffing, care, building requirements and others. Inspection reports inform the facility operator and the public of current compliance with requirements and also provide a historical context.

In addition to inspections, an investigation is conducted in response to complaints.

Licensed Community Care facilities are regulated either under the Community Care and Assisted Living Act, Child Care Licensing Regulation or the Residential Care Regulations and the Director of Licensing Standards of Practice.

A complaint (concern or dissatisfaction) respecting the operation of a licensed community care facility under the Community Care and Assisted Living Act  may be submitted by the general public, a person in care, family or staff/volunteer of a facility or another agency. All complaints received by Community Care Facilities Licensing are investigated, reviewed and followed up.

Complaint information on this website is a summary of confirmed violations or deficiencies found during the complaint investigation process. The complaint information reflects the date when the complaint was received, the area where the violation or deficiency was found, and indicates that the facility has taken the necessary corrective actions.  

Individuals seeking a care arrangement for their loved one are cautioned against making conclusions about the quality of a facility based solely on the number or type of complaints. Before making a decision about the quality and suitability of a facility for yourself or loved one, take time to make sure you have enough information by conducting additional research, gathering information and contacting the facility to make arrangements for a visit.  

If you have questions about a particular facility please contact your local Licensing Office. If you want to register a complaint about a facility please contact your local Licensing Office.


Frequently Asked Questions

What is a licensed care facility?

A licensed care facility provides care to three or more individuals who are dependent on caregivers. Licensed care facilities are governed by the minimum health and safety requirements of the Community Care and Assisted Living ActChild Care Licensing Regulation, Residential Care Regulation and Director of Licensing Standards of Practice

What is the purpose of a complaint investigation under the Community Care and Assisted Living Act?

All complaints are investigated in a confidential and timely manner, with particular emphasis on the safety of persons in care and administrative fairness. Complaints are investigated in a fair and transparent manner and, if the complainant requests to be anonymous, every effort is made to protect their identity. However, it may not always be possible to protect confidentiality in circumstances where matters proceed to an appeal or to court.  

Under the Community Care and Assisted Living Act  a complaint investigation determines if the facility is being operated in a manner that does not comply with the minimum health and safety requirements, and to intervene where the quality of care puts residents at risk. Protecting the overall health and safety of residents is the first priority of any investigation.  

What happens when a complaint is substantiated?

Once a complaint has been investigated and is substantiated, the facility operator is required to identify and fix the violation or deficiency to prevent harm to persons in care.  

There are times when violations or deficiencies cannot be immediately fixed. In these instances, steps can be taken to ensure safety while an investigation is underway.

This is referred to as a health and safety plan. A health and safety plan is a written plan of action developed by the facility operator to put in place the actions needed to ensure immediate safety. A health and safety plan remains in place until the violation or deficiency has been fixed, and is monitored for compliance.  
If required, the health authority can force a facility to comply to ensure the health and safety of persons in care.  

Why is complaint information being posted?

Posting summary information about substantiated complaints provides the public with information about licensed community care facilities, strengthening public accountability and transparency.

Complaint information on this website is a summary of confirmed violations or deficiencies found during the complaint investigation process. The complaint information reflects the date when the complaint was received, the area where the violation or deficiency was found, and indicates that the facility has taken the necessary corrective actions. 

What will the complaint information tell me?

Only complaints which were substantiated through the investigation process will be posted on this website. The summary will include information that reflects the date of when the complaint was received, the area where the violation or deficiency was found, and indicate whether the facility has taken the necessary actions to ensure the health and safety of the persons in care.  
Complaints about a facility which were not substantiated during the investigation process will not appear on this website.   

What will the complaint information not tell me?

Summary complaint information will not:

  • rank or rate facilities against one another
  • issue a report card that grades facilities
  • provide personal information of residents
  • provide specific details of the complaint
  • provide information about complaints that were not substantiated upon investigation

Will personal information be posted in the complaint?

No. Personal identifying information regarding the residents, staff or complainants will not be posted on the website. The facility operator name and business contact information will be posted to allow people to contact the facility if they have any additional questions or concerns.

Why is there no information on the facility that I am interested in?

There may not be any substantiated complaints on the specific facility you are looking for as the practice of posting complaints only started in September 2012. It is also possible the facility you are looking for is not regulated as a long term care facility; it may be independent living, supportive housing or a registered assisted living residence. (www.health.gov.bc.ca/assisted/)

I made a complaint about a facility. Why is there no information on the website?

Every complaint received is investigated. The degree of the investigation depends on the nature of the complaint. Some complaints, such as those involving abuse, are of a serious and sometimes complex nature and may require additional resources and time to investigate. The investigation process takes immediate steps to address the safety of persons in care through a health and safety plan while gathering information to determine if the complaint can be substantiated.  

Information is not disclosed or posted on the website about a complaint during the investigation process. If the complaint is not substantiated during the investigation process, no information will be posted on the website.  

What can I do to ensure that my loved one is receiving appropriate care?

Regulations are in place to promote the health, safety, and dignity of residents. It is important to stay involved with your family member’s life after they have moved into a facility and to ask questions and observe any changes in their circumstance. Other ways to be involved include participating in the resident/family council and to taking part in your relative’s care planning. The following resources can assist you:

How do I access more information about a complaint or investigations process?

Additional information about the investigation process can be found by contacting your local Licensing Office.

How do I submit a complaint?

To submit a complaint please contact you local Licensing Office.

General Information on Complaints & FAQs

Referral Required?
Not required

Locations

Royal Jubilee Hospital (RJH)

Royal Jubilee Hospital (RJH)

1952 Bay St 
Victoria, B.C. 
V8R 1J8

250-370-8000

Victoria General Hospital

Victoria General Hospital (VGH)

1 Hospital Way
Victoria, B.C.
V8Z 6R5

250-727-4212

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