If you have a complaint…
Canada Mortgage and Housing Corporation (CMHC) has entrusted the Agency with the job of administering federal co-op housing programs in PEI, Ontario, Alberta and B.C. The Agency knows that our decisions and our service will not always please every co-op, co-op member or other stakeholder. We can’t promise to make everyone happy, but we do commit ourselves to dealing with complaints fairly and openly.
The Agency must follow CMHC’s program guidelines, our own client-service standards and our Bilingual Services and other policies. Read these documents on our website to learn what the Agency can do and what it promises for your co-op.
If you have a problem with the Agency, this guide will help you find the best way to solve it. Please read it carefully and follow the steps set out.
Where to find information and help
If you are a housing
If you have a complaint about the Agency...
We want to hear from you. We have set up a friendly, confidential process to help with your problem.
If your complaint is about a breach of privacy or confidentiality by the Agency...
The Privacy Officer will work with you to address your complaint. All complaints about breaches of privacy or confidentiality will be reported to the Agency’s Chief Executive Officer.
If you have any other complaint about the Agency…
Here are the steps you can take.
Step 1: Collect Your Information
The Agency needs to know:
Collect all your documents (letters, information, agreements) so that you can answer these questions.
Step 2: Call Your
Even if your problem is with the relationship manager, please speak to them first, in case the problem is due to a misunderstanding. Provided your co-op is a member, you may ask your federation or CHF Canada to make the call for you. Be sure to give them all the information listed above.
Step 3: Call the Client Service Champion
If you can’t solve the problem directly with your co-op’s relationship manager, you can talk to the Agency’s Client Service Champion at 1.866.660.3140, extension 637. The job of the Client Service Champion is to work with clients to resolve complaints and problems with our service. The Client Service Champion will help you by
The Client Service Champion will also tell you if the Agency cannot act on your complaint because of agreements or laws the Agency has no power to change.
Step 4: Involve the CEO
If the Client Service Champion can’t resolve your problem, you may appeal to the Agency’s CEO. The CEO will review the steps taken by the Client Service Champion and decide what more, if anything, can be done.
Step 5: Appeal to the Board
If the problem has still not been resolved to your satisfaction, you may wish to appeal to the Agency’s Board of Directors. The Board will review your case and make a final decision. You may contact the Board through the CEO.
Documents to consult
Updated: 5 December 2013