As of May 14, 2004, the Registrar has the authority to receive and investigate complaints about both publicly and privately funded assisted living residences. The Registrar has the power to enter and inspect assisted living residences where there is a concern about the health or safety of a resident. The Registrar will work with the complainant and the operator to resolve the concern. Click here to contact the Registrar.

The Registrar does not have jurisdiction to address complaints about tenancy (the occupancy agreement). Nor does the Registrar have jurisdiction to address complaints about hospitality services (meals, laundry, housekeeping, social and recreational opportunities and a 24-hour emergency response system), unless they relate directly to health and safety.

The Registrar also does not deal with complaints about an operator’s staff, unless the complaints relate to health and safety, such as abuse and neglect. Concerns about staff conduct should be dealt with through the operator’s internal complaint process.

The Ministry of Community, Aboriginal and Women's Services is leading an inter-ministry review of issues related to tenure and service protection in supportive and assisted living residences. More information on this initiative will be provided in the coming months.

How the Complaint Resolution Process will Work

Anyone with general questions or concerns about the health and/or safety of an assisted living resident can contact the Registrar's office. The complaint resolution process will work as follows:

• Assisted living operators will be expected to establish internal complaint resolution processes and to provide information to residents about how to contact the Registrar’s office.
• Generally speaking, a complainant should seek to resolve the complaint first with the operator and then, if they are unable to do so, can contact the Registrar's Office.
• A complaint can be made by phone (toll-free number for calls outside the lower mainland), e-mail, mail or fax to the Office of the Assisted Living Registrar.
• The Registrar will notify the operator of the complaint.
• The Registrar will determine if the complaint can be resolved by educating or providing information to the complainant and/or operator.
• If this does not resolve the complaint, the Registrar will attempt to mediate a solution.
• If a full investigation is warranted, the Registrar will ascertain who needs to be involved, determine if a site visit should be conducted, evaluate the information provided and determine if further investigation is needed.
• The Registrar will make a decision based on the investigation report and communicate it to the complainant and operator.

For more information about the complaint resolution process for assisted living residences, see the Discussion Paper on Complaint Resolution Process. (PDF 33KB)

Complaint Resolution Before Sept 30, 2004

The health and safety standards (PDF 127KB) that were published for consultation will serve as a reference point for the Registrar, complainants and operators during this period.

Complaint Resolution After Sept 30, 2004

Once residences are registered, the Registrar will follow the procedure below:

• Registered assisted living residences will be required to provide all occupants with information on complaint resolution processes and how to submit a complaint to the Office of the Assisted Living Registrar.
• If the complaint is substantiated and either has serious implications for occupants' health and safety or a history of complaints gives the Registrar cause for concern about occupants' health and safety, the Registrar may attach conditions to the residence's registration.
• In extreme circumstances, the registration may be suspended or cancelled.

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Last Revised: December 17, 2007