Being able to show that you first tried to resolve your problem by making a request may help your case if you later decide to file a grievance.

Finally, because making a request is a simpler process and involves less paperwork than filing a complaint or grievance, it may be a faster way to resolve your problem. Indeed, responses to requests are supposed to be provided within 15 days.

What are potential problems with making a request?
In practice, requests are more likely than grievances or complaints to be ignored or to get lost. Also, if you decide to make a request, be careful that you don’t run out of time to file a grievance (see usual time frames below), in case your request does not result in a satisfactory solution.

Complaint and Grievance Process

What are the different levels of the grievance process?
Beyond a request, there are 4 levels of the complaint and grievance process that are available to you.They are:

  1. Complaint Level: submitted at the institution/district parole office and responded to by the supervisor of the staff member who made the decision you are dissatisfied with.
  2. 1st Level Grievance (Institution/District Parole Office): submitted to the Institutional Head or District Director.
  3. 2nd Level (Regional) Grievance: submitted to the Regional Deputy Commissioner at Regional Headquarters (or delegate).
  4. 3rd Level (National) Grievance: submitted to the Commissioner at National Headquarters.294

CSC prefers that you start at the lowest level but depending on the issue being grieved, the grievance may go directly to the 1st, 2nd or 3rd level. The level ultimately depends on who you are grieving about. For instance, if your problem is with your institutional head, it obviously wouldn’t make sense for you to complain directly to her – so you have to submit your grievance to her superior, the Regional Deputy Commissioner.

If you are not satisfied with the outcome once your grievance has been processed at the 3rd level, you may choose to take legal action through the Federal Court or file a complaint with the Canadian Human Rights Commission.295 These two options will be discussed briefly later in the chapter.

 

Return to note 294. Correctional Service Canada, “The Offender Complaints and Grievances Procedures Manual,” Consultation Draft (November 28, 2006), Offender Redress, National Headquarters at 4. [“Complaints and Grievances Manual”]

Return to note 295. "Complaints and Grievances Manual” at 4.