Complaints are always taken very seriously and are dealt with in a variety of ways, actually, depending on the actual nature of the complaints. As always, the authority attempts to work with our clients and also our partners at the boarding homes themselves to resolve any issues that may arise. If a client does experience an issue, depending on the nature of that issue, obviously, we would encourage them to reach out to the manager of the boarding home that they happen to be staying at, at the time of the incident and when it first occurs, so that it can be addressed immediately.

I can also advise that the Yellowknife boarding home has recently created a position within the boarding home itself with the sole function of improving client services. They have put this position in so that individuals who have concerns can go directly to that position to resolve them real-time and make sure that those types of issues don't arise with other people in the future. If these tools don't work, if these processes don't work, or if it doesn't resolve the issue, the travelling client can get in touch with Medical Travel to express their concerns there and follow the normal quality assurance process so that we can find out what is happening and make sure that it doesn't happen again. In the meantime, I encourage them to work with the boarding homes.