top of page
আমার নিরাপদ স্থানের লোগো.png

Need Help Now? You're Not Alone

Institutional Safety Standards & Wellness

গোপনীয়তা নীতি

Effective Date: October 1, 2025

Purpose

This policy outlines how My Safe Spaces handles complaints regarding our training programs, including PRISM Framework Training, IntelliCare-PRO, Journi-PRO, and supervision services. We value feedback and use complaints to improve our services. We are committed to making it easy and safe to raise concerns.

Our Commitment

  • Treating everyone fairly

  • Keeping information confidential

  • Responding promptly

  • Taking appropriate action

  • Learning from feedback

​What is a Complaint?

A complaint is any expression of dissatisfaction with our services, including:

  • Training quality or delivery

  • Assessment procedures

  • Supervision experiences

  • Technology platform issues

  • Administrative processes

  • Staff or supervisor conduct

We encourage you to discuss minor concerns informally with staff first, but you can make a formal complaint at any time.

How to Make a Complaint

Submit your complaint in writing by:

 

If you cannot write your complaint, contact us and we will document it for you.

Please include:

  • Your name and contact details

  • Description of the issue (with dates and names if relevant)

  • Any supporting documents

  • How the issue has affected you

  • What outcome you would like (optional)

 

We accept anonymous complaints but may have limited ability to investigate or respond.

Within 7 business days, you will receive:

  • Acknowledgment of your complaint

  • A reference number

  • Explanation of the next steps

  • Expected timeframes

Investigation Process

We assess each complaint to determine the appropriate response:

Simple matters (administrative errors, minor issues): Resolved within 14 business days

Complex matters (professional conduct, ethical issues, multiple people involved): Formal investigation conducted by someone not involved in the issue

​

Investigations may include:

  • Reviewing documents and records

  • Interviewing relevant people

  • Consulting experts for clinical matters

 

Standard timeframe: 21 business days
Complex cases: Up to 45 business days

 

All parties are treated fairly and given the opportunity to share their perspective. Confidentiality is maintained throughout.

 

Outcomes

After investigation, we will:

  • Determine if the complaint is substantiated, partially substantiated, or unsubstantiated

  • Take appropriate action

 

Possible actions include:

  • Apology

  • Service improvements

  • Policy changes

  • Staff training

  • Record corrections

  • Fee refunds

  • Reassessment opportunities

  • Transfer to a different supervisor/instructor

  • Disciplinary measures (if warranted)

 

Within 7 business days of completing our investigation, you will receive a written notification explaining:

  • Our findings

  • Actions we will take

  • Your right to appeal

 

Appeals

If you disagree with our decision or believe the process was unfair, you can appeal within 14 days of receiving the outcome.

 

Appeals must be in writing and clearly state why you disagree. Grounds for appeal include:

  • New evidence

  • Process problems

  • Disagreement with findings

Confidentiality

All complaint information is kept confidential and shared only with those directly involved in the investigation. Records are stored securely and retained for a minimum of 7 years.

We analyze de-identified complaint data to identify trends and improve our services.

Protection from Retaliation

Retaliation is strictly prohibited. We will not tolerate any negative action against someone who makes a complaint in good faith or participates in an investigation.

Examples of retaliation include:

  • Unfavorable assessments

  • Denial of opportunities

  • Removal from programs

  • Hostile treatment

  • Negative references

 

If you experience retaliation, report it immediately to the Compliance Officer or Executive Director. Retaliation will result in serious disciplinary action.

Monitoring and Improvement

 

This policy is reviewed annually. We prepare an annual report on complaints to identify trends and opportunities for improvement. This helps us continuously enhance our program quality.

Contact Information

Complaints Officer
My Safe Spaces - Training and Certification Program
Email: complaints@mysafespaces.org

For urgent safety concerns: Email the Compliance Officer with "URGENT" in the subject line.

bottom of page