The Complaint Process

To download our "Complaint Process Form" please click HERE [ PDF .1 MB]

If you have a complaint about another tenant:

• Know the facts of your concern, write them down
• Attempt to speak with the tenant directly, keep to the facts!
• Use sensitive communication & work to reach a solution both of you can live with
• If that doesn’t work, complete the com plaint form found at www.makola.bc.ca or contact your local offic
• Forward it to your Regional Property Manager. A response will be given within 5 working days
• M’akola may provide a referral to see if mediation works for your situation
• If you do not agree with the steps taken, you may put your complaint in writing to the Chief Executive Office
• A response will be given within 5 working days
• Or contact the Residential Tenancy Branch to discuss your circumstances:

  www.rto.gov.bc.ca
  Victoria: 250-387-1602
  Elsewhere in BC: 1-800-665-8779

If there is no resolution a Notice to End Tenancy may be issued

If you have a complaint about an employee:

• Know your facts of the situation & write them down
• If possible, speak with the employee directly, keep to the facts
• Otherwise, complete the Complaint Form found at www.makola.bc.ca or contact your local office
• Send the form to the Head Office (Victoria) and it will be forwarded to the employee’s immediate supervisor. A response will be given within 5 working days.
• If you do not agree with the decision, you may request for your complaint to be forwarded to the Chief Executive Officer.
• The Chief Executive Officer will review
• and respond within 5 working days
• If you are still unhappy with the resolution, you have the right to contact the Ombudsperson at:
  

  www.bcombudsperson.ca
  1-800-567-3247 or
  Victoria: 250-387-5855

If you have a complaint about your Tenancy Agreement:

• Know your rights & responsibilities as a tenant
  
  Review your Tenancy Agreement.
• If misplaced, ask for another copy
• Visit the Residential Tenancy Branch  :www.rto.gov.bc.ca
• Provide documents to support your
• Address the issue directly if possible with the Tenant Relations Liaison/Regional
  Property Manager
• OR complete the Complaint Form found at www.makola.bc.ca or contact your
  
• A response will be given within 5 working days to set up time to meet
• Respectfully put forward your solutions and listen to their suggestions
• Postpone the meeting if tensions arise & try again in a few days
• If communication has broken down and is unresolved you have the right to apply for a Dispute Resolution

  Victoria 250-387-1602
  Elsewhere 1-800-665-8779
  www.rto.gov.bc.ca

In striving to meet its Mission and Vision, M’akola relies on the following Values to guide its work:

In order to meet these values, M’akola has the Complaint Process outlined to guide you when you have an issue/ concern/complaint with either another tenant, employee or with your Tenancy Agreement. We trust that this process provides you tools to be heard and for M’akola to effectively improve the qualityof our services by re-examining concerns expressed by tenants or other community members.

There will be no negative consequences for bringing forward a Complaint or concern to M’akola.

Results of a Complaint made about another tenant cannot be disclosed due to the Privacy Act, however, be reassured the matter will be dealt with appropriately.

Contact Information:

To download our "Complaint Process" brochure please click HERE [ PDF .1 MB]