Making a Complaint about a Child or Family Service
Last updated on March 4, 2026The Ministry of Children and Family Development (MCFD) wants its services, decisions and processes to be fair for everyone who uses these services.
If you have a complaint about services or decisions provided by MCFD or an Indigenous Child and Family Service (ICFS) Agency we are here to help.
How to make a Complaint
- Start with your worker. Talk to your child welfare practitioner or their team leader about your concerns.
- If you are receiving services from an ICFS Agency, reach out to that Agency directly or you can call us and we will help you do that.
- If you are scared or unsure, you can call 1-877-387-7027 and ask to speak to a complaint specialist. Our hours of service are Monday to Friday 8:30am – 4:00pm.
- You can also send us your complaint by using our online form and we will respond within 2 business days.
Submit a complaint: Complaint form
When you should speak up
- You feel you are being treated unfairly
- When you feel expectations for you have not been clearly described
- You are not being included in case planning or decision-making
- You have trouble accessing child or family services
- You believe a child’s rights have been breached
Everyone must be respectful during all interactions
Our staff will:
- Listen to you and take time to understand your concerns.
- Be professional, respectful and courteous in all verbal and written communications with you.
- Recognize that sharing your experience can be difficult and will strive to provide services in a culturally safe and trauma-informed way.
- Explain processes to you and help you understand them.
- Help you work with MCFD staff to address your concerns.
- Coach you on the best ways to communicate with MCFD staff.
- Guide you to the right place if your concerns cannot be resolved through the MCFD complaint process.
Our expectations of you:
- Be respectful in all your interactions with MCFD and complaint program staff.
- Respond to requests for contact in a timely manner.
- Be concise and clear when sending emails or other correspondence.
- Do not use threatening, abusive or obscene language in verbal or written communication.
- Do not record conversations without consent.
Understanding your rights and responsibilities can help you explain your concerns and work with MCFD to resolve them.
Children and Youth
Young people are encouraged to speak up too. Use the link below to learn more about the Complaint process for children and youth.
What we cannot do through the complaint program
There are some things that the complaint program cannot do:
- Overturn court decisions (for example, returning children to your care) or get involved in Family Law disputes.
- Address concerns about staff behavior. These concerns are Human Resource matters and are addressed through performance management processes. A complaint specialist will help you connect with the right people when you have these concerns.
- Provide financial compensation.
- Lay criminal charges.
- Disclose information protected by confidentiality laws.
- Resolve complaints about services provided by an MCFD contracted agency.
- Handle complaints from foster caregivers about actions related to your contract.
How the Complaint Process Works
A complaint specialist will respond to your inquiry, listen to your concerns and explain how they can help.
There are two ways we may address your complaint about the services you are receiving:
- Complaint resolution: A complaint specialist helps you and MCFD staff use a problem-solving approach to address your fairness concerns. This is the fastest way to have your concerns addressed.
- Administrative review: If your concerns meet the requirements in the Child, Family and Community Service Regulations, a Review Authority is assigned to examine your concerns and may recommend actions to MCFD.
- On completion, the review authority may make a recommendation. A recommendation cannot include:
- Change or overturn a child protection decision
- Provide financial compensation
- Discipline or have staff dismissed
- Delete or remove information from MCFD file documentation
- Address events or decisions that occurred in court
- Make changes to policy or the Child, Family and Community Services Act.
- On completion, the review authority may make a recommendation. A recommendation cannot include:
You choose if you want to go through a Complaint Resolution process or have an Administrative Review completed. When your chosen process is complete, you will receive a letter that explains the outcome and the reasons for the decision.
Making a complaint does not always change the decision or action. If you believe the decision, conclusion, or recommendations made through the MCFD complaint process are unfair, you can request an external review from the Office of the BC Ombudsperson.
Advocates who can help you
It is important to gather your Circle of support. These are the people who you trust and can help support you.
- Your Circle will help strengthen relationships through sharing, collaborating and striving for consensus in collective decision making.
Members of your Circle can:
- Attending meetings with you
- Help you find the right words to say
- Give you the confidence to speak up
You can choose who is in your Circle. Those in your Circle must have your agreement to participate, and they should not take over or make decisions for you.