Complaints from Child or Family Service Providers

The provincial government offers a consistent, fair and timely Vendor Complaint Review Process that:

• Addresses complaints about procurement processes
• Identifies ways to improve procurement processes

Make a Complaint About MCFD Procurement Activities

The following is the process for registering a vendor complaint relating to procurement activities carried out by the Ministry of Children and Family Development pursuant to the Core Policy and Procedures Manual Chapter 6, and the Vendor Complaint Review Process for Government Procurement.

Step 1 - Informal Discussion

If you have not already done so, contact the Ministry representative identified in the procurement documents. Your question or complaint may be satisfied in an informal manner.

If the Ministry representative is unknown, please contact the Practice, Reporting & Contract Oversight team at MCFPGPB@gov.bc.ca, who will then connect you to the appropriate person.

Step 2 - Formal Ministry Complaint

If you are still unsatisfied, the next step is the formal  Vendor Complaint Review Process.

Complaints must concern a contract competition or a pending or awarded contract. A complaint can be submitted any time during the competition and up to thirty (30) business days after you have received notification from the ministry of the final outcome of the competition.

To submit your complaint, please use the Vendor Complaint Review Process Form. Alternatively, you can send your request in a similar written format providing all the requested information to the identified Ministry representative or the Practice, Reporting, and Contract Oversight team at  MCFPGPB@gov.bc.ca. This will assist the Ministry in responding to your complaint in a timely manner.

The Ministry will review your complaint in accordance with the following timelines:

• Acknowledge receipt of the complaint within five (5) business days and assign a reference number to be used on all future correspondence.
• Investigate the complaint and provide a written response from the Assistant Deputy Minister (ADM) within thirty (30) business days of receipt of the complaint. When unable to respond within thirty (30) business days, the Ministry will advise you of the reason for the delay and when you may expect a response.

Step 3 – Independent Review by the Procurement Governance Office (PGO)

If you are not satisfied that your complaint has been resolved, you can request a review by the Procurement Governance Office.