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Complaints related to Procurement or Recipient Selection Process

Last updated on September 21, 2026
The Ministry of Children and Family Development (MCFD) has two distinct complaint review processes in place to address: 
Both complaint review processes provide complainants with access to a fair and timely process that includes informal and formal means to address their concerns and in an organized and consistent manner. Results may include identifying areas for MCFD’s improvement.

Make a Complaint About MCFD Procurement Activities

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Scope of the Vendor Complaint Review Process

The Ministry of Children and Family Development’s (MCFD) Vendor Complaint Review Process (VCRP) is a process to address vendor complaints and improve MCFD’s procurement processes.
 
The VCRP can address issues relating to MCFD’s procurement processes. It is not intended to limit access to other avenues for complaints. Disputes over facts or legal rights and obligations are beyond the scope of the VCRP.  No compensation will be awarded to a complainant under the VCRP. 
 

Applicability of the Vendor Complaint Review Process

The MCFD VCRP applies to MCFD’s procurement activities and processes related to the purchase of goods and services where MCFD receives the direct benefit of the purchase. This may include, but is not limited to, the following processes:
  • Multi-Use Requests for Qualifications (MULRFQ) and other Requests for Qualifications (RFQs)
  • Non-Binding Requests for Quote (NRQ)
  • Requests for Proposals (RFP)
  • Requests for Corporate Supply Arrangement (RCSA)
  • Direct Awards
The VCRP does not apply to government transfers and shared cost arrangements, which are covered by the Respondent Complaint Review Process.
 
Vendor complaints or questions may arise for several reasons and may include concerns regarding the lack of fairness or transparency related to:
  • MCFD solicitation documents;
  • Inadequate bid preparation time;
  • Process; or
  • Application of MCFD procurement processes and procedures.
The merit of any complaint will be reviewed and the VCRP will proceed if MCFD determines:
  • The complainant has provided sufficient information to set out their complaint;
  • The complaint adheres to the timelines set out in the VCRP for commencing and continuing a complaint;
  • The complainant has not initiated another review process or legal action pertaining to the complaint that has not yet concluded; and
  • The complaint is not frivolous or vexatious.

 

Vendor Complaint Review Process

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Step 1 – Informal Discussion

Prior to initiating a formal complaint, vendors should first contact the Ministry Contact identified in the solicitation documents.
 
If the Ministry Contact is unknown, please contact the Procurement Branch at MCFProcurementServices@gov.bc.ca, who will connect you to the appropriate person.
Where possible, the Ministry Contact will work with a complainant to resolve a complaint.
 

Step 2 – Formal Ministry Complaint

Vendors who remain unsatisfied with Step 1 may submit a formal vendor complaint.
 
Complaints should concern a solicitation, competition, or pending or awarded agreement issued directly. A complaint may be submitted any time during a competition and up to thirty (30) business days after having received notification from the Ministry of the final outcome of a competition.
 
To submit a formal complaint, please use the Vendor Complaint Review Process Form. Alternatively, complaints may be sent in a similar written format providing all the requested information to the Procurement Branch at MCFProcurementServices@gov.bc.ca.
 
A complaint should include:
  • The complainant’s name, title, company name, address, email address and telephone number;
  • Solicitation number or agreement number;
  • A detailed description of the complaint, the background leading to the complaint, relevant dates and actions of involved parties;
  • Copies of relevant documents and/or correspondence;
  • Any actions or remedies being requested; and,
  • Confirmation that no other review process is currently underway relevant to the complaint.
The Ministry will review the complaint in accordance with the following timelines:
  • Acknowledge receipt within five (5) business.
  • Investigate the complaint and provide 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 of the reason for the delay and when a response may be expected.
 

Step 3 – Review by the Office of the Comptroller General (OCG)

Vendors who remain unsatisfied may request a review by the Office of the Comptroller General.  This review is independent from Step 1 and Step 2 reviews and may involve recommendations to clarify procurement processes, develop procedures and/or provide additional training to support staff.
 
Possible outcomes of the Vendor Complaint Review Process
 
Throughout steps 1 to 3, if the complaint has been determined to have merit, possible outcomes include, but are not limited to:
  • Initiative to enhance communication and or interpretation of procurement policy;
  • Initiative to enhance training for staff;
  • Change to procurement policy;
  • Change to internal procurement procedures; and/or
  • Acknowledging the validity of the complaint and staff’s renewed commitment to policy and procedure adherence.
No compensation will be awarded to a complainant under the VCRP. No agreements will be terminated as a result of a VCRP process.

 

Make a Complaint About MCFD Recipient Selection Activities

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Scope of the Respondent Complaint Review Process

The Respondent Complaint Review Process (RCRP) addresses complaints and improves the Ministry of Children and Family Development’s (MCFD) selection process for shared cost arrangements.
 
The RCRP only applies to decisions to make awards of shared cost arrangements, where those decisions are covered under CPPM 21: Government Transfers. The RCRP differs from the VCRP and is limited to issues of government transfer policy and related MCFD selection procedures. The RCRP is not intended to limit access to other complaint review processes. Disputes over facts or legal rights and obligations are beyond the scope of the RCRP.
 
Complainants should note that the RCRP will never result in monetary compensation for complainants.
 
The Ministry recognizes the uniqueness of Government Transfers and related selection processes, welcoming Service Providers to discuss their concerns first with Ministry Contact(s) prior to engaging in the Respondent Complaint Review Process.
 

Applicability of the Respondent Complaint Review Process

The RCRP applies to selection activities related to services provided directly to children, youth and families, focusing on CPPM Chapter 21 policy compliance and the application of procedures.
 
The aim of the RCRP is to address concerns from parties engaged in the Ministry of Children and Family Development’s selection process regarding the integrity of that selection process. 
 
The merit of any complaint will be reviewed and the RCRP will proceed if:
  • The complainant has provided sufficient information to set out their complaint;
  • The complaint adheres to the timelines set out in the complaint process for commencing and continuing a complaint;
  • The complainant has not initiated another review process or legal action pertaining to the complaint that has not yet concluded; and
  • The complaint is not frivolous or vexatious.
 

 

Respondent Complaint Review Process

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Step 1 - Initial Discussions

Prior to initiating a formal complaint, Service Providers or engaged parties should contact the Ministry Contact identified in the competition documents to resolve concerns.

If the Ministry Contact is unknown, please contact the Procurement Branch at MCFProcurementServices@gov.bc.ca, who will connect you to the appropriate person.

 

Step 2 – Formal Complaint

Complainants who have engaged in initial discussions and remain unsatisfied with the resolution provided may proceed to a formal complaint.

Concerns should be directly related to a competition process or the award activities of an agreement.

Complaints should be submitted within 30 business days after notification from the Ministry of the final outcome of the competition.

If a complainant initiated another review process or legal action pertaining to the complaint within 30 business days after notification from the Ministry of the final outcome of the competition, MCFD may consider that complaint if it is submitted within 30 business days from the date on which the other review process or legal action concludes.

To submit concerns, use the Respondent Complaint Review Process Form.  Alternatively, complainants may send a request to MCFProcurementServices@gov.bc.ca.

To facilitate a response in a timely manner, complaints should include:

  • Name, title, company name, address, email address and telephone numbers of the complainant;
  • Opportunity ID number;
  • A detailed description of the concerns, the background leading to the complaint, relevant dates and actions of involved parties;
  • Copies of relevant documents and/or correspondence;
  • Any actions or remedies being requested;
  • Supporting information to establish relevancy; and
  • Written confirmation that no other review process is underway, relevant to the complaint, at the time of submitting a complaint.

A written response may be provided by the Ministry to any complaints that the Ministry determines is properly substantiated. 

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

  • Acknowledge receipt of the complaint within five (5) business days.
  • The concerns will be reviewed by MCFD with the aim of identifying any opportunities to improve MCFD’s selection processes for Shared Cost Arrangements and provide written response from the Ministry representative within forty five (45) business days of receipt of the complaint.  When unable to respond within forty five (45) business days, the Ministry will advise of the reason for the delay and when a response may be expected.
 

Step 3 – Other Review Processes

The Ministry appreciates engagement in the Respondent Complaint Review Process. 

The RCRP does not limit access to other complaint review processes. 

Disputes over facts or legal rights and obligations are beyond the scope of the RCRP.

 

Possible outcomes of the Respondent Complaint Review Process

Complaints received through the RCRP may assist the Ministry to improve its solicitation processes and procedures. Possible outcomes may lead to the Ministry:

  • Identifying opportunities to enhance communication concerning the process for Shared Cost Arrangements, including in solicitation and related documents;
  • Clarifying how Ministry staff are to interpret and apply the Ministry’s government transfer policies, specific to Shared Cost Arrangements;
  • Improved training for Ministry staff who are engaged in various aspects of the government transfer process;
  • Modify or clarify its internal government transfer policies or procedures; and
  • Identify areas for where policy and procedure adherence can be improved.

Complainants should note that the RCRP does not provide compensation, including monetary compensation, to complainants.

 

 

Contact information

For more information about the ministry's Vendor and Respondent Complaint Review processes, please contact the Procurement Branch:

 

Email
MCFProcurementServices@gov.bc.ca
By Mail Mailing
PO Box 9760 STN PROV GOVT Victoria, BC V8W 9S4