CONCERNS, COMPLAINTS OR ETHICAL VIOLATIONS

EFFECTIVE DATE: 29 March 2018

In the event of a concern or complaint being filed, as a result of an interpretation provided by a Choice Of Interpreters Inc. roster interpreter, the following procedure shall occur:

Filing a Concern or Complaint

Deaf or non-deaf service users may file a complaint with the booking operator at any time, and in the preferred manner that best suits their communication needs (FaceTime, Glide, Marco Polo, Skype, Text, Email, Phone).

Interpreters should advise the Director of concerns regarding fellow interpreters for the purposes of transparency. In these situations, the interpreter will be encouraged to utilize the Association of Visual Language Interpreters of Canada Professional Conduct Review Process (PCRP). Interpreters bringing forward concerns or complaints are treated with respect and offered guidance for resolution, including but not limited to the AVLIC PCRP.

Internal Investigation

Choice Of Interpreters Inc. will collect information relevant to the complaint and will verify information from all parties involved. Every effort will be made to ensure confidentiality regarding the complaint and information gathered. If after an internal investigation, the complaint is deemed to be serious in nature, the interpreter (who is under investigation) may be placed on suspension pending the outcome of the investigation.

Resolution

The vast majority of complaints are resolved through open dialogue. It is the intention of this process to ensure that the opportunity for open and mutually respectful dialogue exists between all parties. Once the complaint investigation is completed, the Director will meet with the interpreter with whom the complaint has been lodged, to review the information found and complete the AVLIC Professional Conduct Review Process (PCRP). 

Complaint Dismissal - in this situation there is insufficient evidence, the discussion with the interpreter will be related to contributing factors of the complaint and strategies to avoid future complaints.

Mentorship - in the situation where the interpreter’s scope of knowledge is limited, mentorship will be recommended in order to build capacity. 

Temporary Removal from the Roster - in the situation that there is sufficient evidence to suggest that a breach has occurred, the interpreter will be removed from the roster pending the outcome of an investigation under the AVLIC PCRP.

Termination from the Roster - in the situation where there is sufficient evidence to suggest that a breach has occurred, and all other remedies have been unsuccessful, the interpreter will be removed from the Choice Of Interpreters Inc. roster.

The intent of this procedure is to ensure that all parties feel as though they have been acknowledged and taken seriously. In this vein, both the complainant and the interpreter will be kept apprised of the ongoing events surrounding the complaint. Regardless of the outcome of the internal investigation, the complainant may, at any time, elect to file a formal grievance with the AVLIC PCRP, and may be encouraged to do so by Choice Of Interpreters Inc.