Purpose. This procedure explains how ScreenClear receives, reviews, and responds to complaints, collection concerns, incidents, and appeals. It is intended for donors, collectors, clients, employers, and other people affected by a ScreenClear service or decision.

1. Choose the appropriate ScreenClear pathway

Use the donor pathway for a concern about your own test, service, document, privacy matter, or prior decision. Use the collector pathway for a collection concern, service issue, or incident. Use the client or employer pathway for an organization-level concern or appeal. ScreenClear pathways are hosted only on screenclear.ca.

2. Provide clear factual information

Describe what happened, when it happened, the relevant service, test, certificate, or site reference, and the outcome you are seeking. Include only information needed for the review. Do not use this process for an emergency or to report an immediate risk to health or safety.

3. Supporting documents

Where relevant, the secure form allows controlled upload of supporting documents such as correspondence, certificates, photographs, or records. Do not upload unrelated personal information. Documents must be kept with the original complaint or appeal record.

4. Acknowledgement and case reference

A submitted matter receives a unique ScreenClear case reference. Keep this reference for future communication and for the limited status-tracking pathway.

5. Review and response

An authorized ScreenClear reviewer will assess the information, request clarification where needed, and record the action taken. The review process will use restricted access and must not disclose internal notes, personnel information, pharmacy-site details, or other confidential investigation information through public tracking.

6. Appeal or escalation

If you are dissatisfied with a ScreenClear decision, you may request an appeal or further review. Identify the original case reference, explain the decision you are asking to be reviewed, and provide any material information that was not previously available.

Privacy and respectful communication

ScreenClear will handle complaint and appeal information as confidentially as reasonably possible and will limit access to people with a legitimate review role. Communications must be factual, respectful, and relevant to the matter under review.