Complaints Policy

If you wish to file a complaint against a Foundation employee or volunteer, or in response to a situation you feel is inappropriate, we urge you to familiarize yourself with the terms of our Complaints Policy.


Receipt of Complaints

Verbal Complaints

A verbal complaint will be handled immediately by a member of our staff.

If a complaint requires a more in-depth assessment, a written request will be sent to the manager responsible for the concerned activity or team. This request will include the name, phone number, street address and email address of the person filing the complaint and a description of the circumstances, including the incidents and/or individuals involved.

The manager must acknowledge receipt of the complaint within two business days.


Written Complaints

A complaint received in writing must contain the aforementioned information. It will be transferred to the manager responsible for the concerned activity or team.


Response and Resolution

Every effort will be made to address the complaint as quickly as possible, and all parties will be treated in a fair, impartial and respectful manner.

The person responsible for the complaint must attempt to settle the matter within 10 business days. If it is still unresolved after this time, the file will be turned over to the corresponding director or vice president.

If the vice president is unsuccessful in bringing about a resolution, the complaint will be escalated to the president/executive director. If the president/executive director is a party to the complaint, the matter will be transferred to the chair of the governance committee.

The complainant must be kept abreast of the status of their complaint and provided with a clear, detailed explanation of the final decision when it is issued.

Should a complainant be dissatisfied with the process or the outcome, they may request that the matter be escalated to a more senior staff member. This must occur within 10 business days, and the complaint must be resolved within one month of receipt.


Documentation

The manager must keep a copy of all complaints that could not be resolved immediately (i.e., upon receipt).

The Finance, Human Resources and Administration Department will keep a detailed log of incoming complaints, along with all relevant information on the subsequent response and resolution. A summary report will be presented to the Board of Directors on a yearly basis.