Purpose
This policy ensures that complaints related to Capacity Canada are handled fairly, transparently, and efficiently. We are committed to fostering a respectful and accountable environment.
Scope
This policy applies to complaints from donors, and the public regarding our operations, services, or conduct.
Principles
- Respect & Fairness: All complaints will be treated with dignity and impartiality.
- Confidentiality: Complaints will be handled discreetly, with information shared only on a need-to-know basis.
- Timeliness: Complaints will be acknowledged and addressed promptly.
- Accountability: We will document complaints and take corrective action where necessary.
Complaint Process
Step 1: Informal Resolution
Whenever possible, individuals should attempt to resolve concerns directly with the involved party.
Step 2: Formal Complaint Submission
If informal resolution is unsuccessful, a formal complaint may be submitted via:
Email:Â [email protected]
Complaints should include:
- Name and contact information of the complainant
- Description of the issue
- Relevant dates and parties involved
- Desired resolution
Step 3: Review & Investigation
- Complaints will be acknowledged within two business days.
- A designated team member will investigate the issue.
- The complainant may be contacted for further details.
Step 4: Resolution & Response
- A written response will be provided within 14 days outlining findings and any corrective actions via email.
- If dissatisfied, the complainant may request an appeal or escalate the issue to The Board of Directors.
Record Keeping & Reporting
All complaints and resolutions will be documented and reviewed periodically to improve policies and practices.
Contact Information
If you have any questions, please contact:
Cathy Brothers, CEO
[email protected]