Crohn’s and Colitis Canada is committed to fair and honest dealings with volunteers, donors, stakeholders and the general public, and is open to feedback from those persons with respect to their interactions with Crohn's and Colitis Canada. This policy provides an avenue for external individuals to communicate with the organization in the event that they wish to register a complaint. A complaint is defined as an expression of dissatisfaction about the service, actions, or lack of action by Crohn's and Colitis Canada as an organization or by a staff member or volunteer acting on behalf of Crohn's and Colitis Canada.
Examples include but are not limited to:
Anyone personally affected in such a matter is entitled to register a complaint, and it shall be dealt with in accordance with this policy.
- perceived failure to do something agreed upon;
- failure to observe policy or procedures;
- error made by a staff member/volunteer; or
- unfair or discourteous actions/statements by staff member/volunteer.
REGISTERING A COMPLAINT
Any person may submit a complaint in writing to any employee of Crohn's and Colitis Canada. Complaints may be submitted electronically, by fax, or in letter form sent directly to the offices of the Crohn's and Colitis Canada in Toronto to the attention of the Vice President, Finance.
SCREENING THE COMPLAINT
An employee who receives a complaint should review the nature of the complaint, and initially make a determination as follows:
If the complaint alleges, or potentially alleges, a violation of Crohn's and Colitis Canada’s Guidelines for Business Conduct, or legal or regulatory requirements in the jurisdictions in which Crohn's and Colitis Canada is operating, or a violation of accounting or auditing controls and procedures, it must be dealt with as provided for in the Crohn's and Colitis Canada Whistleblower policy. In this event, the employee receiving the complaint is obligated report the matter forward as provided for under that policy, including the contact information of the complainant. The employee shall inform the complainant that the matter has been referred upwards. The Whistleblower policy shall then be followed, and no further provisions of this policy shall then apply. If the matter does not allege, or potentially allege, a matter as described above, the remaining provisions of this policy shall apply.
HANDLING OF REPORTS
An employee receiving any complaint must first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. If the employee has any doubt, he or she should consult with his or her supervisor or any member of senior management. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it.
The person who initially receives the complaint should acknowledge to the complainant as soon as possible that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, the acknowledgement shall say so. Basic contact information including name, phone number and email address should be recorded, along with any other pertinent information regarding the receipt of the complaint.
RESOLVING THE COMPLAINT
Every effort should be made to resolve complaints received in a timely fashion. Where a complaint cannot be easily resolved, it should be escalated to the next line of supervision. Once a matter is considered resolved, or has been deemed to be non-resolvable, in the opinion of Crohn's and Colitis Canada, the complainant shall be informed accordingly.
Under no circumstances shall any member of Crohn's and Colitis Canada discriminate or retaliate against any persons filing a report under the provisions of this policy. Notwithstanding this rule, Crohn's and Colitis Canada shall not be required to further investigate, resolve, communicate about, or take any other action with respect to any complaint if it is not made in good faith or is deemed, after a fulsome consideration, to be without merit or frivolous in nature.
On an annual basis management must submit to the board a Complaints Report, which shall include as a minimum, the number of complaints in the reporting period, the type of complaint and the disposition of the complaints received.