4.02 Complaints Policy
Policy Statement
This policy and procedures apply to all complaints received by SFB about all aspects of the operations, including activities, service, and volunteers.
Complaints
A complaint is an expression of dissatisfaction or concern about the service, action or lack of action. Examples may include (but are not limited to);
- Perceived failure to deliver agreed-upon services,
- Failure to uphold policies and procedures,
- Error made by a volunteer,
- Unfair or discourteous conduct by a volunteer.
Guiding Principles
- All complaints will be dealt with promptly and resolved as quickly as possible.
- Review of complaints will be fair, impartial and respectful of all parties involved.
- Complaints will be directed to the person who is able to directly address the concern in a timely manner.
- Complainants will be provided with the basis for decisions and outcomes relating to their complaint.
- Complaints will be used to assist in improving service, policies and procedures.
Complaint Receipt
Complaints will be received from individuals who are personally and directly affected by the action and complainants will be expected to identify themselves when bringing forward their complaint. Sooke Food Bank will not retaliate against individuals who make good-faith complaints.
A complaint may be received verbally (by phone or in person) or in writing (by mail or email). Anyone who receives a complaint should direct the complaint to the Executive Director. Complaints regarding the ED, should be directed to the Vice President of the Board of Directors. The ED or Vice President will determine the most appropriate person with specific knowledge and capacity to handle the complaint and redirect it to that person. Both the recipient and the complainant will be told who is dealing with the complaint.
Resolution
Complaints received will be acknowledged within 2 business days. If possible, action for resolution will begin at the same time. Every effort will be made to resolve complaints in a timely fashion. The complainant will be informed of the process and any resolution or further action within a maximum of 7 working days.
Documentation
All complaints will be documented with basic information and must be recorded immediately when the complaint is received to help with accuracy, accountability and understanding of the complaint.
Information recorded will include;
- The name of the complainant and their contact information,
- A brief description of complaint and source of concern,
- The name of the receiver of the complaint, any referrals for resolution,
- Outcome if determined, and
- Time frame.
An annual summary of complaints will be presented to the Board of Directors which will include the number, type, and disposition of the complaints received over the previous 12 months, in sufficient detail for board members to understand the overall nature and impact of complaints received, and any remediation action that is needed.
If your complaint cannot be resolved at Sooke Food Bank, please contact Food Banks Canada. The Food Banks Canada customer experience hotline is 1.877.280.0329. You can also share a concern or complaint by emailing complaints@foodbankscanada.ca