Statement of Commitment
Big Brothers Big Sisters of Peel York believes that a complaints process is an important part of providing quality service. The purpose of the complaints policy is to create a transparent and fair method of responding to complaints.
Who has Standing?
Big Brothers Big Sisters of Peel York will respond to complaints or other feedback from participants in the agency’s programs, their family member(s) or person(s) acting on their behalf or members of the general public.
Definition of Complaint
A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Big Brothers Big Sisters of Peel York as an organization or by a staff member or volunteer acting on behalf of Big Brothers Big Sisters of Peel.
Examples include but are not limited to:
- Perceived failure to do something agreed upon
- Perceived failure to observe policy or procedures
- Concern that an error was made by staff member/volunteer
- Unfair or discourteous actions/statements by staff member/volunteer
- Perceived misuse of equipment or property on the part of anyone associated with Big Brothers Big Sisters
- Perceived wrong doing regarding the handling or use of cash, donations, gifts in-kind, tax receipting, solicitation issues, fraud, non-compliance with CRA
Our Process
Big Brothers Big Sisters of Peel York recognizes that when a person has a complaint, the way in which that complaint is handled is critical to the person’s on-going relationship with us. Responses will be prompt, respectful, impartial and thorough. Efforts will be made to resolve complaints as quickly as possible.
Individuals are assured that complaints can be made under this policy without fear of reprisal or retaliation. Employees, students or volunteers who retaliate against someone who has, in good faith, reported a violation under this policy are subject to discipline up to and including termination.
Complainants have the right to escalate their complaint to a more senior staff person if they are dissatisfied with the process or the outcome.
Process
Information about this complaints process will be shared on the Big Brothers Big Sisters of Peel York website and in the intake package provided to volunteers and client applicants.
A complaint may be submitted verbally or in writing.
- By phone: Please call 905.457.7288 (x. 265)
- By email: Please send your email to info.peel@bigbrothersbigsisters.ca
- By mail: Big Brothers Big Sisters of Peel | York, 71 West Drive, Unit 23, Brampton Ontario, L6T 5E2
How your Claim will be Handled
Generally, complaints will be received and assigned to the appropriate manager. In all cases, the President & CEO will be notified of the complaint within 24 hours.
Managers will respond in a format they determine to be most conducive to resolving the compliant.
Where a complaint cannot be easily resolved, it will be escalated to the relevant Director. A Director may involve the President & CEO.
Complaints about the President & CEO, Board members and Board Policy will be directed to the Chair of the Board.
Timeliness: A complainant will receive contact from the appropriate person within the organization within three business days even if an appropriate solution to the problem requires additional time.
Reporting Back: If the issue cannot be resolved right away, the appropriate department will respond as soon as the matter has been reviewed. All concerned parties will be advised of the results of the review.
Confidentiality: Complaints are kept confidential when received. However, complaints that go forward will require that if an individual is the subject of the complaint that that person and other persons involved must be advised in order to fully and fairly review the complaint.
Documentation: Big Brothers Big Sisters of Peel York will maintain a record of received complaints including an update of progress and final outcomes. A summary of the complaints received, including the number, type and status of complaints will be reported to the Board of Directors annually.