This Complaints Policy (“the Policy”) applies to any complaints received by staff or Board members of Big Brothers Big Sisters of Eastern Newfoundland (BBBSEN) concerning the organization’s activities, programs, services, staff, or volunteers.

Guiding Principles

  • Complaints should be handled promptly and resolved as quickly as possible in the interest of all parties involved.
  • The review process for complaints must be fair, impartial, and respectful toward all parties.
  • Complainants are informed of their right to escalate the complaint to a more senior staff member if they are dissatisfied with the initial treatment or outcome.
  • Complainants are provided with clear and understandable reasons for decisions regarding their complaints.
  • Regular updates are provided to complainants during the review process.
  • Feedback from complaints is used to improve services, policies, and procedures within BBBSEN.

Types of Complaints

Definition: A complaint is an expression of dissatisfaction with BBBSEN’s service, actions, or lack of action, whether directed at the organization, its staff, or volunteers.

Examples of complaints include but are not limited to:

  • Perceived failure to fulfill an agreed-upon commitment;
  • Failure to observe policies or procedures;
  • Errors made by a staff member or volunteer;
  • Unfair or discourteous actions or statements by a staff member or volunteer.

Anyone personally affected by an action (or inaction) of BBBSEN can submit a complaint, and it will be reviewed in accordance with this policy.

Complaint Receipt and Handling

Complaints may be submitted verbally (via phone or in person) or in writing (by mail, email, or fax). Upon receiving a complaint, the employee or volunteer must determine who is the most appropriate person to handle the issue. Generally, this will be the individual who has the primary relationship with the complainant or who possesses the knowledge necessary to address the matter.

The person receiving the complaint is responsible for attempting to resolve it or transferring it to someone better equipped to handle it. If transferred, the recipient of the complaint must acknowledge receipt and take responsibility for its resolution.

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be addressed either by themselves or by another responsible individual. If possible, they should provide an estimated timeline for action in their acknowledgment. Basic contact information, including the complainant’s name, phone number, and email address, should be recorded immediately.

Resolving the Complaint

Efforts should be made to resolve complaints as quickly as possible. When a verbal complaint is made, staff should listen carefully and try to understand the nature of the complaint, with the goal of resolving it immediately if possible. For complaints submitted in writing, an acknowledgment should be sent within two business days, and staff should attempt to resolve the matter within ten business days.

If the complaint cannot be easily resolved, it should be escalated to the Executive Director. If the Executive Director cannot resolve the issue, it should be escalated to the Chair of the Board. Should the complaint concern the Executive Director, the Board Chair will handle the issue. Complainants should be kept informed about the status of their complaint throughout the process. Every effort should be made to resolve escalated complaints within an additional ten business days, aiming to resolve the matter within one month of the complaint being received.

Documenting the Complaint

A record must be kept of any complaint that involves a dispute over money or any complaint that cannot be resolved on the same day it is received. All such complaints must be documented in the complaints tracking worksheet. This record should include:

  • A description of the complaint;
  • The individual(s) handling the complaint;
  • Actions taken to resolve the issue;
  • Timeframes for resolution;
  • A description of the final resolution.

A summary of all complaints received, including the number and types of complaints, must be reported to the BBBSEN Board of Directors on an annual basis.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

A summary of the complaints received, including number and type, shall be reported to Big Brothers Big Sisters of Eastern Newfoundland’s Board of Directors annually.