The purpose of this policy document is to set out procedures in the event of a complaint from a person external to the Society.
2. Our Commitment
The John Howard Society of Canada is committed to dealing with, and resolving complaints as quickly as possible. All complaints and appeals will be handled professionally, confidentially and in a timely manner, in order to achieve a satisfactory resolution that is fair and equitable to all parties.
3. Complaints Process
A complaint may be submitted in writing (by mail, fax or email) to the appropriate senior staff member or Board member. The person who receives the complaint will forward it to either the Executive Director or the Chairperson of the Board of Directors, if necessary. Contact information will be collected from the complainant and an approximate timeframe for response will be provided.
4. Complaint Resolution
Complaints will be handled as efficiently as possible. The person receiving the complaint will attempt to resolve it immediately. If this is not possible, the complaint will be given to the Executive Director or the Board President. A response will be provided in writing to the complainant clearly outlining the rationale for the decision. Complainants may submit an appeal to the next level of supervision, and if still unsatisfied, may contact a relevant governing body external to the Society, such as the Canada Revenue Agency or Imagine Canada, if appropriate.
5. Documenting the Complaint
All complaints will be recorded and will include the contact information of the complainant, details of the complaint, who responded, resolution, and outcome. Complaints involving any financial or fundraising matters or staff will be reported to the Board of Directors annually.
6. Contact Information
Complaints may be submitted by email to firstname.lastname@example.org or in writing to:
The John Howard Society of Canada
809 Blackburn Mews
Kingston, ON, Canada
or by fax to (613) 384-1847.