Complaints Policy

Intent

Abundance Canada recognizes that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such complaints or concerns, and that they need mechanisms to do so. This policy is intended to create a transparent, timely, and fair method of responding to public complaints. Abundance Canada recognizes that complaints are used to assist us in improving services, policies and procedures.

Scope

This policy applies to all complaints received from stakeholders about our services, policies, staff, or Board volunteers. This policy serves as a companion to the organization’s Accessibility for Ontarians with Disabilities Act [AODA] Policy.

It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. The review of complaints will be fair, impartial, and respectful to all parties. Complainants will be advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.

Complainants will be provided clear and understandable reasons for decisions relating to complaints. Updates will be provided to complainants during the review processes.

Definition

Complaints are defined as an expression of dissatisfaction regarding a service, an action or lack of action, or the way in which Abundance Canada employees or volunteers carry out their duties. Complaints typically arise when a person believes:

  • Abundance Canada has failed to do something agreed upon or expected;
  • An Abundance Canada policy or procedure has not been followed;
  • An Abundance Canada policy or procedure is deemed unfair or inadequate;
  • An error has been made; or
  • Abundance Canada employees or volunteers acted in an unacceptable manner.

A complaint is distinct from an inquiry, feedback, or a suggestion.

Procedure

Informal Complaint

If you have a complaint or concern, you are encouraged to discuss the matter with the staff who is most connected to the concern/situation, either in person, by phone, or by email. If your complaint is not resolved or if you are uncomfortable discussing the issue with the relevant person, you can inform the Director for the service:

  • Director of Gift Planning – oversees Gift Planning Consultants and services
  • Director of Finance – oversees financial operations and donations
  • Director of Operations – oversees Administration Staff and general operations
  • Director of Communications – oversees marketing and communications

This informal process can be used to resolve many inquiries or matters of simple error that can be corrected to your satisfaction. If the matter is not resolved at this stage, you have the opportunity to make a formal complaint.

Every effort will be made to resolve complaints in a timely fashion. When receiving a verbal complaint, staff will listen and seek to understand the complaint, and may attempt to resolve it immediately. If follow‐up is required, basic contact information including name, phone number, and email address will be collected.

Formal Complaint

If you have been unable to resolve your concern through the informal process described above, a formal complaint may be made in writing to:

Complaints
c/o Director of Operations
Abundance Canada
12-1325 Markham Rd., Winnipeg, MB R3T 4J6

or via email to complaints@abundance.ca.

Please provide your contact information, as Abundance Canada will not be able to properly respond to anonymous complaints. If you are unable to register the complaint in this manner due to a disability, you may contact Abundance Canada to request accommodation, which will be provided appropriate to your needs and circumstances.

Process

Once you have registered a complaint, Abundance Canada is committed to handling the complaint fairly and in a timely manner. You will be treated with respect and kept informed of the status of the complaint. Confirmation of receipt of your complaint will be given within two business days of receiving the complaint to communicate expectations for how long the investigation will take if it can be reasonably assessed at that point.

Abundance Canada aims to resolve all complaints within 10 business days of receiving them. If this timeline cannot be met, you will be informed of the reasons and given a revised timeframe. Upon completion of the investigation, you will be provided with clear reasons for the decisions relating to the complaint.

How Your Complaint Will be Dealt With

Formal complaints are received by the Director of Operations who assigns direct inquiries to the appropriate department. Departments will either respond by sending a formal letter, email, or will telephone the individual. Where a complaint cannot be easily resolved, it will be escalated to the relevant Director/Manager.

Complaints about the CEO, Board Members and/or Board Policy will be directed to the Chair of the Abundance Canada Board of Directors.

Appeals

If you are not satisfied with the findings or the corrective action, you may submit a written appeal to the CEO or Designate within 10 business days of the receipt of the communication.

Confidentiality / No Retaliation

Abundance Canada will make every effort to ensure confidentiality for the person reporting a complaint or concern. No person who in good faith and under this policy submits a complaint/concern shall suffer harassment or retaliation.

Records

A summary of complaints and their resolutions will be recorded and reviewed by the Board of Directors on a bi-annual basis. Information recorded includes a description of the complaint, who handled it, timeframe, and a description of the resolution.