Complaint Policy

The YMCA of Moose Jaw will take all reasonable steps to ensure that policies and procedures are fully understood as well as consistently and fairly applied. 

This policy is intended to encourage and enable anyone to raise serious concerns so that we can address and correct inappropriate conduct and actions. It is the responsibility of all board members, employees and volunteers to report concerns about violations of our policies or suspected violations of law. 

 

Philosophy

  • We believe that complaints are to be dealt with promptly and resolved as quickly as possible. 

  • We believe that the review of complaints is fair, impartial and respectful to all parties. 

  • Complainants always have the option to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome or uncomfortable dealing with someone.

  • Complainants are provided clear and understandable reasons for decisions relating to complaints and are updated with relevant information throughout the process.

  • We believe that complaints help us in improving services, policies and procedures. 

 

Types of Complaints

Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by the YMCA of Moose Jaw as an organization or a staff member or volunteer acting on its behalf. Anyone personally affected can complain and their complaint will be reviewed.

Examples include but are not limited to: 

  • perceived failure to do something agreed upon; 

  • failure to observe policy or law;

  • Breaches or departure from our ethical standards;

  • error made by a staff member/volunteer; or 

  • unfair or discourteous actions/statements by staff member/volunteer;

 

Complaint Receipt and Handling

A staff or volunteer complaint may be received verbally (by phone or in person) or any complainant may communicate in writing (by mail, fax, email).  An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that he/she has received it and will act on it. 

The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded. 

 

Acting in Good Faith 

Anyone filing a written complaint concerning a violation or suspected violation must be acting in good faith and have reasonable grounds for believing the information disclosed indicates a violation. Any allegations that prove not to be substantiated and which prove to have been made maliciously or knowingly to be false will be viewed as serious. In the case of employees, such offenses will be handled on a case-by-case basis as determined by the CEO and/or the Chair of the Board. 

 

Confidentiality 

Violations or suspected violations may be submitted confidentially by the complainant. Reports of violations or suspected violations will be kept confidential to the extent possible, consistent with the need to conduct an adequate investigation. 

 

Resolving the Complaint

Every effort should be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately. Complaints received in writing as soon as possible, but in all cases in no more than 2 business days.

Where a complaint cannot be easily resolved, it should be escalated to the relevant Manager. If the Manager cannot resolve the complaint, it will be escalated to the CEO. If the complaint is about the CEO, it will be handled by the Board Chair. Complainants should be kept informed of the status of their complaint and every attempt should be made to resolve escalated complaints within 2 weeks.

 

Documenting the Complaint

It is necessary to keep a record of any complaint immediately (on the same day it is received). Information about such complaints written down/emailed (including a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution) and submitted to a Manager.

On a quarterly basis the managers will submit to the CEO a summary of all complaints received (including type) in the period. Annually, the CEO shall report to the Board a summary of the complaints received. To be clear – all website complaint will be recorded as well as any complaint that is escalated for any reason and any complaint that is not rectified to the complainant’s satisfaction the same day) – complaint will be broken down by Complainant category (staff/ volunteer/ external). HR complaints are excluded from the scope of this policy as they fall within the purview of HR matters and under relevant HR policies and procedures.