Complaints Policy

Revised January, 2022

Purpose:

This policy is committed to ensuring Moorelands Kids maintains excellent relationships with all its stakeholders, which we have identified to be:

• Kids, program participants and their families.
• Volunteers, donor partners and other financial supporters.
• Engaged staff and program supporters.
• Our neighbours and other organizations with which we interact

Procedures:

In the event that a complaint arises from one of our stakeholders, we are committed to addressing complaints in a manner which timely and open and accessible to all stakeholders.  We aim to ensure that we respond fairly and respectfully and that we provide an opportunity for the complainant to explain the problem so that we can take prompt action and follow up until the issue is resolved. This policy sets out the process for addressing concerns of all stakeholders.

Program Participants and their Families

1. Complaints about a specific program should be addressed to the staff person who is most closely connected to the concern or situation.  Since our staff is directly involved with participants in our programs, or their supervisor as appropriate, it should be easy to identify to whom a complaint should be addressed.
2. Complaints will be documented, including the complaint’s name, date, contact information, and a description of the complaint and what they feel is needed to resolve the issue.  This will also be documented along with any further steps that might be required by Moorelands Kids.   It is hoped that most complaints will be resolved to the satisfaction of the complainant at this stage.
3. If the complaint is not resolved at this stage or if the complainant is uncomfortable discussing it with the relevant person, the complaint should be addressed to the staff member who is in charge of the particular program, as follows:
   • Moorelands Camp – Camp Director or Assistant Camp Director
   • After-school Leadership Programs – After-school Programs Manager
   • Holiday Sharing – Christmas Sharing Co-ordinator
   • Contact any of these staff members using the form below
4. If a complaint is not resolved at this stage, either the complainant or Moorelands Kids staff may contact the Executive Director who will then endeavour to resolve the issue.  The complainant will be informed at each step.
5. The Executive Director may decide to bring the complaint to the President of the Board of Directors, or the full Board, for advice and direction.  The complainant will be informed of the decision of the President/Board.  Staff members will be responsible for implementing this decision.

Donors or Financial Supporters

1. Complaints related to fundraising or grant applications should be directed to the Director of Development & Communications, and if there is no satisfactory resolution, to the Executive Director.
2. Complaints will be documented, including the complainant’s name, date, contact information, and a description of the complaint and what the complainant feels is needed to resolve the issue.  This will also be documented along with any further steps that might be required by Moorelands Kids. It is hoped that most complaints will be resolved to the complainant’s satisfaction at this stage.
3. If the complaint is not resolved at this stage, the complainant may contact the Executive Director who will then endeavour to resolve the issue.  The complainant will be informed at each step.
4. The Executive Director may decide to bring the complaint to the President of the Board of Directors, or the full Board, for advice and direction. The complainant will be informed of the decision of the President/Board.  Staff members will be responsible for implementing this decision.

Other Complaints

1. All other complaints should be directed to the Executive Director who will decide who is the most appropriate staff person to address concerns.
2. If the complaint is not addressed adequately by that staff person, the complainant may refer it to the Executive Director who will follow the steps as outlined above.

Guidelines for Complaints

1. Confidentiality will be respected to the maximum extent possible at all times for complaints brought forward.
2. Moorelands Kids will attempt to respond to all complaints as soon as possible.
3. Documentation about the complaint will be kept separately from other files related to the stakeholder.
4. All staff will be educated as to the complaint resolution process and will follow the process for handling complaints.
5. The Executive Director will report to the Board as is appropriate about the number, type and disposition of complaints received.  The report will include comments about any trends that have been identified through the complaints process.