Contact Us / Complaints Policy

Complaints Policy

This policy applies to complaints received by any party regarding BBBS Carleton-York, our activities, programs, services, staff or volunteers.

Guiding Principles

• It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as
• Review of complaints is fair, impartial and respectful to all
• Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or
• Complainants are provided clear and understandable reasons for decisions relating to complaints.
• Updates are provided to complainants during review
• Complaints are used to assist in improving services, policies and

 Types of Complaints

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by BBBS Carleton-York as an organization or a staff member or volunteer acting on behalf of BBBS Carleton-York

Examples include but are not limited to:

• perceived failure to do something agreed
• failure to observe policy or
• error made by a staff member/volunteer.
• unfair or discourteous actions/statements by staff member or volunteer.

Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure

Complaint Receipt and Handling

A complaint may be received verbally (by phone or in person) or in writing (by mail or email). The complaint will be acted on either by the person receiving the complaint or another employee. If a timeframe for action can be determined, it will be provided. Required contact information from the complainant includes name, phone number, email and address.

Resolving the Complaint

Complaints received in writing shall be acknowledged within two business days, and staff shall attempt to resolve the matter within ten business days.

Where a complaint cannot be easily resolved, it shall be escalated to the Executive Director. If the complaint is about the Executive Director, it shall be handled by the Chair of the Board.

Complainants will be kept informed of the status of their complaint. Every attempt will be made to resolve an escalated complaint within an additional ten business days, such that the complaint is resolved within a month of having been received.

Documenting the Complaint

We keep a record of all complaints. Information about complaints is recorded including a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.

Any complaints can be sent to:

Big Brothers Big Sisters of Carleton-York

108 Richmond St. Woodstock NB E7M 2N9

Info.cy@bigbrothersbigsisters.ca

506-328-2094