Complaints policy

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1.0 PURPOSE

The purpose of this policy is to set out the process for resolution of concerns and formal complaints received by Ever Active Schools (EAS) about our activities, programs, services, staff, or volunteers. EAS is committed to its mission. We behave in an open, honest and transparent way. We embrace and value the diversity inherent in our communities. We listen to the perspectives and needs of donors, schools  and communities, and respond in a way that is supportive and enabling. While we intend to deliver our products and services to positive response, , we acknowledge that there may be occasions when someone may object to how we conduct ourselves.

2.0 SCOPE OF APPLICATION

This policy applies to all members of Ever Active Schools (EAS), its employees, Board of Directors, students, volunteers, and outsourced agents.  The application of this policy and procedures is based on specific fact situations and will be applied consistently in similar fact situations.

3.0 DEFINITIONS

Complaint
An expression of dissatisfaction with any aspect of Ever Active School's operations or governance. Examples include but are not limited to the perception of:
● Failure to implement or follow through on a commitment;
● Failure to observe policy or procedures; or
● Unfair or discourteous actions/statements by staff member/volunteer

Complainant
The individual or entity submitting the complaint.

Resolution
The action taken to address the complaint and provide a satisfactory outcome.

 

4.0 STATEMENT OF POLICY

4.1 RECEIVING A COMPLAINT

If you have a complaint or concern about your experience with Ever Active Schools, please contact us at info@everactive.org or call 780-454-4745. Your concern will be directed to the person most able to assist you with the process of making and resolving your complaint. Your complaint will be considered by the organization when it is received verbally (phone) or in writing (info@everactive.org). In order to begin a review of the complaint, organization staff will need the name and contact information of the complainant as well as a complete description of the facts and circumstances of the issue being raised and any suggested action or remedies to resolve the issue. Under ideal circumstances, the complaint should be made directly to the individual in the organization involved to try to quickly resolve the issue. If that individual is not known, or if the complainant does not feel comfortable directing the complaint to that individual, the complaint can be forwarded to privacy@everactive.org, who will then determine the most appropriate staff member to handle the complaint. The complainant will be advised which staff member will respond and a timeline for action will be provided. If the complaint relates to a volunteer member, the complaint will be referred to the staff who provides direct support to that volunteer. 

4.2 RESOLVING THE COMPLAINT

Every effort will be made to resolve complaints quickly and to the satisfaction of both the complainant and the organization. Complaints received in writing will be acknowledged within 3 business days. After acknowledging receipt of the complaint within 3 days, the response and final review should occur within 10 business days of that date. The staff member receiving the complaint may be able to resolve the complaint immediately; however, when a complaint cannot be easily resolved, it will be reviewed by the Executive Director. Every attempt should be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of being received. In situations where the complainant is not satisfied with the response or the proposed resolution from the Executive Director, the complaint will be forwarded to the Board of Directors for review and advice if warranted. If the complaint is related to the Executive Director, the complainant may direct the complaint to the Board Chair.

4.3 DOCUMENTING THE COMPLAINT

Complaints will be documented and kept in a file separate from any file related to the stakeholder and maintained for seven years. The Executive Director will track and respond to trends identified through the complaint resolution process. The Executive Director will ensure that a quarterly review is done on any complaints received (including number and type) and an annual report, including number, type and disposition of complaints received will be made to the EAS Board.

5.0 ROLES & RESPONSIBILITIES

5.1 EXECUTIVE LEAD

  1. Ensuring members of the public have access to and are made aware of this External Complaints Policy.
  2. Ensuring that confidentiality is respected and maintained during the complaint procedure. 
  3. Ensuring that all written records of the complaint are filed in a secure manner.  
  4. Monitor the implementation of the policy to ensure it is being followed consistently.
  5. Ensuring complaints are addressed in a fair, timely and efficient manner.
  6. Report annually to the board a summary of all complaints received.

5.2 EMPLOYEES

  1. Thoroughly understand this policy and know the different channels for submitting complaints as well as timelines for responses.
  2. Adhere to this policy when handling any customer or partner complaints.
  3. Receive complaints in a professional and courteous manner. Listen attentively, acknowledge the complainant’s concerns, and gather all the relevant information.
  4. Know when and how to escalate complaints.
  5. Report all breaches of this policy to the Manager or Supervisor as applicable.
  6. Assist with the investigation of any breaches of this policy.
  7. If involved in a complaint procedure, declare any perceived or real conflict of interest and prior knowledge of the complaint and refrain from participating in the complaint procedure, if required.