Purpose
The purpose of this complaint policy is to ensure that all stakeholders of the Kamloops Food Bank have a clear understanding of the procedure for lodging complaints, as well as to establish a fair and transparent process for resolving complaints in a timely manner. This policy ensures that concerns and complaints can be expressed and addressed without fear of reprisal, reprimand or retaliation, and that the Kamloops Food Banks response to complaints will be guided by our mission, vision and values.
Scope
This policy applies to all clients, donors, volunteers, board directors, and staff members of the Kamloops Food Bank.
Definitions
- Complaint: A formal expression of dissatisfaction with any aspect of the services, operations, or conduct related to the Kamloops Food Bank.
- Complainant: Any individual or organization lodging a complaint.
- Respondent: The individual or department responsible for addressing and resolving the complaint.
- Resolution: The outcome or solution to the complaint that satisfies the complainant.
Lodging a Complaint
- Complaints can be lodged verbally or in writing through any of the following channels:
- In-person at the Kamloops Food Bank
- Via email to info@kamloopsfoodbank.org
- By phone to (250) 376-2252
- Complaints should include sufficient detail to allow for a thorough investigation and resolution.
Handling of Complaints
- Upon receiving a complaint, the Complaints Officer will acknowledge receipt within 3 business days
- The Complaints Officer will initiate an investigation into the matter promptly.
- The Complaints Officer may request additional information from the complainant or any other relevant parties to facilitate the investigation.
- The Complaints Officer will keep the complainant informed of the progress and expected timeframe for resolution.
Assessment of Impact of Complaint to Organization
The President and CEO will be informed of the complaint and provided the opportunity to assess the impact of the complaint on the organization. Complaints can be assessed by risk level: Complaints can be assessed by risk level:
- High Risk:
- Impacts the reputation of the Kamloops Food Bank
- Impacts the reputation of a donor
- Impacts the safety of the public, an employee or volunteer at a food bank
- High risk safe food handling practices
- Breach of Kamloops Food Bank Code of Ethics
- Suggestions of legal/financial wrongdoing
- A threat to involve the media
- Medium
- Issues related to our communication (advertising, programs etc.)
- Quality of service provided by the Food Bank or its staff/volunteers
- Issues related to how donated funds are used, designated or invested
- Low risk:
- General comments/complaints about food bank use, fundraising, or communication.
Resolution of Complaints
- The Complaints Officer will endeavor to resolve complaints within 10 business days
- Once the investigation is complete, the Complaints Officer will communicate the outcome to the complainant.
- If the complaint is upheld, the Complaints Officer will outline the proposed resolution.
- If the complainant is not satisfied with the proposed resolution, they may request a review of the decision
Confidentiality and Record-Keeping
- All complaints and related information will be treated confidentially and in accordance with applicable privacy laws.
- Records of complaints, investigations, and resolutions will be maintained for a minimum period of 12 months and stored securely.
Feedback and Continuous Improvement
- The Kamloops Food Bank is committed to using feedback from complaints to identify opportunities for improvement in our services and operations.
- Feedback received through complaints will be reviewed periodically to identify trends, recurring issues, and areas for enhancement.
- A report on the number and nature of complaints received will be provided twice annually to the Board of Directors.
Non-Retaliation
The Kamloops Food Bank prohibits retaliation against individuals who raise complaints in good faith. Any instances of retaliation will be promptly investigated and addressed in accordance with applicable policies and procedures.
Review and Revision
This complaints policy will be reviewed annually to ensure its effectiveness and relevance. Any revisions to the policy will be communicated to all stakeholders in a timely manner.
Contact Information:
For any inquiries or to lodge a complaint, please contact:
- Email: info@kamloopsfoodbank.org
- Phone: (250) 376-2252
Acknowledgment
By utilizing the services of the Kamloops Food Bank, all stakeholders agree to abide by this complaints policy and cooperate with its implementation.
Policy Approval
This policy has been reviewed and approved by the Kamloops Food Bank’s Board of Directors on July 23, 2024.
Food Banks Canada’s Customer Experience Hotline
To further share a concern or complaint please contact the Food Banks Canada’s Customer Experience Hotline at 1.877.280.0329 or complaints@foodbankscanada.ca.
