Complaints Policy
Purpose
To ensure Fighting Blindness Canada (FBC) manages all stakeholder complaints fairly, promptly, and transparently, in a manner that protects the organization’s integrity, fosters continuous improvement, and upholds trust in our mission.
Definition: A complaint is an expression of discontent, regret, or resentment – whether verbal ,written or electronic – about Fighting Blindness Canada staff members and volunteers’ actions, service, or the lack thereof, where a response or resolution is explicitly or implicitly required.
Examples include, but are not limited to:
- Perceived unfair treatment or unprofessional conduct by staff or volunteers
- Concerns about fundraising practices, communications, or use of funds
- Dissatisfaction with program delivery, events, or donor recognition
- Allegations of ethical, reputational, or legal concern
Concerns deemed ‘business as usual’ such as minor inquiries, requests for information, or routine feedback do not constitute complaints unless the individual indicates dissatisfaction or requests corrective action.
Guiding Principles
- Accessibility: Multiple channels for submitting complaints (email, phone, website, mail).
- Respect and Fairness: All complaints handled courteously, confidentially, and without prejudice.
- Timeliness: Complaints acknowledged within 5 business days and resolved within 10 business days whenever possible.
- Accountability: Decisions are documented, communicated to the complainant, and reported to management and the Board.
- Learning and Improvement: Complaints are viewed as opportunities to enhance systems, processes, and relationships.
Roles and Responsibilities
| Role | Responsibility |
|---|---|
| All Staff and Volunteers | Receive complaints courteously, document them accurately, resolve it immediately if within their authority, or forward them promptly to the appropriate manager. |
| Managers / Department Leads | Assess, investigate, and resolve complaints within their area of responsibility; escalate if potential reputational or legal risk exists. |
| Senior Leadership Team (SLT) | Oversee significant or unresolved complaints; ensure systemic issues are addressed; determine if external communication or legal consultation is required. |
| President & CEO | Final authority for resolution of major complaints; ensures timely reporting to the Board Chair for any complaint involving reputational, financial, or legal risk. |
| Board Chair | Receives and addresses complaints involving the CEO; ensures governance oversight. |
| Board of Directors | Reviews an annual summary of complaints and corrective actions |
Escalation and Reporting
- Operational complaints are resolved at the staff or manager level.
- Complaints with risk — those that involve alleged misconduct, significant reputational risk, privacy breaches, or legal implications — are escalated immediately to the CEO (or Board Chair if the CEO is implicated).
- The CEO reports any major or reputational complaints and their resolutions to the Board at the next regular meeting or sooner if warranted.
- A summary log of all complaints (volume, type, and resolution) is presented annually to the Board.
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