Donor Care and Complaints Policy

Policy Statement

To ensure donor retention and stewardship are well maintained and that we have consistent donor interaction and management.

Purpose

To ensure compliance with Imagine Canada’s Ethical Fundraising and Financial Accountability Code.

Scope of this Policy 

This Policy sets out the principles that will be observed by Covenant House Toronto (hereinafter “CHT”) with respect to complaints received about our activities, programs, services, staff or volunteers.

Principles of Complaints Policy 

It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible, based on the following guiding principles: 

  • Review of complaints shall be fair, impartial and respectful to all parties.  
  • Complainants shall be advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.  
  • Complainants shall be provided clear and understandable reasons for decisions relating to complaints.  
  • Updates shall be provided to complainants during review processes.  
  • Complaints will be used to assist in improving services, policies and procedures.  
  • The complaints process shall be accessible to all persons, and CHT will strive to alleviate barriers to access, wherever possible.

Definitions for terms in this policy 

For the purposes of this policy, a complaint is defined as an expression of dissatisfaction about the service, actions, or lack of action by CHT as an organization or a staff member or volunteer acting on behalf of CHT. Examples include but are not limited to the following:  

  • perceived failure to do something agreed upon  
  • failure to observe policy or procedures  
  • error made by a staff member/volunteer  
  • unfair or discourteous actions/statements by staff member/volunteer  
  • dissatisfaction with fundraising practices/approach

Donor Disclosure

Covenant House shall honor donors’ requests to remain anonymous in respect to:

  • Being publicly identified as a supporter of the organization and/or
  • Having the amount of their contribution publicly disclosed

Expressed consent is needed for donor recognition. Covenant House Toronto will not publicly recognize any donor unless they have given consent. Any donor who has not given consent for recognition will be asked annually. If no response is received, they will be assumed to be anonymous. Online donors can select the “Anonymous” box when donating for recognition purposes.

Donors who make donations through direct mail can always contact Covenant House Toronto to have their donations remain anonymous at any time. Covenant House Toronto will contact donors by phone, email, and mail who have donated $1,000+ and have not specified whether they want to be recognized, asking if they would like to be recognized. Covenant House Toronto will assume the donor wants to be anonymous if no contact is made.

Information about donors who want to remain anonymous will be recorded in the Raiser’s Edge database.

Solicitation

Covenant House Toronto solicitors will treat donors and prospective donors with respect. Every effort shall be made to honor donors' requests to:

  • Limit the frequency of solicitations;
  • Not be solicited by telephone or other technology;
  • Receive printed material concerning the charity;
  • Discontinue solicitations where they are indicated to be unwanted or a nuisance.

Complaints Procedure

Covenant House is committed to providing an open and transparent process for handling allegations of breaches of privacy or non-compliance with the Imagine Canada Ethical Code program (complaints).

Covenant House has appointed a Privacy Officer who will receive and respond to complaints and recommend policy, procedural, and practice changes as needed.

Covenant House will investigate all complaints. If a complaint is found to be justified, Covenant House will take appropriate measures, including, if necessary, amending its policies, procedures, and practices. All complaints will be handled with sensitivity, respect, and in a timely manner.

  1. An individual inquiring about Covenant House's complaints procedure will be offered a copy of the privacy policy or Imagine Canada Ethical Code Guidelines, as appropriate, and a copy of this procedure.
  2. Complaints will be directed to the Privacy Officer of Covenant House.
  3. An individual may make a written or verbal complaint by:
    1. Telephone: (416) 598-4898
    2. Fax: (416) 204-7030
    3. E-mail: privacyofficer@covenanthouse.ca

In order for a complaint to be investigated, complainants must provide:

  • Sufficient detail to permit investigation, including, but not limited to, the situation leading to the complaint, the nature of the alleged breach or non-compliance, and individuals involved
  • Contact information for communication with the complainant, including full name, address, phone number, and email address
  • Appropriate proof of identity

Details of the complaint will be disclosed only to the Privacy Officer and to those individuals required to adequately investigate the complaint.

The Privacy Officer provides the Board of Directors with an annual report on the number and general nature of complaints made, and the disposition of these complaints.

Process 

    A complaint may be received verbally (by phone or in person), or in writing (by mail, fax, email, social media). The employee or volunteer who receives the complaint will refer the complaint to the appropriate person if they are unable to resolve it, advising the complainant of their actions. The person who has received the referral will acknowledge that they have received it to the complainant and that they are acting on it providing a timeframe. 

    Resolving the Complaint  

    Complaints received in writing will be acknowledged within 2 business days and staff will attempt to resolve the matter within 10 business days.  

    Where a complaint cannot be easily resolved, it should be escalated to the relevant Director/Officer. If the Director/Officer cannot resolve the complaint, it will be escalated to the Executive Director. If the complaint is about the Executive Director, it will be handled by the Chair of the Board of Directors. The name of the Board Chair is identified on the leadership section of our website. Complainants should be kept informed of the status of their complaint. Every attempt will be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of having been received.  

    Complaint Records  

    A record of reported complaints will be kept including a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.  

    For all complaints inquiries please contact privacyofficer@covenanthouse.ca. Complaints will be reviewed in accordance with this policy and procedure.

    Get Help Donate