External Complaints Policy

Policy Statement

This policy and related procedures apply to complaints received by Covenant House Toronto (CHT) about our activities, programs, services, staff or volunteers.

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.

Purpose and Principles of Complaints Policy

To ensure that all 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 with 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

Anyone personally affected can complain, and their complaint will be reviewed in accordance with this policy and related procedures. 

Complaints Procedure

Covenant House is committed to providing an open and transparent process for handling 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’s Standards Program details, as appropriate, and a copy of this policy and related procedures.
2. Complaints will be directed to the Privacy Officer of Covenant House.
3. An individual may make a written or verbal complaint by:

Telephone: (416) 598-4898

                Fax: (416) 204-7030

                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.

A summary of the complaints received, including the number and general nature of complaints received and the disposition of complaints, will be reported to CHT’s Board of Directors annually.

Process

A complaint may be received verbally (by phone or in person), or in writing (by mail, fax, email, or 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 from 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.