The Lighthouse Program For Grieving Children (The Lighthouse)

Complaints Policy Statement
For The Lighthouse to ensure that all complaints are acknowledged and resolved in a timely and effective manner. 

Background 

The Lighthouse has a responsibility to provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.  It must ensure that the complaints policy is published on its website and that people know how to communicate a complaint.  

The Lighthouse will ensure that any complaints (see definition below) are addressed in a timely manner.  Lighthouse will aim to resolve the matter fairly and with the intent to repair the relationships to the best of its ability.   This policy documents a process to ensure all complaints are recorded for tracking purposes and best practice.

Definition of a Complaint

  • A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Lighthouse, such as, processes, program delivery, communication, donor management, or any other of its activities
  • Complaints may come from any member of the public who has/had any interaction with the Lighthouse as donor, participant, volunteer, partner, or any other capacity
  • Complaints may also come from any staff member or contracted service provider
  • All complaint information will be handled sensitively, telling only those who need to know, and following any relevant data protection requirements.

Responsibility:

Overall responsibility for this policy and its implementation lies with the Executive Director, who has a reporting duty to the Board of Directors.

Process:

A complaint should be submitted to the

  • Executive Director (ED) either verbally, by phone, by email, or in writing.
  • All complaints will be acknowledged as soon as possible, no later than within 7 days of receipt.
  • The ED will report the complaint within 48 hours to the HR/Governance Committee of the board, where appropriate steps to address the complaint will be discussed.
  • The ED will work with the complainant and any affected staff/volunteers/committees to resolve the matter, in consultation with the HR/Governance Committee.
  • Should the complaint involve the conduct of the ED, the complaint should be addressed to the Chair of the Board, who will present the matter to the HR/Governance Committee.

Documenting the Complaint

To make a complaint, please contact:

Britta Martini-Miles (Executive Director)
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Business Phone (905) 337-2333
Cell (905) 334 3738
 
Bob Aziz (Board Chair)
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Cell (416) 865 4603.
 

The Lighthouse will keep a record of any complaint received on a Complaints Tracking Spreadsheet.  This will allow The Lighthouse to identify any common/recurring complaints.  An annual summary of complaints must be presented to the Lighthouse Board of Directors including the following information:

  1. Nature of the complaint
  2. How it was resolved
  3. Date received and resolved

 

Date of Approval: September 19, 2016