Complaints Policy

Community Care of St. Catharines and Thorold is committed to providing excellent service. We recognize that, from time to time, there may be concerns or complaints and that our stakeholders have the right to raise such complaints or concerns.

This policy sets out the process for addressing concerns and complaints which stakeholders, including donors, funders, supporters, program participants and the public may have with Community Care of St. Catharines and Thorold.

A complaint may be about our services, programs, fundraising, donor relations, volunteer relations or communications.

We are committed to addressing your complaints in a timely, fair and respectful manner while ensuring you are provided with updates throughout the complaint process.

COMPLAINT RESOLUTION PROCEDURES

1. If you have a complaint or concern about your experience with Community Care of St. Catharines and Thorold, you are encouraged to talk with the staff person that is your primary contact or has the specific knowledge that is needed to resolve the issue. You can also email admin@communitycarestca.ca or call Community Care of St. Catharines at 905-685-1349 and your complaint will be forwarded to the appropriate staff person. Complaints may be received by mail, email, phone or in person.
2. For us to be able to respond to your complaint, you must let us know you wish to make a complaint, provide your name and contact information (including a valid email address and/or phone number), the date the issue occurred and a description of the issue.
3. The initial acknowledgement of your complaint will occur within (2) business days and a resolution within (10) business days.
4. If the complaint is transferred, the recipient of the transferred complaint must acknowledge that they have received the complaint and will act on it.
5. The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by themselves or another employee.
6. For any complaint that cannot be resolved immediately, the staff person assigned to your complaint will document your concern along with the final resolution or decision. All donor complaints will be documented in the donor’s record.
7. A final decision concerning your complaint will be discussed with you at the end of the investigation into your complaint.
8. If your complaint is not resolved, or if you are uncomfortable discussing the issue with the relevant staff person, the complaint should be escalated to the relevant senior manager. If the Senior Manager cannot resolve the complaint, it will be escalated to the Chief Executive Officer (CEO). If the complaint is related to the CEO, you may direct your complaint to the Board Chair, who will work with you to resolve the complaint. Every effort should be made to resolve escalated complaints as soon as possible, to a maximum of two (2) weeks.
9. It is the responsibility of the CEO to provide the Board with an annual summary on the number and type of complaints received.
10. Community Care of St. Catharines and Thorold reserves the right to choose not to respond to complaints upon initial review are judged as unfounded.

We would like you to share your concerns with us so that we can address the issue quickly and hopefully come to a mutually agreed upon solution.

If you do not feel that your complaint has been dealt with or if you wish to remain anonymous, please contact the Food Banks Canada Customer Experience Hotline at 1.877.280.0329 or complaints@foodbankscanada.ca. Food Banks Canada will contact us and we will work together to resolve any outstanding issues.

Betty-Lou Souter, Chief Executive Officer
Community Care of St. Catharines and Thorold
12 North Street, P.O. Box 575
St. Catharines, ON L2R 6W8
905-685-1349
19 Albert Street W.
Thorold, ON L2V 2G2
905-227-9240