Complaints Policy

PURPOSE:

To provide guidance to employees, independent contractors, the Board, and  volunteers regarding the process by which iSisters manages complaints from program and funding partners, volunteers, learners, and members of the public.

SCOPE OF POLICY:

This policy applies to iSisters’ employees, independent contractors and volunteers (including Board members).

POLICY:

  1. The organization is committed to addressing complaints in a respectful, objective and timely manner.
  2. If an individual has a complaint and is unable to resolve it in an informal manner, they may forward a formal complaint to the Executive Director.  In the event that the complaint is about the Executive Director, the complainant should report the details of the incident(s) to the Chair of the Board of Directors.
  3. Complaints shall be made in writing within six (6) months of any related incident(s).
  4. If the complaint is related to harassment and/or discrimination, the steps outlined in the iSisters Harassment Policy (no. 4-3) should be followed.
  5. The Executive Director will advise the Board of Directors of all received complaints.
  6. The Executive Director will investigate the written complaint and will gather any necessary supporting information, including speaking to the individual against whom the complaint was made (if applicable) and any witnesses (if applicable). Once a complaint is substantiated, the Executive Director will determine and implement a decisive and appropriate response.  If the complaint is about the Executive Director, the Chair of the Board of Directors will determine and implement a decisive and appropriate response.
  7. The person making the complaint will be followed up with to confirm the resolution of the complaint.

RELATED DOCUMENTS

  • Harassment Policy

Revisions:

Apr. 16, 2018
Dec 15, 2020

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