Applicable to: Board of Directors, all staff and volunteers
Background and Purpose
YMCA of Western NL recognizes that from time to time there may be concerns or complaints from our public stakeholders. We view these complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint.
The purpose of this policy is to specify the role of YMCA of Western NL regarding complaints from our public stakeholders.
Definition
A complaint is an expression of dissatisfaction about the service, actions or lack of action by YMCA of Western NL as an organization, or a volunteer or staff member acting on behalf of YMCA of Western NL
Examples include but are not limited to:
- Perceived failure to do something agreed upon
- Failure to observe policy or procedures
- Error made by a volunteer or staff
- Unfair or discourteous actions/statements by a staff or volunteer
Anyone personally affected can complain and their complaint will be reviewed.
Policy Statement
YMCA of Western NL is committed to high standards of conduct and to continuous improvement. We strive to resolve complaints in a timely, fair and respectful manner.
Policy Description
1.1 Complaints from our public stakeholders can be received verbally, by phone, by email or in writing.
1.2 YMCA of Western NL has established complaint procedures, as outlined. These procedures are reviewed regularly.
1.3 The CEO of YMCA of Western NL reports annually to the Board on the number and type of external complaints received.
Accountability
The CEO is accountable to the Board for implementation of this policy.
Complaints Procedures
Receiving Complaints
1. Written complaints may be mailed to YMCA of Western NL at PO Box 20054 A2H N7J5 or sent by email to ysvb@nfld.net. The YMCA of Western NL will acknowledge the receipt of a written complaint within two (2) business days.
2. Verbal complaints may be made by phone to 709 639-9676 or in-person at YMCA of Western NL, The YMCA of Western NL will acknowledge that the complaint has been received and gather basic contact information including the complainant’s name, phone number and email address for follow-up purposes.
3. The YMCA of Western NL staff who initially receives the complaint will determine the appropriate person to handle the complaint. This is generally the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem.
Resolving Complaints
1. Every effort is made to resolve complaints quickly. When receiving a verbal complaint, staff are expected to listen and to seek to understand the complaint. Within five (5) business days, appropriate steps for resolving the complaint are to be determined and implemented, taking into account any suggestion towards resolution received from the complainant.
2. Where a complaint cannot be easily resolved, it will be escalated to the relevant member of the Senior Leadership Team. If this person cannot resolve the complaint, it will be escalated to the CEO of YMCA of YMCA of Western NL. If the complaint is about the CEO, it will be handled by the Chair of the Board.
3. Complainants will be kept informed of the status of their complaint.
Documenting complaints
1. Complaints are recorded on a complaints tracking worksheet that is maintained by YMCA of Western NL. Information recorded includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe and a description of the resolution.
2. A summary of the complaints received including number and type is reported annually to YMCA of Western NL Board of Directors.
Learning from complaints
The CEO for the YMCA of Western NL reviews annually the complaints tracking worksheet to identify any trends which may indicate a need to take further action.