Intent
The YMCA of Regina is committed to providing excellent programs and services. We recognize that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such complaints or concerns, and that they need avenues to do so. This policy is intended to ensure that complaints received from members of the public about YMCA services and programs are dealt with promptly, consistently, and fairly. The YMCA recognizes that when a person has a complaint about the YMCA, the way in which his/her complaint is handled is critical to the person’s ongoing relationship with the organization.
Scope
This policy and procedure applies to all complaints received from members of the public about our activities, programs, services, staff, or volunteers. This policy serves as a companion to the organization’s Whistleblower Policy. This policy does not apply to employees or volunteers, as there is a Conflict Resolution Policy available in the Human Resources Policies and Procedures to address concerns or complaints they may raise.
Guiding Principles
It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. Review of complaints is fair, impartial and respectful to all parties. Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome. Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes. Complaints are used to assist in improving services, policies and procedures.
Definition
Complaints are defined as an expression of dissatisfaction with regard to a service/program, an action or a decision taken by the YMCA, or the way in which YMCA employees or volunteers carry out their duties. Complaints typically arise when a person believes:
- The YMCA has failed to do something agreed upon or expected
- A YMCA policy or procedure has not been followed
- A YMCA policy or procedure is unfair or inadequate
- An error has been made
- YMCA employees or volunteers acted in a wrongful way
- A complaint is distinct from an inquiry, feedback, or a suggestion.
Procedure
Informal Complaint
If you have a complaint or concern, you are encouraged to discuss the matter with
the staff who is most connected to the concern/situation, either in person, by phone,
or by email. If your complaint is not resolved or if you are uncomfortable discussing
the issue with the relevant person, you can inform the supervisor, manager, or
General Manager/Director for the program or service. This informal process can be
used to resolve many inquiries or matters of simple error that can be corrected to
your satisfaction. If the matter is not resolved at this stage, you have the opportunity
to make a formal complaint.
Every effort will be made to resolve complaints in a timely fashion. When receiving a
verbal complaint, staff should listen and seek to understand the complaint, and may
attempt to resolve it immediately. If follow‐up is required, basic contact information
including name, phone number, and email address should immediately be recorded.
Formal Complaint
If you have been unable to resolve your concern through the informal process
described above, a formal complaint may be made in writing (by mail) to:
Complaints, YMCA of Regina
2400 13th Ave, Regina, Sk
S4P 0V9
Please provide your contact information, as the YMCA will not respond to
anonymous complaints. If you are unable to register the complaint in this manner
due to a disability, you may contact the YMCA to request accommodation, which will
be provided appropriate to your needs and circumstances.
Process
Once you have registered a complaint, the YMCA is committed to handling the
complaint promptly, consistently, and fairly. You will be treated with respect and kept
informed of the status of the complaint. The YMCA will respond to your complaint
within 2 business days of receiving the complaint to confirm the complaint has been
received, and indicate expectations for how long the investigation will take if it can
be reasonably assessed at that point.
The YMCA aims to resolve all complaints within 10 business days of receiving them.
If this timeline cannot be met, you will be informed of the reasons and given a
revised timeframe. Upon completion of the investigation, you will be provided with
clear reasons for the decisions relating to the complaint.
Appeals
If you are not satisfied with the findings or the corrective action, you may submit a
written appeal to the CEO within 10 business days of the receipt of the
communication. This written appeal is then submitted to the Chair of the Board and
directed to Governance Committee as required. The decision made at this level is
considered final.
Complaints About CEO
If you have a complaint about the CEO, or a CEO decision regarding membership
suspension/expulsion in accordance with the organization’s bylaws, you may submit
a written appeal to the Board of Directors.
Confidentiality/No Retaliation
The YMCA will make every effort to ensure confidentiality for the person reporting a
complaint or concern. In some programs that receive funding from partner agencies,
complaints may need to be shared with those agencies. No person who in good faith
and under this policy submits a concern/complaint shall suffer harassment or
retaliation.
Records
Formal complaints and resolutions will be recorded on the Complaint Recording
Form and reviewed by the General Manager for the program or service. Information
recorded includes a description of the complaint, who handled it, timeframe, and a
description of the resolution. A summary of formal complaints received including
number and type will be reported to the YMCA’s Board of Directors at least annually.
