COMPLAINTS POLICY AND PROCEDURE
Habitat for Humanity Canada (Habitat Canada) 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 Habitat Canada. 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.
Complaints about local Habitat for Humanity organizations
Complaints about a specific local Habitat are to be directed to the local Habitat for Humanity itself.
Each local Habitat is an independent organization, overseen by its own board of directors. If you have a complaint about a particular local Habitat, you may contact the local Habitat directly to discuss your issue or complaint. If it is not addressed to your satisfaction by the local Habitat and you wish to notify Habitat Canada, you may contact the Vice President Affiliate Engagement at Habitat Canada.
Habitat Canada staff receiving complaints about local Habitat organizations will:
- Communicate the Complaints Policy and Procedures to the complainant
- Notify the Vice President Affiliate Engagement and the Director Organizational Effectiveness of the complaint
- Forward the complainant on as appropriate, to either the local Habitat or to the Vice President Affiliate Engagement
Complaint Resolution Procedures
- If you have a complaint or concern about your experience with Habitat Canada, 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 firstname.lastname@example.org or call Habitat Canada at 1-800-667-5137 and your complaint will be forwarded to the appropriate staff person. Complaints may be received by mail, email, phone or in person.
- In order 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 valid email and phone number), the date the issue occurred and a description of the issue.
- The initial acknowledgement to your complaint will occur within 2 business days and a resolution within 10 business days.
- If the complaint is transferred, the recipient must acknowledge to the transferor that the individual has received it and will act on it.
- 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.
- For any complaint involving money or that cannot be resolved immediately (on the same day it is received) the Habitat Canada 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.
- A final decision concerning your complaint will be discussed with you at the end of an investigation into your complaint.
- 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 Vice President. If the Vice President cannot resolve the complaint, it will be escalated to the Vice President Finance and Administration. And if the Vice President Finance and Administration cannot resolve the complaint, it can be escalated to the President and CEO. If the complaint is related to the President and CEO, you may direct the complaint to the Board Chair, who will work with you to resolve the complaint. Every effort should be made to resolve escalated complaints within an additional 10 business days.
- It is the responsibility of the President and CEO to provide the Board with an annual summary on the number and type of complaints received.
- Habitat Canada reserves the right to choose not to respond to complaints judged as unfounded.