Grands Frères Grandes Sœurs de l’Estrie (GFGSE) has implemented a procedure for the review and handling of complaints.

POLICY OBJECTIVES

  1. To structure the process for receiving, analyzing, and handling complaints from members and external parties;

  2. To ensure complaints are addressed in a diligent, fair, and respectful manner;

  3. To promote continuous improvement of organizational practices.

SCOPE OF THE POLICY

This policy and procedure apply to any complaint from external parties concerning Big Brothers Big Sisters of Estrie, its activities, programs, services, employees, volunteers, or members of the Board of Directors.

RESPONSIBILITY

The Executive Director is responsible for implementing this policy and procedure, making it known to the organization’s members, and ensuring compliance.

COMPLAINT REVIEW PROCEDURE

A. Guiding Principles

  • It is in the interest of all parties involved that complaints be handled promptly and resolved as quickly as possible.

  • Complaints will be reviewed in a spirit of fairness, impartiality, and respect for all parties involved.

  • Complaints will be handled confidentially, and information gathered will be shared only with individuals or authorities who have the required expertise to analyze the facts and assess compliance with rules and procedures.

  • Complainants will be informed of the options available to involve a more senior member of the organization if they are not satisfied with the handling or outcome of their complaint.

  • Subject to confidentiality requirements, complainants will receive clear and understandable explanations regarding decisions made about their complaint.

  • Complaints deemed substantiated will be taken into account to improve the organization’s services, policies, and procedures.

B. Types of Complaints

Definition: A complaint is a formal request submitted to report a problematic situation or to express dissatisfaction regarding a service received or treatment provided by Big Brothers Big Sisters of Estrie, by a staff member of Big Brothers Big Sisters of Estrie, or by a volunteer acting on behalf of Big Brothers Big Sisters of Estrie.

This may include, but is not limited to, the following examples:

  • A complaint about a service;

  • A complaint against a staff member or volunteer of the organization;

  • A complaint related to access to services;

  • A complaint related to wait times or delays; or

  • A complaint related to billing.

C. Reception and Assessment of a Complaint

A complaint may be submitted verbally (by phone or in person) or in writing (by mail, fax, or email). The employee or Board member who receives the complaint must forward it to the Executive Director and provide all information received regarding the complaint, including the complainant’s name and contact information.

From that point onward, the Executive Director is solely responsible for the complaint, and the employee or Board member who initially received it is no longer involved in the evaluation or handling process. The only exception to this rule occurs when the Executive Director is the subject of the complaint. In such a case, the Chair of the Board of Directors will be responsible for all subsequent steps in the process.

Following the submission of a complaint, the Executive Director must send an acknowledgment of receipt to the complainant within five (5) business days.

Upon receipt of a complaint, the Executive Director must assess its admissibility. This assessment must be completed within fifteen (15) business days following the submission of the complaint. To be deemed admissible, the complaint must meet the following criteria:

  • The complaint clearly concerns the organization;

  • The complaint is submitted by a legitimate person (member, partner, service user);

  • The complaint is sufficiently detailed to allow for review; and

  • The complaint is not already subject to another process (external recourse, legal proceedings, mediation, etc.).

In addition, the Executive Director may consider the following criteria when determining admissibility:

  • The consistency of the facts reported;

  • The availability of evidence or verifiable elements;

  • The presence of potential violations of the organization’s policies, regulations, or mission; and

  • The existence of prior or similar complaints.

When a complaint is deemed admissible, the investigation and resolution process may begin. Any complaint found to be unsubstantiated or invalid will be documented and archived and may serve as a precedent in the event of subsequent complaints.

Within five (5) business days following the admissibility decision, the complainant will be contacted either to be informed that the complaint is unfounded and closed, or to be informed of the start of the investigation process, during which they may be contacted for additional information.

D. Resolution of a Complaint

The Executive Director has forty-five (45) business days to conduct the investigation and reach a resolution. The investigation process must be carried out with neutrality, confidentiality, and diligence. All parties concerned will be contacted at least once to provide their version of the facts. Each step of the investigation must be documented and attached to the complaint file to ensure proper records of the resolution.

When a complaint is deemed substantiated, conclusions are formulated and may be accompanied by recommendations aimed at correcting the situation, improving practices, or preventing recurrence of the issue. These recommendations are forwarded to the relevant authorities, who are responsible for implementing them within a reasonable timeframe.

Once the investigation is completed, all parties concerned will be informed separately of the resolution as it pertains to them. The Executive Director, the complainant, and all other parties involved are bound by confidentiality, in accordance with legal requirements.

E. Documentation of Complaints

A record of all complaints filed must be maintained. Information regarding these complaints must be entered into the Complaint Tracking Register. Recorded information must include a description of the complaint, the name of the person who handled the complaint, the measures taken to resolve it, the timeframe, a description of the resolution, the conclusion of the complaint, and, where applicable, the recommendations made.

A summary of complaints received must be submitted annually to the Board of Directors of Big Brothers Big Sisters of Estrie. This annual report presents the total number of complaints received, their type and nature, their outcomes, and the recommendations made. Examples of complaint categories that may appear in the report include:

  • Lack of respect or attentiveness;

  • Failure to respect user rights;

  • Errors in processing or follow-up;

  • Inadequate communication; and

  • Failure to comply with a policy or procedure.

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COMPLAINT REPORTING FORM

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BBBSE will treat all reports made under this policy confidentially to the extent possible and consistent with a full and fair investigation. If you submit a report under this policy and disclose your identity, BBBSE will take care to keep your identity confidential until a formal investigation is opened. At this stage, your identity will be disclosed to other individuals, but only to the extent necessary to conduct a full and fair investigation.

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