Complaint Policy

Bravestone Centre Complaint Policy

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.
  • Complaints are used to assist in improving services, policies and procedures

Complaint Receipt and Handling

  • A complaint may be received verbally or in writing.
  • 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 herself or another employee.
  • If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded.

Resolving the Complaint

  • Where a complaint cannot be easily resolved, it should be referred to the Executive Director.
  • If unresolved by Executive Director, it should be referred to the Board Chair and ultimately Board of Directors for resolution.

Documenting the Complaint

  • It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediately.
  • Information about such complaints must be recorded on the complaints tracking worksheet (Appendix 12.5)

A summary of the complaints received including number and type will be reported to the Bravestone Centre Board of Directors annually.

Bravestone Centre welcomes your feedback. Contact Bravestone Centre at ed@bravestonecentre.ca or boardchair@bravestonecentre.ca.

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