Core Policy

Reference: Article 1, Section 4
Policy Title: Community Complaints

This section shall define the process the Association will use to address complaints that may be lodged against an individual Friendship Centre. The Association recognizes and preserves the autonomy of its member Centres while promoting and protecting the group accountability.

Procedure:

The following will be the process that the Association will use to deal with these situations.

In the event that a staff member receives a complaint about a Friendship Centre they are to forward the complaint to the Executive Director. In the event the Executive Director is unavailable, the staff involved is to take a detailed message and forward it to the Executive Director as soon as possible. The Executive Director will:

Contact the individual and explain that any concerns about a member centre must be brought to the attention of the Centre’s Executive Director in writing.
Should the Executive Director’s response not satisfy the complainant they should provide the centre Board of Director’s President with a written complaint. At this time the Board of Directors will respond to the complaint.

Should the complainant follow the above process and remains unsatisfied the Association Executive Director will investigate the complaint and inform the Association Executive Committee of the complaint.

Should the community member not be satisfied with the results of the Association Executive Director’s investigation and solution, a written letter of concern may be forwarded to the Association President. The President will then take the concern to the Board of Directors for discussion.