The privacy of users of this website is very important to Big Brothers Big Sisters (BBBS). BBBS respects your privacy and is committed to protecting personal information you provide to us. This statement explains our policies and practices regarding the use and disclosure of your personal information by BBBS. Please note that BBBS reviews and updates this policy from time to time as needed. You should review the terms of this policy periodically to make sure you are aware of how BBBS collects and uses personal information. The policy is always available in the footer of our website. You may also request a copy by contacting us.
Personally identifiable information is not collected unless specifically submitted via an online registration function or registration form (volunteer inquiries and surveys for example), an electronic mail message, a phone call or postal mail. All information is kept confidential – this is subject to any legal requirements to disclose. BBBS will not maintain records on individuals without permission. All information is protected by BBBS’s physical, electronic and managerial security methods, which are updated as necessary.
Information you provide may be used periodically to keep you informed of BBBS and its member agencies, including programs, services, opportunities to volunteer, events, funding needs, membership benefits. If at any time you no longer wish to receive such information, please contact us at the phone number or email listed above.
Any website of BBBS may provide links to other third party websites. These are provided for convenience only and you access them at your own risk. Even if a third party is associated with BBBS through a business relationship or otherwise, BBBS are not responsible for the privacy policies or practices or content of such third party websites.
If you have any questions or concerns, please contact our President, CEO or Executive Director.
This policy and procedure applies to complaints received by staff or board members of Big Brothers Big Sisters of Lacombe & District (“BBBSL&D”) about our activities, programs, services, staff or volunteers.
- 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.
TYPES OF COMPLAINTS
Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by BBBSL&D as an organization or a staff member or volunteer acting on behalf of BBBSL&D.Examples include but are not limited to:
- perceived failure to do something agreed upon;
- failure to observe policy or procedures;
- error made by a staff member/volunteer; or
- unfair or discourteous actions/statements by staff member/volunteer;
Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.
COMPLAINT RECEIPT AND HANDLING
A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email). An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that he/she 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 him/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
Every effort should be made to resolve complaints received 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. Complaints received in writing shall be acknowledged within two business days, and staff shall attempt to resolve the matter within ten business days.
Where a complaint cannot be easily resolved, it shall be escalated to the relevant Vice President. If the Vice President cannot resolve the complaint, it shall be escalated to the President & CEO. If the complaint is about the President & CEO, it shall be handled by the Chair of the Board. Complainants should be kept informed of the status of their complaint. Every attempt should be made to resolve an escalated complaint within an additional ten business days, such that the complaint is resolved within a month of having been received.
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 on the same day that it is received. Information about such complaints must be recorded on the complaints tracking worksheet. Information recorded on the worksheet is to include a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution. A summary of the complaints received, including number and type, shall be reported to BBBSL&D’s Board of Directors annually.
All complaints can be sent to:
Big Brothers Big Sisters Lacombe & District
5103 49 Street
Lacombe, AB T4L 1J4
or by e-mail: firstname.lastname@example.org
Adapted from Big Brothers Big Sisters of Canada
Big Brothers Big Sisters of Lacombe & District is committed to the highest ethical standards. We do this by conducting our business with maximum integrity and by achieving full compliance with all applicable laws, rules, and regulations. In line with this commitment, Big Brothers Big Sisters of Lacombe & District provides an avenue for its employees, Board members, volunteers and other stakeholders to report any concerns they may have about the activities covered by this policy and to be assured that they will be protected from reprisal or victimization for reporting their concerns in good faith.
This policy covers instances where an employee, Board member or other stakeholder has evidence of activity by any Big Brothers Big Sisters of Lacombe & District officer, employee, Board member or consultant (including external auditors) that to his/her knowledge constitutes:
- Accounting, auditing, or other financial reporting fraud or misrepresentation;
- Violations of federal or provincial laws that could result in fines or civil damages payable by Big Brothers Big Sisters of Lacombe & District, or that could otherwise significantly harm Big Brothers Big Sisters of Lacombe & District’s reputation or public image;
- Unethical business conduct in violation of any Big Brothers Big Sisters of Lacombe & District policy, including, but not limited to its Codes of Ethics (Board Policy X-40 and HR Policy 1);
- Danger to the health, safety, or well-being of employees, Board members and/or the general public.
- Harassment, retaliation, or discrimination, stemming from having reported a Reportable Activity.
For the purposes of this Policy, any of the foregoing activities shall be deemed to be a “Reportable Activity”.
Big Brothers Big Sisters of Lacombe & District will not permit any employees, Board members, volunteers, consultants or external stakeholder to harass, retaliate or discriminate against any other employee, Board member, volunteer or stakeholder who, in good faith, has reported a Reportable Activity (a Complaint). Retaliation in any form will not be tolerated.
Any violation of this Policy may subject the violator to disciplinary action, which may include, in appropriate circumstances, termination of employment or legal action.
Making a complaint not in good faith will be viewed as a serious offence, and may be subject to discipline up to and including discharge of an employee, and/or the severing of the relationship with a Board member, supplier, or other stakeholder.
PROCEDURE FOR MAKING A COMPLAINT
To file a complaint or Reportable Activity, please click on the REPORT button which will forward your complaint on a confidential basis to the Chair of the Board’s Governance and Board Development Committee, who has the responsibility for investigating such complaints and taking the appropriate action.
In the event that the complaint concerns a Reportable Activity on the part of the Chair of the Board’s Governance and Board Development Committee, after you have completed the Complaint Report Form, click on the BOARD CHAIR button in order to forward your complaint on a confidential basis for the attention of the Board Chair.
A Complainant may remain anonymous. However, in order to allow for a better investigation of a complaint, the Complainant should consider providing his/her name and contact information. Whether or not a name and contact information is provided, the substance of the complaint will be treated with utmost confidence and not discussed with others except to the minimum extent necessary to conduct a complete and fair investigation. In all cases, any person who is alleged to have conducted the Reportable Activity will be made aware of the complaint at an appropriate point during the investigation.
The Complainant should give enough information to enable a full investigation, including where and when the Reportable Activity occurred, names and titles of individuals involved, and as much other relevant detail as the Complainant can provide.
INVESTIGATION AND RESOLUTION OF COMPLAINT
The recipient of a complaint made in accordance with this policy (the “Investigator”) shall be responsible for expeditiously conducting or causing to be conducted an investigation of the complaint, resolving the matter, and reporting such resolution to the Complainant. Under no circumstances will the Investigator allow such investigation or resolution or reporting to be delegated to or shared by anyone whom the Complainant identified as being or having been involved in the Reportable Activity, or whom the Investigator deems inappropriate.
WHEN YOU SUBMIT YOU REPORT, PLEASE INCLUDE AS MUCH INFORMATION AS POSSIBLE, SUCH AS :
Your Role at Big Brothers Big Sisters (volunteer, client, staff, donor)
Supervisor Name (if applicable)
Description of reportable activity
Whether the reportable Activity is ongoing, completed, (or unclear)
Department (if applicable)
Individual(s) suspected of reportable activity
How you became aware of the activity
Describe any steps you took prior to submitting this report (ex. informed a BBBS representative)