Policies

Resolving Community Member’s Concerns

Policy Objective

Crohn's and Colitis Canada continually strives for fair and honest interactions with community members and is committed to provide our community members – such as donors, clients, event participants, and the public with optimum levels of service in carrying out our Promise.  As a conscientious organization who is committed to best practice, we routinely solicit constructive feedback on our programs and services and leverage this content to regularly enhance our offerings.

As a demonstration of our commitment to continuous improvement, we invite   suggestions, comments, or formal complaints with respect to our organization.  This information is valued and used to promote positive change in the delivery of our programs and services to ultimately improve our community members’ experience. As such, this policy provides an avenue where external concerns or formal complaints can be dealt with promptly and resolved as quickly as possible in a fair, impartial, and respectful manner.  Crohn’s and Colitis Canada views this feedback as opportunities to further strengthen our policies, procedures, and services and build trust with our community members to foster long term relationships.

Policy Application

Crohn’s and Colitis Canada’s Resolving Community Member’s Concerns policy applies to all Directors, Board Committee members (Board), employees, volunteers, and community members. 

Policy Details

Concerns relating to the programs, service, actions, or lack of action by Crohn’s and Colitis Canada or by an individual acting on behalf of Crohn’s and Colitis Canada, may include but is not limited to:

• A service was not delivered to your satisfaction (i.e. on time, in preferred language).
• An educational program was cancelled, poorly developed, or executed.
• Request of a tax receipt.
• A request to change the frequency or means of communication received to better suit expectations.
• A request for removal from mailing lists and/or discontinuing any form of communication.

We are confident that many concerns can be quickly resolved when they occur by simply contacting Crohn’s and Colitis Canada through our toll-free number 1-800- 387-1479, or email support@crohnsandcolitis.ca. The appropriate employee will then be engaged to assist in resolving your concern.

Formal Complaint

We do recognize however, that certain instances may be more critical in nature and might require a formal complaint, such as but not limited to:

• Failure to observe a policy or follow a procedure.
• Not fulfilling an obligation that was agreed upon.
• A consequential or repeated error made by a staff member/volunteer. 
• Unfair or discourteous actions/statements by staff member/volunteer; or
• Unsatisfactory response to a concern raised.

Community members may register a formal complaint which is to be managed in accordance with this policy at the discretion of the organization.  Any formal complaint that is deemed illegal, immoral, illicit, unsafe, or fraudulent shall adhere to the Crohn’s and Colitis Whistleblower policy.

Formal complaints are to be submitted in writing to the attention of the President and Chief Executive Officer (CEO):

Or emailed to president@crohnsandcolitis.ca.

Complaints regarding the CEO should be addressed to the board Chair.  The written formal complaint should include:

• Contact information of the individual registering the complaint (name, phone number, email)
• Date of the alleged incident/issue/problem or concern; and
• Details of the incident/issue/problem or concern.

Handling a Formal Complaint

Acknowledgement:
Crohn’s and Colitis Canada will acknowledge the formal complaint to the complainant with a target of five (5) Business Days upon receipt. 

Resolution: 
Crohn’s and Colitis Canada will make every effort to resolve formal complaints within fourteen (14) Business Days, and updates will be provided to the complainant during the review process.  Once a matter is considered resolved or has been deemed to be non-resolvable in the opinion of Crohn’s and Colitis Canada, the complainant shall be informed of the outcome accordingly.   

Confidentiality: 
Formal complaints will be kept confidential and shared strictly on a need-to-know basis to facilitate investigation.  Any individual who has access to personal information under the custody of Crohn’s and Colitis Canada is to maintains the privacy and confidentiality of such information.

Documentation: 
Crohn’s and Colitis Canada will maintain a record of received formal complaints including an update of progress and final outcomes. A summary of the formal complaints received, including the number, type and status of formal complaints will be reported to the Crohn’s and Colitis Canada Board of Directors on an annual basis.

No Retaliation:

Under no circumstances shall individuals affiliated with Crohn’s and Colitis Canada discriminate or retaliate against any person(s) who communicates a concern or formal complaint under the provisions of this policy.

Monitoring and Compliance

The CEO is responsible for monitoring of the application and compliance of this policy direction and any related procedures in conjunction with other members of the SLT.  A summary of formal complaints received, including the number, type and status of formal complaints will be reported to the Crohn’s and Colitis Canada Board of Directors on an annual basis. The Governance and Nominating Committee is responsible for reviewing this policy every five (5) years.

Related Policies, Legislation

Other Crohn’s and Colitis Canada policies that complement and/or support this policy direction include but are not limited to:

• Conflict of Interest
• Privacy 
• Equity and Inclusion 
• Whistleblower 
• Respect in the Workplace 
• Fundraising Activities and Practices 
• Donor Relationships and Rights; and
• Sponsorship, Third Party, Fundraising and Cause Marketing.