Complaints Management Policy

PHILOSOPHY

We believe the following:

• Complaints must be dealt with and resolved in a timely manner.
• Complaints must be investigated fairly and impartially, and all parties must be treated with respect.
• Complainants must always have the option of escalating their complaint to a higher management level if they are not satisfied with the treatment or the outcome.
• Complaints are an opportunity for us to continuously improve our services, policies and procedures.

DEFINITIONS AND TYPES OF COMPLAINTS

A complaint is defined as an expression of dissatisfaction with a service, action, or absence of action on the part of the YMCAs of Québec. Any stakeholder personally affected may file a complaint, which will be carefully reviewed.

INFORMAL PROCESS

We encourage people with concerns to discuss the situation directly with the personnel concerned, whether in person, by phone, or by email. If the issue is not resolved, they may turn to the supervisor, manager, or director of the program or service.

FORMAL PROCESS

A formal complaint may be made by writing (a letter or email) to the following address:

Customer Service
The YMCAs of Québec
1435 Drummond Street, 4th floor
Montréal, Québec H3G 1W4

Fill our contact form.

Anonymous complaints will not be considered.

Special accommodations may be made for people with disabilities.

RECEIPT AND HANDLING OF COMPLAINTS

The person receiving the complaint must

• identify the person best suited to handle it;
• acknowledge receipt of the complaint within two (2) working days;
• follow up and, if necessary, refer the complaint to an appropriate manager.

GOOD FAITH

Complaints must be made in good faith and based on real and reasonable grounds.

Any malicious or intentionally false complaint may be subject to the appropriate penalties.

CONFIDENTIALITY

Complaints are treated confidentially to the extent that doing so does not interfere with a proper investigation.

COMPLAINTS RESOLUTION

The objective is to resolve complaints within a reasonable timeframe. Verbal complaints will generally be dealt with immediately if possible.

Formal complaints will be acknowledged within two (2) working days.

REFERENCES

Employee or volunteer complaints are handled in accordance with the internal conflict resolution policies in the Human Resources Handbook and Volunteer Handbook.