Preamble

This policy applies to complaints received by the Fanshawe College Foundation about Foundation activities, programs, services or staff.

Definitions

Complaint: An expression of dissatisfaction about the service, actions, or lack of action by the Foundation as an organization or a staff member acting on behalf of the Foundation.

The Policy

1.0) Principles
1.1) Anyone personally affected by Foundation action or inaction may complain and their complaint will be reviewed in accordance with this policy.
1.2) It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
1.3) Review of complaints is fair, impartial and respectful to all parties.
1.4) Complainants are advised of their options to escalate their complaint to a more senior person if they are dissatisfied with treatment or outcome.
1.5) Complainants are provided clear reasons for decisions relating to complaints.
1.6) Updates will be provided to complainants during the review processes, if complaints cannot be resolved on a timely basis.
1.7) Complaints are used to assist in improving services, policies and procedures.
2.0) Complaint Receipt and Handling
2.1) A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email). An employee 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 specific knowledge that is needed to assess the problem. It is the responsibility of the person who receives the complaint to either assess it or transfer it to another person who can assess it.
2.2) The person who initially receives the complaint acknowledges to the complainant that the complaint has been received and will be investigated. Basic contact information including name, phone number and email address is immediately recorded. If a timeframe for action can be determined, that is included in the acknowledgement.
3.0) Reviewing a Complaint
3.1) Every effort is made to review complaints received in a timely fashion.
3.2) When receiving a verbal complaint, staff listen and seek to understand the complaint, and may attempt to review it immediately. Complaints received in writing are acknowledged within two business days and staff attempt to review the matter within 10 business days.
3.3) Complainants are kept informed of the status of their complaint.
4.0) Documenting a Complaint
4.1) Complaints received are documented immediately. Information about complaints will include at least the following:
4.1.1) The nature of the complaint.
4.1.2) The staff person assigned to the complaint.
4.1.3) The approach taken to investigate the complaint.
4.1.4) The time required to process the complaint.
4.1.5) The conclusions provided.

Monitoring

The Executive Director presents the Foundation Board with an annual monitoring report summarizing the number of complaints received and how they were addressed.

 

Fanshawe College Foundation

Board of Director's Policy Manual

Category D- Board-Operational Expectations

Title: Complaints
Policy Number: D-15
Effective Date: June 1, 2016
Reference: 3814