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Complaints

Aspen Family and Community Network Society Complaints Policy

Aspen Family and Community Network Society (Aspen) is committed to doing the right things. We recognize that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such complaints or concerns and that they need avenues to do so.

We are committed to:

  • Addressing complaints in a timely, fair, respectful and accountable manner
  • Providing an opportunity to explain the problem, prompt action and ongoing follow up until the issue is resolved
  • Making this process accessible and open.

This policy sets out the process for addressing concerns and complaints that stakeholders, including donors, funders, supporters, and the public, may have with Aspen Family and Community Network Society. A complaint may be about our services, programs, fundraising, donor relations, volunteer relations or communications.

PROCEDURES:

How to Make a Complaint

1. If you have a complaint or concern, you are encouraged to talk with the staff person at Aspen who is most connected to the concern/situation. The relevant person can be found by emailing to aspenfamily@aspenfamily.org or by calling the office at 403-219-3477. Your concern will be directed to the person most able to assist you with the process of making and addressing a complaint.

2. This relevant person will document your concern, and include your name and contact information, the date, a description of the complaint, what you request to resolve the complaint and the final resolution or decision. It is hoped that through this conversation, your concern will be addressed to your satisfaction. You will be kept informed if there are more steps involved in addressing your concern.

3. If your complaint is not resolved or if you are uncomfortable discussing the issue with the relevant person, you can inform the supervisor of the person about the complaint. In most cases this would be the Chief Operating Officer (COO). Where a complaint is related to the Chief Executive Officer (CEO), the stakeholder may direct the complaint to the Board Chair, who will work to resolve the complaint.

4. If the COO is not able to resolve the complaint to the satisfaction of all parties, your concern will be referred to the CEO. You will be kept informed at each step.

5. The CEO may choose to bring the complaint forward to the Board of Directors for review and advice. The CEO will then determine what the appropriate action or recommendation is and will inform you in writing of this information. It is the responsibility of Aspen staff to implement the recommendations.

Guidelines for Implementation

1. Confidentiality will be respected at all times. There will be no repercussions to someone bringing forward a complaint in good faith.

2. The initial response to a complaint should occur as soon as possible and not longer than one week from receiving the complaint. Every effort will be made to review and respond to a complaint within 30 days.

3. Documentation about the complaint will be kept in a file separate from any other file related to the stakeholder.

4. It is the responsibility of all staff to have a working knowledge of the complaint resolution process and to cooperate with the processing of complaints.

5. It is the responsibility of the COO to track and respond to any trends identified through the complaint resolution process.

6. It is the responsibility of the CEO to report to the Board annually on the number, type and disposition of the complaints received.

Aspen Family and Community Network Society

Suite 200, 2609 15 Street NE

Calgary, Alberta

T2E 8Y4

Tel: 403-219-3477

Fax: 403-250-9420

Email: aspenfamily@aspenfamily.org

www.aspenfamily.org