Complaints policy

PURPOSE

To provide external stakeholders with a simple, meaningful way to express their complaints, while providing WaterAid Canada opportunities to improve its operations, or mitigate risk to its reputation.

SCOPE

This policy applies to all WaterAid Canada employees, volunteers and members of the Board of Directors.

POLICY STATEMENT

  1. External stakeholders should be provided with a readily available platform to: learn about WaterAid Canada’s complaint policy; or lodge their complaints about WaterAid Canada’s programs, activities, or representatives.
  2. Complaints should be replied to in a timely (within seven business days) and respectful manner.
  3. The applicable senior manager should be copied on complaints.
  4. The Board of Directors should be provided, on an annual basis, a summary report on the number, type, and disposition of complaints.

DEFINITIONS

Complaints: are accusations or expressions of a problem or difficulty. Complaints can include perceived or actual failure to observe WaterAid Canada’s mission, policies, procedures, and other agreed upon actions; or an unreasonable action or statement by WaterAid Canada’s representatives. For the purpose of this policy, complaints will include concerns.

Concerns: are expressions on matters that are of interest or importance to the complainant, and thereby affects their welfare or happiness.

RESPONSIBILITIES

The Digital Media Coordinator will maintain a platform that informs external stakeholders of WaterAid Canada’s complaints policy; and provides them an easy, accessible way of lodging a complaint.

The Officer Manager will respond to complaints, including ones that are received through other means (e.g.: phone calls, email, fax). They will document the number, type, and disposition of complaints; and prepare an annual summary report for the Board of Directors.

The Board of Directors will review the summary report.

For more information

If you have any questions about this Policy, or would like to submit a complain you can contact:

WaterAid Canada
321 Chapel Street
Ottawa, Ontario K1N 7Z2
info@wateraidcanada.com
613.230.5182