HIPPY Halton views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person who has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicize the existence of our complaints procedure so that people know how to contact us to make a complaint
To make sure everyone at HIPPY Halton knows what to do if a complaint is received
To make sure all complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of HIPPY Halton.
Origin of Complaints
Complaints may come from donors, families, staff, volunteers or directors of HIPPY Halton. A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
All complaints shall be reported to the Board.
Overall responsibility for this policy and its implementation lies with the Board of Directors of HIPPY Halton.
Complaints Procedure of HIPPY Halton
Publicized Contact Details for Complaints:
Written complaints may be sent to HIPPY Halton at 194 Front Street, Oakville, ON L6J 1A2 or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 905.582.7860 or in person to any of HIPPY Halton staff, volunteers or Directors at:
194 Front Street, Halton, ON
2200 Sawgrass Dr, Oakville, ON
Date of Review: 2019