PURPOSE
The Timmins Food Bank is committed to providing excellent service. We recognize that, from time to time, there may be concerns or complaints and that our stakeholders have the right to raise such issues. This policy statement sets out the process for addressing concerns and complaints which stakeholders, including donors, funders, supporters, program participants and the public may have with the Timmins Food Bank.
A complaint may be about our services, programs, donor relations, volunteer relations or communications. We are committed to addressing complaints in a timely, fair and respectful manner while ensuring that the complainant is provided with updates throughout the process.
Procedure
- If there is a complaint or concern with an experience at the Timmins Food Bank, the complainant is encouraged to speak with either the Food Manager or Board Chair. All of the details about an issue can be sent by email or post mail and it will be forwarded to the appropriate personnel for resolution.
- Email to: complaints@timminsfoodbank.com
- Post mail to: Timmins Food Bank, PO Box 891 STN MAIN, Timmins, ON P4N 7G7
- For the food bank to be able to respond to a complaint, the complainant must provide their name and contact information (including a valid email address and/or phone number), the date the issue occurred and a detailed description of the issue.
- The initial acknowledgement of the complaint will occur within two (2) business days and a resolution will be developed within the following ten (10) business days.
- The person who initially receives the complaint:
- will acknowledge to the complainant that the communication has been received
- may clarify details if required
- may offer some early remedies
- A complaint that cannot be resolved immediately will be investigated further and a final resolution will be developed.
- The Food Manager or their designate will contact the complainant to advise them of the final resolution and receive any feedback.
- If the complaint is not resolved, or if the complainant is uncomfortable discussing the issue with the Food Manager, the complaint will be escalated to the Board Chair. If the Board Chair cannot resolve the complaint, it will be escalated to Board of Directors. Every effort will be made to resolve escalated complaints as quickly as possible, to a maximum of two (2) weeks.
- There will be no retaliatory actions directed at anyone who, in good faith, initiates a complaint.
- The Board will review an annual summary on the number and type of complaints received.
- The Timmins Food Bank reserves the right to choose not to respond to complaints that are deemed to be frivolous or malicious or judged as completely unfounded.
ESCALATION OF A COMPLAINT
Where complaints or concerns cannot be resolved at the local level, individuals are encouraged to contact Food Banks Canada. To share your feedback with them please contact the Food Banks Canada:
Customer Experience Hotline at (877) 280-0329 or complaints@foodbankscanada.ca.