Complaints
3-10
PROGRAMS AND SERVICES MANUAL
PROCEDURE
COMPLAINTS
(Volunteers with a complaint should refer to Volunteer Complaints, HR # 9-260.)
All complaints from service users, donors and other community members about the AIDS Committee of Toronto (ACT) receive a respectful and timely response in keeping with the procedure outlined below. When possible, that response indicates changes that will occur or reason(s) why changes cannot occur.
The complaints procedure is available to service users and the public in the ACT brochure, How are We Doing.
If a person submits a complaint, the person may continue to access all of ACT's services during the investigation. If the person prefers not to receive service from ACT, the investigating manager works with the person to make a referral to another organization or program that meets his/her needs.
PERSON/DEPARTMENT
RESPONSIBILITY
Person with Complaint
xxx1.xxxAttempt to settle issue quickly and simply by discussion with ACT worker with whom you have direct contact.
xxx2.xxxIf it is preferred not to discuss the issue with this person or if not satisfied with the response, lodge a formal complaint.
FORMAL COMPLAINT: STEP ONE
Person with Complaint
xxx1.xxxSubmit details of complaint (in writing, by phone, or in person) to the Executive Director.
Executive Director
xxx1.xxxUpon receiving formal complaint, assign a manager to investigate the issue.
xxx2.xxxWithin two days provide the complainant with the name and phone number of the investigating manager, and details of thecomplaints procedure.
xxx3.xxxFor each formal complaint lodged, complete Complaint Information Page (sample follows).
Investigating Manager
xxx1.xxxComplete the investigation and provide written response to the complainant as soon as possible and no longer than eightweeks.
xxx2.xxxIf more than four weeks is required to complete the investigation, provide the complainant with a written explanation about the xdelay.
Person with Complaint
xxx1.xxxIf not satisfied with the response, lodge a complaint with the Chair of ACT's Board of Directors.
FORMAL COMPLAINT: STEP TWO
Person with Complaint
xxx1.xxxSubmit a written explanation of source of dissatisfaction to the Chair of the Board of Directors within four weeks of
xxxxxxxxreceiving investigating manager's written reply.
Chair of Board of Directors
xxx1.xxxRefer complaint to the Board's Executive Committee.
Executive Committee
xxx1.xxxConsider complaint at next Committee meeting.
xxx2.xxxProvide complainant with written reply within six weeks of meeting.
