COMPLAINTS POLICY
This policy and procedure provides guidelines for resolution and the treatment of complaints received by staff or board members of Toronto and Region Conservation Foundation (TRCF) and/or Toronto and Region Conservation Authority (TRCA) regarding the activities, programs, services, staff or volunteers of TRCF.
PURPOSE
The purpose of this policy is to provide a consistent and uniform process to respond to public complaints. This policy is meant to ensure that TRCF addresses public complaints in a manner that preserves public confidence, trust and accountability.
SCOPE
This policy applies to all public complaints received through TRCF’s formal complaints process.
POLICY
Any member of the public personally affected, or their representative, can submit a formal complaint which will be reviewed in accordance with this policy.
TRCF representatives shall work with the individual(s) to investigate the formal complaint.
Operational complaints from the public, including but not limited to inquiries, feedback, compliments, suggestions, or anonymous complaints will be addressed by a TRCF representative in accordance with TRCF’s procedure. If the complaint has been escalated through this process and the complainant has not been satisfied with the resolution, they may escalate the formal complaint to the Board of Directors. Additionally, the following complaints will be escalated directly to the Board:
- • Actual or perceived acts of fraud and wrongdoing;
- • Financial, accounting and/or auditing matters;
- • Unethical conduct, including violations of the Code of Conduct;
- • Violations of provincial or federal laws;
- • Danger to health, safety or well-being of TRCF volunteers and/or the general public; and
- • Permanent damage to property.
All complaints will be treated in a fair, impartial and respectful manner by TRCF. All complaint records will be kept securely and confidentially in accordance with applicable policies and legislation.