Complaints Policy

This policy, guiding principles and procedures apply to complaints received by Cranbrook Food Bank about all aspects of our operations, including activities, service, employees and volunteers.  It is an expectation of Cranbrook Food Bank that the employees and volunteers of both Cranbrook Food Bank abide by the Ethical Food Bank Code of Conduct and Commitment to Ethics and will apply those standards in the resolution of complaints.  

The Cranbrook Food Bank recognizes that from time to time there may be inquiries, concerns or complaints and that we have a responsibility to respond to them appropriately, resolving complaints in a timely, fair, respectful and consistent manner.  Those sharing concerns or complaints must be able to do so without fear of reprisal and any form of retaliation.  This policy ensures that we have a coordinated and consistent response to complaints, and that our responses are informed by our mission, vision and values. 

The Cranbrook Food Bank has established principles and guidelines along with a comprehensive complaints process:

Guiding Principles

• All complaints will be dealt with promptly and resolved as quickly as possible. 
• Review of complaints will be fair, impartial and respectful of all parties involved.
• Privacy and confidentiality will be always respected. 
• Complaints will be directed to the person (s) most able to directly and expeditiously address the concern. 
• Complainants will be provided the basis for decisions and outcomes relating to their complaint. 
• Complaints will be used to assist in improving service, policies and procedures.

Complaints

Any individual, donor, prospective donor, member of the public, provincial association, affiliate food bank, and/or business who may have a complaint about the Cranbrook Food Bank are encouraged to contact the Cranbrook Food Bank directly.

A complaint is an expression of dissatisfaction or concern about the service, action or lack of action by the Cranbrook Food Bank.  Examples may include (but are not limited to); 

• Perceived failure to deliver agreed-upon services, 
• Failure to uphold policies and procedures, 
• Error made by an employee or volunteer, 
• Unfair or discourteous conduct by an employee or volunteer. 

Complaints will be received from those individuals who are personally and directly affected by the action and complainants will be expected to identify themselves when bringing forward their complaint.

In the event the complainant is unable or unwilling to direct a complaint to a representative of the Cranbrook Food Bank may alternatively use the Food Banks Canada Hotline to direct their complaint.

Procedure

1. Intake and Acknowledgement:  A complaint may be received verbally (by phone or in person) or in writing (by mail or email).   Any representative of the Cranbrook Food Bank who receives a complaint should direct the complaint to the Executive Director who will determine the most appropriate person (s) to handle the complaint.  Every effort should be made to resolve complaints in a timely fashion 

2. Documentation:  Document the complaint details, assessing for accuracy, accountability and understanding of the complaint.  Information recorded will include:

• The name of the complainant and their contact information, 
• A brief description of complaint and source of concern, 
• The name of the receiver of the complaint,
• Time frame for expected completion. 

An annual summary of complaints will be presented to the Board of Directors of Cranbrook Food Bank, for information.

3. Investigation:  Gather facts from all parties involved to understand the situation fully.  Identify the root cause if possible

4. Resolution and Action:  Propose a specific, fair solution, which might include fixing the error, or apology, and take quick action to complete.  

5. Communication:  Inform the complainant of the results and the rationale behind the decision with the intent of confirming the complainant is satisfied with the outcome 

6. Closure and Follow-up:  Close the complaint, implementing corrective actions to prevent recurrence.  Document the outcome.  

Food Banks Canada Customer Experience Hotline 

The following is publicly posted for all employees, volunteers, clients and visitors:

The Cranbrook Food Bank is committed to providing excellent service. We recognize that from time to time, there may be inquiries, concerns or complaints, and we believe that our stakeholders have the right to tell us about them. To share your feedback please contact the Food Banks Canada Customer Experience Hotline at 1.877.280.0329 or complaints@foodbankscanada.ca