Complaints Policy
Routes Connecting Communities strives to provide exceptional service to all of our clients. However, there may be times when clients may not be satisfied with the services received or a decision made by Routes. Routes will ensure that the clients have the opportunity to express complaints without concern for repercussions. Routes will make every effort to resolve any and all complaints in a fair, respectful, and timely manner.
Definition
A complaint can be defined as a concern from a client, community member or volunteer that arises from actual or specific experience. Examples of general complaints can include:
Service- issues about the processes by which programs and services are delivered
Accessibility- issues regarding access to programs and services
Service Coordination- The extent to which staff communicate and work as a team to provide seamless service
Information- the extent to which written or verbal information given to clients was satisfactory
Facilities- signage, access, parking, cleanliness, privacy
Safety and Security- the extent to which steps are taken to ensure a client’s personal safety and security
Procedure
If a client/community member has a concern that is expressed to an employee, and the concern is clarified to the client’s satisfaction, it is not treated as a complaint.
Clients/community members may express complaints to Routes through either an informal or formal complaints process.
An informal resolution of the complaint is encouraged whenever possible, before a formal procedure is initiated.
Informal:
Informal complaints can be expressed in person, by email or by phone- ideally to the person involved. As most complaints are related to misunderstandings or miscommunication, speedy resolution is usually the result of the conversation
Staff receiving a complaint will respond in an open, positive and professional manner. They will talk to the individual to determine the issue and what they expect to be done about the issue. The staff member will then either deal with the complaint or refer to the most relevant person involved for resolution
Formal:
If the complaint is not resolved through discussion, the staff member receiving the complaint will report it to the appropriate supervisor, who will complete a complaint report, investigate the complaint and respond to the complainant within one week. The direct supervisor must inform the Executive Director of the complaint and resolution process
The client/community member submitting the complaint may continue to access Routes’ services and programs during the investigation, unless they prefer not to, in which case the direct supervisor will make every effort to make a referral to an appropriate organization.
If the complainant is not satisfied with the response received by Routes staff, a written complaint outlining the initial complaint as well as the client’s reason for dissatisfaction with the response may be submitted to the Executive Director
Upon receiving a formal complaint, the Executive Director will first determine if the complainant has discussed the concern with the relevant staff person and may delegate follow up to a manager
The Executive Director will provide the complainant with the details of the complaint procedure including the contact information of the manager assigned to the investigation, within one week of receiving the complaint
Upon investigation/receiving the manager’s report and making a decision, the Executive Director will contact the complainant with a response as soon as possible- ideally indicating changes that will occur, or reasons why the changes cannot occur to resolve the complaint.
If the complainant is not satisfied with the Executive Director’s response, a written report outlining the initial complaint as well as the client’s reasons for dissatisfaction with the response may be submitted to the Chair of the Board of Directors within 4 weeks of receipt of the response.
The Board Chair will refer the complaint to the executive committee of the board for a final decision, which will be communicated to the complainant within six weeks.
Reports:
All client complaints and actions taken will be documented and shared with Routes staff. Complaints will be analyzed for possible trends, and an annual report will be prepared for and presented to the board.
Complaints that may put staff, volunteers, community members, and the organization at risk are reported to the board within 24 hours