Policy Group: Media Relations & Communications Policies Policy Number: 5.0-07
Date Approved: September 19, 2017 Date Revised/Reviewed: October 16, 2019
Habitat for Humanity Northumberland (HFHN) recognizes that from time to time there may be concerns or complaints and that HFHN’s stakeholders and members of the public have the right to raise such complaints or concerns. This policy addresses HFHN’s commitment to responding to stakeholder and the publics’ complaints in a timely and responsible manner.
HFHN is committed to addressing complaints from stakeholders and the public in a timely, fair and respectful manner while ensuring that the complainant is provided with updates through the complaint process. HFHN has set out the following process for addressing concerns and complaints that stakeholders and the public including donors, funders, supporters, program participants, and the public, may have with HFHN. A complaint may be regarding HFHN’s services, programs, fundraising, donor relations, and/or volunteer relations.
HFHN has set out the following complaint resolution procedures:
Anyone with a complaint is encouraged to submit it in writing to either the staff member that who is their primary contact or email firstname.lastname@example.org or call 289-252-0999 ext. 28 and the complaint will be forwarded to the appropriate staff person. Complaints may be received by mail, email or in person.
In order for HFHN to be able to respond to a complaint, the complainant must let HFHN know they wish to make a complaint, provide their name, contact information (including valid email and phone number), the date the issue occurred, and a description of the issue.
The initial acknowledgement of the complaint will occur within 2 business days and a resolution within 10 business days.
The person who initially receives the complaint will acknowledge to the complainant that the complaint has been received and will be acted on either by themselves or another employee.
For any complaint involving money, or that cannot be resolved immediately (on the same day it is received), the HFHN staff person assigned to handle the complaint will document the concern along with the final resolution or decision. All donor complaints will be documented in the donor’s record.
A final decision concerning the complaint will be discussed with the complainant at the end of an investigation into the complaint.
If a complainant feels that a complaint is not resolved to their satisfaction, the staff person may ask the Executive Director (ED) to assist with finding a resolution or, if the complaint is related to the ED, to the Board Chair who will work to resolve the complaint.
HFHN reserves the right to choose not to respond to complaints judged as unfounded.
Each supervisor is responsible for ensuring that their staff and volunteers understand this policy and its application. The ED is responsible for implementing this policy.
HFHN is committed to providing excellent service to all of its stakeholders and ensuring valid complaints are received, responded to and resolved whenever possible.