Complaints Policy & Procedure
To preserve and strengthen the quality of Jewish life in Greater Toronto, Canada, Israel and around the world through philanthropic, volunteer and professional leadership.
Donors and stakeholders have the right to express opinions about the programs and policies of UJA Federation, or to complain about situations in which they believe UJA Federation has not acted in line with its Mission and/or they have received poor service.
This policy applies to complaints received by UJA Federation about its activities, programs, services, staff or volunteers.
- It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
- Review of complaints is fair, impartial and respectful to all parties.
- Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
- Complainants are provided clear and understandable reasons for decisions relating to complaints.
- Updates are provided to complainants.
- Complaints are used to assist in improving services, policies and procedures.
Types of complaints
A complaint is an expression of dissatisfaction about the service, actions, or lack of action by UJA Federation as an organization or a staff member or volunteer acting on behalf of UJA Federation. Examples include but are not limited to:
- Perceived failure to do something agreed upon;
- Failure to observe policy or procedures;
- Error made by a staff member/volunteer; or
- Unfair or discourteous actions/statements by staff member/volunteer;
Anyone personally affected can complain and their complaint will be reviewed in accordance with this procedure.
Complaint receipt and handling
A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email). An employee or volunteer who initially receives a complaint should put the complainant directly in touch with the Senior VP, Human Resources & Leadership Development, who will log the complaint, confirm to the complainant that the issue will be dealt with in a given timeframe and get any contact information needed to maintain contact.
Resolving the complaint
Every effort should be made to resolve complaints received in a timely fashion.
When receiving a verbal complaint, the Senior VP, Human Resources & Leadership Development will listen and seek to understand the complaint, and may attempt to resolve it immediately.
Complaints received in writing should be acknowledged within two business days and the Senior VP, Human Resources & Leadership Development will attempt to resolve the matter within ten business days.
Escalation of the complaint
Where a complaint cannot be easily resolved, it should be escalated to the Senior VP of the relevant department. If there is no resolution of the complaint, it will be escalated to the President & CEO. If the complaint is about the President & CEO, it will be handled by the Chair of the Human Resources Committee.
Complainants will be kept informed of the status of their complaint. Every attempt should be made to resolve escalated complaints within an additional ten business days.
Documenting the complaint
It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediately (on the same day it is received). Information about such complaints must be recorded on the complaints tracking worksheet. Information recorded on the worksheet includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.
Reporting complaints to the Board of Directors
The Senior VP, Human Resources & Leadership Development will prepare an annual summary of the complaints received including number and type, and send it to the Human Resources Committee, who will report their conclusions to the Board of Directors