Counselling Centre of East Algoma
Complaints Policy
1. OVERVIEW
The Counselling Centre of East Algoma views third party complaints (complaints from outside the organization) as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint. Our policy is:
to provide a fair external complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
to publicize the existence of our external complaints procedure so that people know how to contact us to make a complaint;
to make sure everyone at the CCEA knows what to do if an external complaint is received;
to make sure all external complaints are investigated fairly and in a timely way;
to make sure that external complaints are, wherever possible, resolved and that relationships are repaired; and
to gather information which helps us to improve what we do.
2. DEFINITION OF A COMPLAINT
2.1 An external complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the agency.
2.2 External complaints may come from donors and other individuals who we contact about our work, or any other person or organization with an interest in the agency and its activities.
2.3 An external complaint can be received by email or in writing.
3. CONFIDENTIALITY
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
4. RESPONSIBILITY
Overall responsibility for this policy and its implementation lies with human resources and a committed counsel comprised by volunteer internal staff members. Recommendations will be made by the counsel and presented to the Board of Directors in a timely fashion.
5. REVIEW
This policy is reviewed regularly and updated as required.
6. COMPLAINTS PROCEDURE
Written complaints may be sent to the agency at:
Counselling Centre of East Algoma, 9 Oakland Blvd. Elliot Lake, ON P5A 2T1
or e-mail info@counsellingcentre.org