COMPLAINTS GOVERNANCE POLICY

  1. Purpose and Rationale
    Big Brothers Big Sisters of Canada (BBBSC) is committed to high standards of service. The purpose of this Policy is to provide an avenue for external parties to report any complaints they may have about BBBSC and for BBBSC to maintain a clear and fair process for receiving, reviewing, and responding to them.
  2. Scope and Definitions
    This Policy applies to complaints regarding BBBSC.

    1. Member Agency Complaints: complaints regarding Agencies should first be directed to the Member Agency.
    2. National Complaints: Complaints regarding national staff or volunteers should be directed to the National Director of Operations.
  3. Guiding Principles
    The policy is guided by the following principles:

    • Accountability: Responsible stewardship of leadership authority and organizational stability.
    • Continuity of Leadership: Maintaining uninterrupted operations during leadership transitions.
    • Transparency: Communicating clearly with staff, partners, and stakeholders.
    • Preparedness: Ensuring leadership responsibilities are understood and transferable.
    • Organizational Stability: Supporting staff and volunteers while maintaining stakeholder confidence.
  4. Responsibilities
    1. The Board of Directors of BBBSC (Board) will:
      1. Uphold accountability to due process and Policy;
      2. Ensure decisions are guided by evidence, law, and organizational values, and;
      3. Ensure process remains neutral and confidential, free from internal coercion or public pressure until investigations conclude.
    2. The National Office
      The National Office of BBBSC will maintain a transparent process for filing a complaint report, the investigation process, and communicating the results which is accessible on the website. The process will include the following elements:

      1. All complaints reports will be taken seriously, reviewed, and investigated promptly and thoroughly.
      2. Investigations will be conducted with discretion, fairly, and impartially. Confidentiality will be maintained to the extent possible.
      3. A neutral third-party investigator may be engaged to ensure impartial review and to preserve trust.
      4. Affected parties will be supported through [e.g., access to HR support, optional temporary leave].
      5. All parties have been reminded of confidentiality expectations and respectful conduct pending investigation.
      6. Findings will be documented and will undergo an appropriate investigation process if wrongdoing is confirmed.
      7. All reports, as well as the results of investigations, will be safely documented and securely archived.
      8. A summary of the findings and any corrective actions will be reported to the Board of Directors or an appointed subcommittee.
      9. The complainant (if known) will be informed of the outcome, when possible and appropriate.
  5. Report to the Board of Directors
    Annually, all complaints will be reported to the Board.
  6. Review
    This Governance Policy will be reviewed every 5 years or more frequently if required.
  7. Related Policies
    2.0-Roles and Responsibilities of Board Directors and Committee Members
    15.0-Anti-Harassment Policy
    Complaints Process

Other Policies

Privacy Policy
Whistleblower Policy