1.0 Purpose
This policy and procedure applies to external complaints received by Pathways to Education Canada regarding our programs, staff, volunteers, or activities.
2.0 Policy Scope
At Pathways to Education Canada, we believe that addressing complaints promptly and fairly is in the best interest of all parties. Complaints will be handled respectfully, impartially, and transparently. We strive to resolve complaints as quickly as possible and ensure that complainants are informed of their options for escalating the complaint if they are not satisfied with the resolution. All decisions regarding complaints will be communicated with clear, understandable reasons. We will provide regular updates to complainants during the review process. Complaints will also be used as opportunities for improving policies and procedures. Complaints received about our program partners will be redirected to the program partner’s complaints process for resolution.
3.0 Definitions
A complaint is defined as an expression of dissatisfaction about the actions, or inaction of Pathways to Education Canada or its staff/volunteers. Examples of complaints may include, but are not limited to:
- Failure to fulfill an agreed-upon action;
- Non-compliance with established policies or procedures;
- Mistakes made by staff or volunteers; or
- Unfair, discourteous, or inappropriate conduct by staff or volunteers.
Any individual personally affected by an issue may submit a complaint, and it will be reviewed in accordance with this procedure.
4.0 Complaint Receipt and Handling
Complaints may be received verbally, in person or by phone, or in writing (via email or mail). The staff member or volunteer who first receives a complaint is responsible for determining the most appropriate person to handle it, typically someone with the primary relationship to the complainant or the necessary expertise. It is the responsibility of the person who receives the complaint to either resolve the issue or refer it to the appropriate individual. If the complaint is referred, the person receiving the complaint must acknowledge that the complaint has been received and that appropriate action will be taken. Upon receipt, the complainant should be informed that the complaint has been acknowledged, their contact information should be recorded (name, phone number, and email address) and the person responsible for resolving it should indicate when they expect to follow up. Complaints will be brought to the attention of the Board Chair upon receipt. The Board Chair will assess the complaint and, if necessary, notify the Board of the issue.
5.0 Resolving the Complaint
A record must be kept for all complaints, especially those involving financial disputes or those that cannot be resolved immediately. This information will be documented. Each entry will include:
- A description of the complaint;
- The individual handling the complaint;
- The actions taken to resolve the complaint;
- The timeframe for resolution;
- The final resolution of the complaint.
A summary of complaints, including the number and types received, will be reported annually to Pathways to Education Canada’s Board of Directors.
6.0 Confidentiality and Privacy
Pathways to Education Canada is committed to maintaining confidentiality throughout the complaint resolution process. All personal information provided by the complainant will be used solely for the purpose of addressing the complaint and will be kept private unless disclosure is required by law or necessary to resolve the issue.
7.0 Anonymous Complaints
Pathways to Education Canada accepts anonymous complaints; however, please note that anonymity may limit the ability to investigate or resolve the issue effectively. If possible, we encourage complainants to provide contact information for follow-up.