SCOPE
This policy and procedure apply to all LAMP employees, including full-time, part-time, temporary, casual and contract staff, as well as people who work to gain experience or for benefits, such as volunteers, co-op students, interns, and apprentices.
POLICY
Clients and community members have a right to comment on or to complain about any aspect of LAMP or the service or lack of service they have experienced at LAMP. Suggestions, praise, criticism and/or complaints from clients, program participants and community members can help us to improve.
Employees will receive the input in an open, positive, and professional manner, and follow up appropriately. Employee will provide a Feedback Form, as appropriate. Employees will not attempt to alter or conceal client complaints or feedback.
The Executive Director will inform the Board of Directors of any complaints that may pose a risk to the organization as well as any that relate specifically to the performance of the Executive Director.
Complaints that fall within the scope of ANY LAMP policy will be addressed through the process of that policy and in accordance with all applicable municipal, provincial, and federal legislations.
GUIDELINES
LAMP will provide boxes in waiting rooms and program areas to receive written comments and a phone line 416.252.6471 ext. 318 to receive verbal comments. Comment boxes, and voice mail will be cleared weekly.
Employees will tell clients and community members about these avenues for input.
An unresolved complaint will be brought to the attention of the team leader, immediate Supervisor, or the Manager.
If the team leader, immediate Supervisor, or the Manager are unable to resolve the complaint, clients have the right to escalate the complaint to the Executive Director, who is ultimately responsible for all employees, volunteers, and students.
The Executive Director or his/her designate will read the comments and:
- Phone or write, within one week, to those who have identified themselves and asked for a response.
- Report to Managers/Directors, employees, and Board, in a timely manner, using the usual communication mechanisms so that the feedback can be used in evaluation and planning.
All complaints shall be recorded by the Director, Manager or Supervisor and forwarded to the Community Programs Director who will prepare an annual report for the Board of Directors.
DISCIPLINARY ACTION
Employees found in violation of this policy may be subject to disciplinary action up to and including termination of employment. Additionally, LAMP may have an obligation to report incidents to the appropriate municipal or provincial authority or regulatory governing bodies.
