Complaints Policy

Purpose

To be able to respond to complaints that are received by Mercy Ships Canada from external stakeholders about our activities, programs, services, staff or volunteers.

Scope

Board members, staff, volunteers, donors and external stakeholders.

Policy Statement

 1. Guiding Principles

It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. The review of complaints should be fair, impartial and respectful to all parties. Complainants are provided concise reasons for decisions relating to complaints. Upon request, status of the complaint will be available to the complainant during the review process. A complainant who remains dissatisfied will be informed that he/she may appeal in writing to our Board of Directors and will be advised in writing of the disposition of the appeal. Complaints are used to assist in improving services, policies and procedures.

 2. Types of Complaints

Definition: A complaint is to report in good faith any known or suspected violation of our Code of Ethics Policy and its underlying policies as well as any violation of applicable laws, rules or regulations. Anyone personally affected, or a witness, can complain and their complaint will be reviewed in accordance with this policy. Violations or suspected violations may be submitted on a confidential basis by the complainant or may be submitted anonymously. Reports of violations or suspected violations will be kept confidential to the extent possible, consistent with the need to conduct an adequate investigation. Examples include but are not limited to: failure to observe policy or procedures, violation or suspected violation of our Code of Ethics, errors made by a staff member/volunteer or unfair or discourteous actions/statements by a staff member/volunteer.

3. Complaint Receipt

A complaint may be received verbally, written or electronic by a Board member, staff or volunteer. It is the responsibility of the person who receives the complaint to follow our complaint procedures. The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received.  Every effort should be made to resolve complaints received in a timely fashion.

4. Complaint Resolution

Resolution is conducted with the utmost respect, discretion and privacy, and will be kept confidential.

5. Documenting the Complaint

We will keep a record of all complaints.  A summary of the complaints received including the number and type will be reported to the Board of Directors of Mercy Ships Canada at a minimum annually or upon request.

Mercy Ships Canada is committed to handling complaints in a timely, effective, responsible and consistent manner.

Mercy Ships Canada will make every reasonable effort to ensure that all complaints are treated fairly, professionally and with respect. If you have a complaint, please email us at msca@mercyships.ca or write to us at our mailing address: Unit #5- 3318 Oak St, Victoria, BC V8X 1R1, with the following information: Date of incident, your name and the nature of the complaint and the circumstances (all information available).