POLICY: 

The Edmonton Community Foundation (ECF) is committed to supporting the effective and timely resolution of complaints and will treat complaints with confidentiality and share information only as required to facilitate a resolution.  

PROCEDURE: 

1. Those involved in a complaint resolution must respond with commitment to a timely resolution. Complaints that cannot be resolved by staff directly will be escalated to the relevant director and/or Vice President. Directors/Vice Presidents shall notify the Chief Executive Officer (CEO) in writing within five business days when a complaint is deemed significant – that is, any complaint that cannot be resolved at the Director/VP level.
2. Subject to any other legal right or obligation, the CEO will acknowledge the complaint within two business days and respond within 30 days of the original complaint date.
3. If a satisfactory resolution cannot be reached and the stakeholder wishes to take the matter further, Management will provide the Board Chair with a written summary of the complaint as soon as possible but no longer than 30 days of receiving the request to escalate.
4. The Board Chair will decide if the complaint should be considered by the Board. If so, the Board will review it at its earliest convenience and will address the complaint or define a process to do so. The CEO will communicate the Board’s decision to the complainant. The Board’s decision shall be final.
5. The CEO will provide the Board with a report of significant complaints on a quarterly basis. The report will include nature of the complaint, resolution status and any recommendations.