POLICY: 

The Edmonton Community Foundation (ECF) is committed to supporting the effective and timely resolution of problems and will provide all stakeholders with an open and transparent process to register a complaint.  

PROCEDURE: 

1. It is of the utmost importance that complaints and problems be resolved as quickly as possible. General complaints should be brought to the attention, in writing or by email, to the Chief Executive Officer as soon as possible. The CEO or others who play a role in the problem resolution process must act with a commitment to a timely resolution.  
2. The Chief Executive Officer will then meet to attempt to resolve the complaint with the affected stakeholder. 
3. If a satisfactory resolution cannot be achieved and the stakeholder wishes to take the matter further, the stakeholder shall provide the Chair of the Board with a written summary of the complaint.   
4. The Board will review the complain tat its earliest convenience. The board will address the complaint, or how to address the complaint. The Board’s decision shall be final, binding and non-appealable. 
5. Annually the CEO will report to the board, in writing ,of the number, type, disposition of  complaints received.