The BC Cancer Foundation is committed to providing our stakeholders, including donors, patients, researchers, health professionals, employees, members, the general public and government with a high level of service in conjunction with carrying out our mandate. The purpose of the complaints policy is to create a transparent and fair method of responding to public complaints. This policy applies to complaints received by the BC Cancer Foundation about our activities, programs, policies, staff or volunteers. Guiding Principles It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. Review of complaints is fair, impartial and respectful to all parties. Complainants have the right to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome. BC Cancer Foundation uses complaints to assist in improving services, policies and procedures. Types of Complaints A complaint is an expression of dissatisfaction about the service, actions, or lack of action by BC Cancer Foundation as an organization or a staff member or volunteer acting on behalf of BC Cancer Foundation. Examples include but are not limited to: Perceived failure to do something agreed upon; Perceived failure to observe policy or procedures; Concern that an error was made by staff member/volunteer; or Unfair or discourteous actions/statements by staff member/volunteer Complaints Procedure: How to Report a Complaint: A complaint may be received verbally or in writing. By phone: Please call our provincial office at 604.877.6040 or our toll free number 1.888.906.8273. By email: Please send your email to firstname.lastname@example.org. By mail: BC Cancer Foundation 150-686 West Broadway Vancouver, BC V5Z 1G1 How Your Claim Will Be Dealt With Generally complaints are received through Reception and by email to the Communications and Marketing team who are assigned to triage inquiries to appropriate departments. Departments will either respond by sending a formal letter, email, or telephone the individual. Where a complaint cannot be easily resolved, it should be escalated to the relevant Vice-President. A Vice-President may involve the President & CEO. Complaints about the President & CEO, Board members and Board Policy will be directed to the Chair, Governance & Human Resources Committee. Timeliness: A complainant will receive contact from the appropriate person within the organization within 3 business days even if an appropriate solution to the problem requires additional time. Reporting Back: If the issue cannot be resolved right away, the appropriate department will respond as soon as the matter has been reviewed. All concerned parties will be advised of the results of the review. Confidentiality: Complaints are kept confidential when received. However, complaints that go forward will require that if an individual is the subject of the complaint that that person and other persons involved must be advised in order to fully and fairly review the complaint. Documentation:The Foundation will maintain a record of received complaints including an update of progress and final outcomes. A summary of the complaints received, including the number, type and status of complaints will be reported to the BC Cancer Foundation Board of Directors quarterly.