Our Policies Participant Complaint Procedure
Participant Complaint Procedure
Back 2 Basickz is committed to providing high-quality programs, services, and experiences to all our participants, volunteers, donors and stakeholders. We understand that there may be times when individuals have concerns or complaints about our program, services, or activities, and we are committed to addressing these concerns in a fair, respectful and timely manner.
1. Scope and Purpose
This policy applies to all complaints made by mem
bers, volunteers, donors and stakeholders, regarding our programs, services and activities. The purpose of this policy is to ensure that all complaints are handled promptly, effectively, and in accordance with our values and principles.
2. Complaint Procedure
Individuals are encouraged to bring their complaints to the attention of our staff or volunteers, who will attempt to resolve the issue informally and promptly. If the complaint cannot be resolved informally, the complainant may submit a formal complaint in writing to our designated Complaint Officer.
The formal complaint must include the following information:
- Name and contact information of the complainant.
- Any relevant documentation or evidence to support the complaint.
- Any specific remedies or outcomes desired by the complainant.
Upon receipt of the formal complaint, our Complaints Officer will acknowledge receipt of the complaint within seven business days . The complaints Officer will then investigate the complaint and determine the appropriate course of action.
3. Complaints Resolution
Our Complaints Officer will investigate the complaint in a fair and impartial manner and will make every effort to resolve the complaint to the satisfaction of the complainant. The Complaints Officer may request additional information or documentation from the complainant or other parties involved in the complaint.
Once the investigation is complete, the Complaints Officer will provide a written response to the complainant. The response will include a summary of the investigation, any findings or conclusions, and any remedial actions or outcomes that will be taken.
4. Confidentiality and Privacy
All complaints will be handled in a confidential and respectful manner. We will protect the privacy of the complainant. and any individuals involved in the complaint, in accordance with all applicable privacy laws and regulations.
5. Monitoring and Review
We will monitor and review this policy on a regular basis to ensure that it remains effective and relevant. We will also seek feedback from complainants and other stakeholders to identify areas for improvement and innovation.
Back 2 Basickz is committed to ensuring that all complaints are handled fairly, respectfully, and promptly. If you have any questions or concerns regarding this policy, please contact our Complaints Officer at 647-514-3124.
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