Complaints Policy

Introduction 

North York Seniors Centre (NYSC) strives to operate in a professional and courteous manner. It is also focused on treating its stakeholders in an equitable, transparent and timely manner.   In keeping with these principles, NYSC has established this complaints policy to provide individuals with a clear procedure to follow when lodging a complaint about NYSC. Equally, the policy provides NYSC and its staff with a clear process for handling and resolving complaints. The information you provide will be used to investigate the complaint and may be used for contact purposes related to the investigation. 

Complaint Definition

A complaint is an expression of dissatisfaction with NYSC’s policies, procedures, employees or quality of service. Examples include, but are not limited to, the perception of: 

•     Failure to comply with NYSC Client Bill of Rights;

•     Failure to do something agreed to do;

•     Failure to observe policies or procedures;

•     Unacceptable delay;

•     Staff error;

•     Discourteous actions/statements by staff. 

How to lodge a complaint

 A complaint should be directed to the department or program where there is expressed concerned. A complaint may be received verbally in person or by telephone or in writing by hand delivery, mail, fax or email.  A complaint may be received anonymously or through a third person. 

The coordinator / supervisor will make every effort to provide a solution in that moment.  If a solution cannot be immediately found, a clear five-step process will be activated up to and including a full investigation as necessary.

Notice of Decision and Resolution

•     Written complaints receive a written notice of decision.

•     Verbal complaints receive written or verbal notice.

•     If investigation determines that the reasons for the complaint are not justified, and no further action is required, the complainant is notified.

•     If investigation determines that the complaint is justified, the complainant is notified of corrective action to be taken and any remedy proposed.

Guiding Principles

•     Complaints are dealt with promptly and resolved as quickly as possible.

•     Complaints are confidential and the complainant’s privacy is protected at all times.

•     Complaint investigations are fair, impartial and respectful to parties involved

•     Complainants are advised of their options to escalate their complaint if they are dissatisfied with treatment or outcome.

•     Complainants are provided clear and understandable reasons for how decisions on the complaint were made.

•     Updates are provided to complainants during investigations.

•     Complaints are used to assist in improving services, policies and procedures.

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