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Tzu Chi Foundation, Canada views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at TCFC knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, whenever possible, resolved and that relationships are repaired
- To gather information which helps to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Tzu Chi Foundation, Canada.
Where Complaints Come From
Complaints may come from donors, volunteers, clients or any organization from the local community.
A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use Tzu Chi Foundation, Canada’s Discipline policy.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with executive committee.
Review
This policy is reviewed regularly and updated as required.