Complaints Policy
Purpose
At Forests Canada, we are committed to providing excellent service to all our stakeholders. We understand that from time to time, there may be issues that arise which result in complaints or concerns. We take all complaints seriously, and we are committed to addressing them in a timely and effective manner.
The purpose of this policy is to provide our stakeholders with a clear process on how they may register a concern or complaint.
Scope
This policy applies to all external stakeholders of Forests Canada, including but not limited to donors, partners and members of the public.
The policy is published on Forests Canada’s website.
Definition
A complaint is an expression of dissatisfaction about the service, actions or lack of action by Forests Canada as an organization or by a staff member or volunteer acting on behalf of Forests Canada. Examples include, but are not limited to:
- perceived failure to do something agreed upon
- failure to observe policy or procedures
- error made by a staff member or volunteer
- unfair or discourteous actions/statements by a staff member or volunteer
Confidentiality and Non-Retaliation
We understand that making a complaint can be a difficult decision. We treat all complaints with the utmost confidentiality and sensitivity, and we will not retaliate against any complaints made in good faith. Any information collected with respect to complaints will be subject to our Privacy Policy.
We are committed to continually improving our service and invite stakeholder feedback on this policy and its process at any time.
Process
Stakeholders who have a complaint or concern, may bring it to our attention by contacting us through any of the following methods:
- Phone: 1-877-646-1193
- Email us below (please use “Complaint” in the subject line)
We request that stakeholders provide us with as much detail as possible, including contact information and any relevant documentation.
Once we receive a complaint, we will acknowledge it within five business days. We will then investigate the issue and provide a response within 30 business days of receiving the complaint. If we require more time to investigate the complaint, we will provide the complainant with an estimated timeframe for our response.
If the complainant is not satisfied with our response, they can escalate their complaint to our Chief Operating Officer (COO) by emailing below. A final response will be provided within 30 business days.
Documenting and Reporting
It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediately (on the same day it is received). Forests Canada will log and track such complaints and provide on an annual basis a summary report to the Forests Canada Board of Directors.