SMILE's Complaints Policy

This policy's objective is to give SMILE a open and transparent procedure for managing complaints relating to services provided by and engagement with SMILE Canada - Support Services. This policy establishes a framework to ensure that complaints are resolved in a timely, equitable, and professional manner. All parties involved, including but not limited to volunteers, staff, contributors, beneficiaries, and members of the public who engage with SMILE, are subject to this policy.

At SMILE Canada - Support Services we are dedicated to handling every complaint in a timely, equitable, and efficient manner. Any concerns you may have about our programs, employees, or services will be treated seriously, respectfully, and in confidence in alignment with the expectations this policy establishes.

Written complaints can be submitted through a Complaints Form and we are committed to responding within ten (10) business days. We commit to reviewing each issue carefully in order to find effective solutions within a timely manner.

In addition to keeping us alert by implementing various internal controls, our dedication to our vision, mission, and values also serves as a reminder to us that, throughout SMILE’s entire range of services and programs, we must respect our complainant's freedoms and create a welcoming environment to ensure individuals with concerns and complaints feel heard. Anyone who notices errors, wrongdoing, or violations of the policies that SMILE abides by has the right to file a complaint, have it handled, and get a response.

An appeal may be made to the SMILE board of Directors if the resolution is deemed inadequate. SMILE will also track complaints and analyze them to determine patterns and opportunities for improvement. The board will receive an annual report on complaints received and their resolutions.

Definition of a Complaint:

Any verbal or written, official or informal statement of concern about any part of the organization's operations, services, staff, or policy made by a stakeholder—be it a volunteer, beneficiary, donor, or member of the public—is considered a complaint. This covers worries about alleged wrongdoing, performance, unfulfilled expectations, or any other problem that impedes the stakeholder's interaction or experience with the company. To guarantee appropriate responses and ongoing progress, complaints are handled carefully and according to a set procedure.

Procedure:

Step 1: Informal Resolution- when at all feasible, complaints should be settled amicably by speaking with the person or department in question directly.
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Step 2: Formal Complaint- if the complaint cannot be resolved informally, a formal complaint should be submitted in writing to [designated person or department]. The complaint should include:
  • The name and contact details of the complainant.
  • A description of the complaint.
  • Any relevant evidence or documentation.
Step 3: Investigation- the designated person will investigate the complaint. This may involve:
  • Reviewing relevant documents.
  • Interviewing involved parties.
Step 4: Resolution- a written response outlining the findings of the investigation and any proposed actions will be provided to the complainant within thirty (30) business days.
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Step 5: Appeal- the complainant may file a written appeal with a higher authority or board member if they are dissatisfied with the resolution. The appeal needs to be submitted [in a specified amount of time] after the resolution response is received.

SMILE’s Complaints Policy Principles:

Fairness- both the complainant and the subject of the complaint will have the chance to voice their opinions, and complaints will be processed impartially.

Confidentiality- all complaints will be handled in a discreet manner, with information shared only with those who require it to address the problem.

Response- complaints shall be noted, and expeditious measures will be taken to secure resolution.

Accountability- to guarantee accountability and continuous development of our services and operations, any complaints will be noted and closely examined.

Complaints Can Be Submitted To:

Fairness- both the complainant and the subject of the complaint will have the chance to voice their opinions, and complaints will be processed impartially.

Confidentiality- all complaints will be handled in a discreet manner, with information shared only with those who require it to address the problem.

Response- complaints shall be noted, and expeditious measures will be taken to secure resolution.

Accountability- to guarantee accountability and continuous development of our services and operations, any complaints will be noted and closely examined.