Complaints Policy and Process

Purpose

At Interwoven Connections, we recognize the importance of the role our communities, donors, partners, and various agencies play in our work. While we strive for excellence in the pursuit of our mission, we recognize that there may be instances where we have opportunities for improvement. We believe that the process for resolving concerns and complaints should be timely, fair and respectful.

Application

This policy applies to all individuals and external stakeholders who wish to file a complaint with Interwoven Connections. It ensures that complaints are handled fairly, with integrity, and in compliance with applicable laws. The policy promotes transparency in addressing concerns and ensures that all responses align with the organization’s mission and values.

Policy

The complaints process is available to address dissatisfaction about our services, actions, lack of action, or interaction with Interwoven Connections’ staff or volunteers. Anyone may bring a complaint forward to Interwoven Connections in writing by sending an email to complaints@interwovenconnections.ca or by mailing us at 265-135 Laurier Avenue West, Ottawa, Ontario K1P 5J2.

We ask that concerns be submitted with as much detail as possible, including a description of the issue and relevant contact information for follow-up, if the sender wishes to provide. This ensures a timely and thorough response while maintaining the confidentiality and comfort of the individual raising the concern. All complaints will be reviewed promptly by the Executive Director and Board Chair. Our intended response time is within 10 business days. If the complaint cannot be resolved within this timeframe, you will be informed of the steps being taken and provided with an updated timeline for resolution.

A response may not be provided in cases where the submission is abusive or harassing, where there is no direct connection to Interwoven Connections, or when the complainant is part of a bulk email. While anonymous complaints cannot receive a direct response, they will still be reviewed by Interwoven Connections to help improve services and operations.

All complaints will be recorded on a tracking form, included a description of the complaint, who handled it, actions taken to resolve and the timeframe for resolution. A summary of all complaints received, including the number and type of complaint, plus any recurring themes or systemic issues, will be shared with the Interwoven Connections’ Board of Directors on an annual basis.

If you have additional questions about our complaints policies or procedures, we invite you to contact Interwoven Connections at:

By Email: complaints@interwovenconnections.ca

By Mail: 135 Laurier Ave W, Ottawa, ON K1P 5J2