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Complaint policy

Habitat for Humanity Canada is committed to providing excellent service. We recognize that, from time to time, there may be concerns or complaints and that our stakeholders have the right to raise such complaints or concerns.

This policy deals with external complaints and sets out the process for addressing concerns and complaints which stakeholders, including donors, funders, supporters, program participants and the public, may have with a Habitat organization in Canada. A complaint may be about services, programs, fundraising, donor relations, volunteer relations, homeowner relations or communications.

We are committed to addressing these complaints in a timely, fair and respectful manner while ensuring that they are provided with updates throughout the complaint process.

Complaints about local Habitat for Humanity organizations

Each local Habitat is an independent organization, overseen by its own board of directors. If there is a complaint about a particular local Habitat, they may be contacted directly to discuss the issue or complaint. Complaints that are not dealt with satisfactorily can be elevated to the Chief Strategy Officer at Habitat Canada.

Habitat Canada staff receiving complaints about local Habitat organizations will:

  1. Communicate the External Complaints policy to the complainant.
  2. Notify the appropriate member of the Affiliate Success team of the complaint.
  3. Forward the complainant on as appropriate, to either the local Habitat or to the Chief Strategy Officer.
  4. If the complaint is serious enough in nature that may get public attention, inform the Chief Communications & Partnerships Officer.

Complaint resolution procedures

The Habitat Canada website displays the following information on our complaint resolution procedure:

  1. If you have a complaint or concern about your experience with Habitat Canada, you are encouraged to talk with the staff person that is your primary contact or has the specific knowledge that is needed to resolve the issue. You can also fill out the complaint form on our website or email habitat@habitat.ca and your complaint will be forwarded to the appropriate staff person.
  2. In order for us to be able to respond to your complaint, you must let us know you wish to make a complaint, provide your name and contact information (including valid email and phone number), the date the issue occurred and a description of the issue.
  3. The initial acknowledgement to your complaint will occur within 2 business days and a resolution within 10 business days.
  4. If the complaint is transferred, the recipient must acknowledge to the transferor that the individual has received it and will act on it.
  5. The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by themselves or another employee.
  6. For any complaint involving money or that cannot be resolved immediately (on the same day it is received) the Habitat Canada staff person assigned to your complaint will document your concern along with the final resolution or decision. All donor complaints will be documented in the donor’s record.
  7. A final decision concerning your complaint will be shared with you at the end of an investigation into your complaint.
  8. If your complaint is not resolved, or if you are uncomfortable discussing the issue with the relevant staff person, the complaint should be escalated to Habitat Canada’s Executive Leadership Team.
  9. If the complaint is related to the President & CEO, you may direct the complaint to the Habitat Canada Board Chair, who will work with you to resolve the complaint. Every effort should be made to resolve escalated complaints within an additional 10 business days.
  10. It is the responsibility of the President & CEO to provide the Board with an annual summary on the number and type of complaints received.
  11. Habitat Canada reserves the right to choose not to respond to complaints judged as unfounded.