Habitat for Humanity Canada (Habitat 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 sets out the process for addressing concerns and complaints which stakeholders, including donors, funders, supporters, program participants and the public, may have with Habitat Canada. A complaint may be about our services, programs, fundraising, donor relations, volunteer relations or communications.
We are committed to addressing your complaints in a timely, fair and respectful manner while ensuring you are provided with updates throughout the complaint process.
Complaints about local Habitat for Humanity organizations
Complaints about a specific local Habitat for Humanity organization (local Habitat) are to be directed to the local Habitat itself.
Each local Habitat is an independent member of our organization and is overseen by its own Board of Directors. Local Habitats are solely responsible for managing their homeownership application process, homebuilding operations and local Habitat ReStores. If you have a complaint about a particular local Habitat, you may contact the local Habitat directly to discuss your issue or complaint. You can find your local Habitat details here. Please note that complaints received at Habitat Canada’s national office regarding local Habitats will be triaged back to the local Habitat for a resolution process.
If it is not addressed to your satisfaction by the local Habitat and you wish to notify Habitat Canada, you may fill out our complaint form.
Habitat Canada’s Complaint Resolution Procedures
Please note that these procedures only apply for complaints about Habitat Canada and not local Habitats.
- If you have a complaint or concern about your experience with Habitat Canada, you are encouraged to speak with the staff person that is your primary contact, or has the specific knowledge that is needed to resolve the issue. Complaints may be received by filling out our complaint form.
- 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.
- The initial acknowledgement to your complaint will occur within 2-3 business days and a resolution within 10 business days. If resolving your problem will take longer, you will be notified. Please note that due to the COVID-19 pandemic, our offices are closed. Delays to our normal response time should be expected. We apologize for the inconvenience and will reach out to you as soon as we can.
- A final decision concerning your complaint will be shared with you at the end of an investigation into your complaint.
- 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.
- 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 the relevant Vice President. If the Vice President cannot resolve the complaint, it can be escalated to the President and CEO. If the complaint is related to the President and CEO, you may direct the complaint to the 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.
- Habitat Canada reserves the right to choose not to respond to complaints judged as unfounded.