All complaints/commendations will be handled on an individual basis, and resolutions determined in an object manner.

All complaints/commendations submitted to the Board of Directors in accordance to the guidelines below, must be documented appropriately, and resulting decisions must be noted in the official Meeting Minutes as appropriate. Privacy and confidentiality must also be carefully considered, particularly as it relates to the release of client information. 

All complaints/commendations submitted to the Executive Director in accordance with the guidelines below, must be documented appropriately and retained on file.

All complaints/commendations will be disseminated as follows:

• Complaints/commendations regarding the administration or governance of the Agency, by individuals within or outside the organization, must be submitted to the Board of Directors. The Board of Directors will be responsible for communication with the complainant, and resolution of the complaint. All decisions made by the Board of Directors regarding the complaint will be final.
• Complaints/commendations regarding the day-to-day operation of the organization received by individuals within or outside the organization, including personnel issues,  will be submitted to the Executive Director. The Executive Director will be responsible for communication with the person, and for resolution of the issue to the satisfaction of all parties. Should the issue not be resolved with the Executive Director, the Executive Director or complainant may submit the complaint to the Board of Directors for consideration and resolution. Commendations will be shared with the Board and notes, as appropriate, in personnel files. Decisions made by the Board of Directors on complaints will be final.
• Complaints/commendations regarding or relating to the conduct of the Executive Director will be submitted to Executive Director as well as the Board Chairperson and/or designate. These matters will be addressed through policy as outlined in the Human Resource Policy Manual. 
• Complaints made by the Executive Director regarding administration, governance, operations, or personnel, will be submitted to the Board of Directors. The Board of Directors will be responsible for resolution of the complaint and all decisions will be final.