The Food Bank of York Region’s Complaints Policy

Purpose

At The Food Bank of York Region, we are committed to delivering exceptional service and maintaining strong relationships with our clients, partners, and stakeholders. This policy sets out the procedures for receiving, reviewing, recording and responding to complaints about our service so that any concerns or complaints are addressed promptly, fairly, and transparently.

Scope

This policy applies to all individuals and organizations interacting with The Food Bank of York Region, including clients, suppliers, and partners.

Our Commitment

• Accessibility: Complaints can be submitted through multiple channels.
• Fairness: All complaints will be handled impartially and without bias.
• Confidentiality: The Food Bank of York Region commits to maintaining confidentiality and protecting privacy throughout the complaints process. Only staff who are involved in the review of the complaint will have access to the personal information of the complainant.
• Timeliness: We aim to resolve complaints quickly and efficiently.
• Continuous Improvement: Feedback from complaints will help us improve our services.

How to Make a Complaint

You can submit a complaint through any of the following channels:

• Email: admin@fbyr.ca
• Phone: (437) 317-3701
• Mail: The Food Bank of York Region, 5-8201 Keele Street, Concord, ON L4K 1Z4
• Online form via FBYR website

Please include:

- Your name and contact details
- Details of the complaint (including dates, times, and any supporting evidence)
- Desired outcome or resolution

If no contact information is provided, FBYR will not be able to respond to the complainant.

Process

1. Acknowledgement: We will acknowledge the complaint within 5 business days.
2. Investigation: The complaint will be reviewed by the relevant manager or department.
3. Response: A formal response will be provided within 15 business days of acknowledgement.
4. First Escalation: If complainant is not satisfied with the response or outcome, he/she may escalate their complaint to:
Chief Executive Officer – Alex Bilotta
Email: alex@fbyr.ca
Phone: (437)317-3684
5. If unsatisfied, escalate to Food Banks Canada via:
Phone: 1-877-280-0329 (Customer Experience Hotline)
Email: complaints@foodbankscanada.ca

When contacting Food Banks Canada, include the following details:

• A clear description of your complaint
• The name of the local food bank involved.
• What resolution you seek.
• Your preferred contact method and whether you wish to remain anonymous.

Monitoring and Review

All complaints will be logged and monitored to identify trends and areas for improvement.

If the complainant does not provide their contact information (anonymous), FBYR will still review and/or address the complaint but will not be able to respond to the complainant with the resulting action.

This policy will be reviewed bi-annually by the Board of Directors to ensure effectiveness

Reviewed and Approved by the Board of Directors