Complaint Policy

Policy Statement 

The Richmond Food Bank Society (RFBS) committed to maintaining client trust in its services and using feedback to continuously improve its operations.  Stakeholders have the right to raise concerns without fear of reprisal, and RFBS is responsible for addressing these concerns in a timely, fair, respectful, and consistent manner.  RFBS will provide a coordinated and consistent process for managing complaints, guided by its mission, vision, and values.  

Scope 

Complaints can be made by clients, donors, volunteers, or other stakeholders and may concern RFBS’s services, staff, volunteers, or any aspect of its operations.  Complaints may be submitted by phone, email, or in writing. 

Procedures

• Complaint Management System: RFBS’s complaint management system will be designed to address concerns promptly and it will learn from every complaint to improve its services.
• Privacy and Confidentiality: Privacy and confidentiality are always respected during the complaint process. 
• Initial Response: The initial response to a complaint will be made as soon as possible, and no later than three days after receipt. 
• Resolution Timeline: Efforts will be made to review and respond to a complaint within ten business days. 
• Risk Assessment: Complaints will be assessed for risk levels – low, medium, or high – and handled accordingly. 
• No Reprisal: Individuals raising good faith concerns will not face any form of reprisal or retaliation. 
• Complaint Categories:
  1. High Risk
     1. Complaints that involve serious issues, such as legal or regulatory violations, financial misconduct, reputational damage, or safety concerns.
     2. These require immediate attention and will involve senior management
     3. As the Board has a fiduciary duty to oversee risk management and ensure appropriate action is taken, Board notification and involvement may also be required
  2. Medium Risk
     1. Complaints related to communication, service quality, or other operational issues 
     2. These will be reviewed by staff and discussed with management to ensure appropriate responses 
  3. Low Risk
     1.  General complaints or comments about services, food quality, or fundraising
     2. These are typically resolved by frontline staff and recorded for future reference
• Steps for Handling Complaints
  1. Receive and Acknowledge: Complaints are received by frontline volunteers/staff, who acknowledge receipt and attempt to resolve simple issues immediately. 
  2. Internal Review: Complex or formal complaints are forwarded to a complaint manager for a detailed review and investigation. 
  3. Consultation and Resolution: High-risk complaints involve consultation with senior management, and outcomes are communicated clearly to the complainant. 
  4. Record Keeping: All complaints are recorded in a complaint tracking system, and reports are regularly reviewed for trends to inform policy and process improvements. 
• Complaint Escalation
  1. If a complainant is not satisfied with the resolution provided by staff, the issue can be escalated to the Executive Director for further review.  
  2. Unresolved complaints at RFBS can also be escalated to Food Banks BC and/or Food Banks Canada. To escalate a concern or complaint, please contact the Food Banks Canada’s Customer Experience Hotline at 1-877-280-0329 or complaints@foodbankscanada.ca.

Monitoring and Review 

This policy will be reviewed periodically and updated as necessary to ensure its effectiveness and compliance with RFBS’s mission, vision, values, and the evolving needs of the community. 

References and Resources 

RFBS’s Whistleblower Policy; Food Banks Canada’s Ethical Food Banking Code