COMPLAINT POLICY

Scope: This policy is designed to address and resolve concerns, complaints, or grievances raised by clients, volunteers, staff, applicants, graduates, the general public, or any other stakeholders associated with Give Us Paws.

Reporting Channels: Anyone with a complaint or grievance should feel comfortable reporting it through one of the following channels:

Report first to:

• 1. Direct supervisor or manager

If you are not satisfied with the resolution, or have no supervisor or manager, report to:

• 2. Michele Corbin – Treasurer at [email protected]

Confidentiality: All complaints will be treated with the utmost confidentiality to the extent permitted by law. Give Us Paws is committed to protecting individuals from retaliation for raising concerns in good faith.

Timelines: Give Us Paws is committed to addressing and resolving complaints promptly. The following timelines are established:

• 1. Acknowledgment of receipt within 2 business days
• 2. Initial investigation and response within 14 business days
• 3. Full resolution, if possible, within 30 business days

Investigation Process: A designated individual will thoroughly and impartially investigate all complaints.

Communication: Updates regarding the status and resolution of the complaint will be communicated to the complainant as appropriate while respecting confidentiality.

Resolution and Remedies: Possible resolutions may include corrective actions, policy changes, or any other appropriate measures determined by the investigation.

Appeals Process: If the complainant is dissatisfied with the resolution, they may submit a written appeal within 30 days to Michele Corbin at [email protected] or Paul Buescher at [email protected].

Documentation: A record of each complaint, investigation, and resolution will be maintained for future reference and organizational learning.

Training and Awareness: Give Us Paws will provide training and orientation to staff, volunteers, and relevant stakeholders to ensure awareness and compliance with this policy.

Continuous Improvement: This policy will be regularly reviewed and updated to reflect changes in organizational structure, applicable laws, or the need for improvement. For assistance or inquiries about this policy, please contact Michele Corbin at [email protected] or Paul Buescher at [email protected].