At the YMCA, we hold ourselves to the highest standards of integrity. If we haven’t met your expectations, we want to hear from you so we can make it right.
YMCA BC is committed to providing excellent programs and services. We recognize that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such complaints or concerns, and that they need avenues to do so.
This policy is intended to ensure that complaints received from members of the public about YMCA services and programs are dealt with promptly, consistently, and fairly. The YMCA recognizes that when a person has a complaint about the YMCA, the way in which his/her complaint is handled is critical to the person’s ongoing relationship with the organization.
This policy and procedure applies to all complaints received from members of the public about our activities, programs, services, staff, or volunteers. This policy serves as a companion to the organization’s Whistleblower Policy. This policy does not apply to employees or volunteers, as there is a Conflict Resolution Policy available in the Human Resources Policies and Procedures to address concerns or complaints they may raise.
Complaints are defined as an expression of dissatisfaction with regard to a service/program, an action or a decision taken by the YMCA, or the way in which YMCA employees or volunteers carry out their duties. Complaints typically arise when a person believes:
A complaint is distinct from an inquiry, feedback, or a suggestion.
Once you have registered a complaint, the YMCA is committed to handling the complaint promptly, consistently, and fairly. You will be treated with respect and kept informed of the status of the complaint. The YMCA will respond to your complaint within 2 business days of receiving the complaint to confirm the complaint has been received, and indicate expectations for how long the investigation will take if it can be reasonably assessed at that point.
The YMCA aims to resolve all complaints within 10 business days of receiving them. If this timeline cannot be met, you will be informed of the reasons and given a revised timeframe. Upon completion of the investigation, you will be provided with clear reasons for the decisions relating to the complaint.
If you are not satisfied with the findings or the corrective action, you may submit a written appeal to the President/CEO or Designate within 10 business days of the receipt of the communication. The decision made at this level is considered final.
If you have a complaint about the President/CEO, or a President/CEO decision regarding membership suspension/expulsion you may submit a written appeal to the Chair of the Board of Directors.
The YMCA will make every effort to ensure confidentiality for the person reporting a complaint or concern. In some programs that receive funding from partner agencies, complaints may need to be shared with those agencies. No person who in good faith and under this policy submits a concern/complaint shall suffer harassment or retaliation.
Formal complaints and resolutions will be recorded on the Complaint Recording Form and reviewed by the Vice President for the program or service. Information recorded includes a description of the complaint, who handled it, timeframe, and a description of the resolution. A summary of formal complaints received including number and type will be reported to the YMCA’s Board of Directors at least annually.
When you join the YMCA you join more than a gym. You join a community.