BACKGROUND
The Youth and Philanthropy Initiative Canada (YPI) is a registered Canadian charity that is committed to high standards of conduct. We recognize that at times, there may be concerns or complaints from interested parties. We believe that the process for resolving concerns and complaints should be timely, fair and respectful.
POLICY
On occasion, the Charity may receive external complaints about the quality of service related to the Charity’s programs and/or the conduct of the Charity or its representatives.
PURPOSE
This purpose of this Policy is to create a transparent and fair method of receiving and responding to external complaints.
SCOPE AND APPLICATION
This policy applies to complaints from interested parties of the Charity such as donors, program users, and volunteers, who have complaints that the Charity is not complying with its policies and procedures, including matters addressed in the Imagine Canada Standards.
IMPORTANT POINTS ABOUT THE POLICY
The Charity will respond to a complaint and make every reasonable effort to investigate it as soon as possible. Complaints will be addressed in a fair and reasonable manner. Some complaints may require more effort to address, depending on the individual circumstances. Dissatisfaction with the outcome of a decision should not form the basis for a subsequent complaint under this policy.
PROCESS FOR RAISING A CONCERN
Initial inquiry
Many problems can be resolved easily and quickly, often at the time they arise, by speaking with someone at our organization. YPI’s general inquiries line is 1-416-489-1044 or 1-888-489-1044 or by emailing info@goypi.org. YPI will acknowledge the receipt of your inquiry within two (2) business days.
Reporting a complaint
If the problem cannot be resolved after your initial inquiry, a complaint should be submitted in writing or by email directly to the Foundation/Founder YPI Canada at julie@goypi.org.
Good Faith and Provision of Sufficient Information
Complainants are expected to act in good faith when making a complaint and provide sufficient information for allow for investigation of their complaints, including the date, time, location of the incident(s), the individual(s) involved, a description of the specific conduct or service quality issue(s).
HANDLING OF REPORT OF CONCERN
Further Information
The Charity shall investigate the complaint and may seek further information from any officer, director, employee, contractor, witness, volunteer or stakeholder of the Charity, as appropriate. The actions taken by the Charity with respect to a particular allegation will depend on the nature of the reported violation.
Investigations
Each case is unique, but the Charity will handle any allegation reported pursuant to this Policy respectfully and with discretion. If the facts warrant it, the Charity will take reasonable corrective action or disciplinary action. Complaints alleging conduct of a criminal nature may be reported by the Charity to the relevant authorities.
Reporting Back
The Charity will respond as soon as reasonably possible after the matter has been reviewed and a determination has been reached. The complainant will be advised of the result of the investigation while respecting the privacy rights of the individual(s) involved will be respected.
Anonymous Allegations
Thorough investigation often depends on an ability to gather additional information. The Charity encourages complainants to put their names to their inquiries. The Charity will explore anonymous inquiries to the extent possible but will weigh the prudence of continuing an investigation against the likelihood of confirming the alleged facts or circumstances from attributable sources.
REPORT TO THE BOARD
The Charity shall inform its Board at least annually of the number, type and disposition of complaints received.
Last updated: December 2024