BACKGROUND

The Rick Hansen Foundation (the "Foundation") 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 Foundation may receive external complaints about the quality of service related to the Foundation's programs and/or the conduct of the Foundation 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 Foundation such as donors, program users, and volunteers, who have complaints that the Foundation is not complying with its policies and procedures, including matters addressed in the Imagine Canada Standards.

IMPORTANT POINTS ABOUT THE POLICY

The Foundation 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 your Foundation representative or by contacting the Foundation's general inquiries telephone line at 1-800-213-2131 or emailing info@rickhansen.com. The Foundation will acknowledge the receipt of your inquiry within two (2) business days. As determined by the Foundation, another staff member, officer or Board member may be assigned to handle the inquiry.

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 CFO & VP, Operations at fgagnon@rickhansen.com.

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 Foundation shall investigate the complaint and may seek further information from any officer, director, employee, contractor, witness, volunteer or stakeholder of the Foundation, as appropriate. The actions taken by the Foundation with respect to a particular allegation will depend on the nature of the reported violation.

Investigations

Each case is unique, but the Foundation will handle any allegation reported pursuant to this Policy respectfully and with discretion. If the facts warrant it, the Foundation will take reasonable corrective action or disciplinary action. Complaints alleging conduct of a criminal nature may be reported by the Foundation to the relevant authorities.

Reporting Back

The Foundation 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 end 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 Foundation encourages complainants to put their names to their inquiries. The Foundation 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 Foundation shall inform its Board at least annually of the number, type and disposition of complaints received.