Policies

External Complaints Policy

Purpose

The purpose of this policy is to ensure that all external complaints received by Big Brothers Big Sisters of Calgary and Area (BBBS) are handled promptly, respectfully, and fairly. This policy outlines a transparent and consistent process for receiving, documenting, investigating, and resolving complaints from individuals or groups outside the organization, in compliance with Alberta legislation and nonprofit governance standards.

Scope

This policy applies to all external stakeholders of BBBS, including:

• Volunteers
• Donors
• Community partners
• Board members
• General public
• Any individual or organization interacting with BBBS programs, services, or personnel

This policy does not apply to internal staff complaints, which are governed by the Internal Complaints & Grievances Policy.

Policy Statement

BBBS is committed to maintaining the highest standards of integrity, accountability, and service. We recognize the right of external stakeholders to express concerns or dissatisfaction and are committed to resolving complaints in a timely, transparent, and courteous manner.

BBBS will:

• Make every reasonable effort to resolve complaints promptly
• Advise complainants of their right to escalate concerns if dissatisfied with the outcome
• Provide regular updates during the review process
• Offer clear and understandable reasons for decisions
• Use complaints to improve services, policies, and procedures

Definitions

BBBS defines a complaint as any concern pertaining to the organization that is put forward by staff, Board members, volunteers, donors, or external stakeholders via telephone, mail, email, social media, or other means, that indicates dissatisfaction or a serious concern.

Examples of complaints include, but are not limited to:

• Perceived failure to fulfill a commitment
• Failure to observe policies or procedures
• Unfair or discourteous actions/statements by a staff member or volunteer
• Inappropriate behavior by a staff member, mentor, or volunteer
• Misuse of equipment or property by anyone associated with BBBS
• Concerns regarding the handling or use of cash, donations, gifts in kind, tax receipting, solicitation, fraud, or non-compliance with CRA regulations

Anyone personally affected may file a complaint, which will be reviewed in accordance with the procedures below.

Procedures

Receiving a Complaint

The staff member receiving the complaint must document:

• Complainant’s name and contact information
• Date and method of contact
• Nature and context of the complaint

Acknowledgement and Initial Response

• Written complaints will be acknowledged within 48 hours.
• The receiver will attempt to resolve the issue immediately, if appropriate.
• The receiver will listen actively, record all relevant facts, and seek to understand the complainant’s perspective.

Escalation and Investigation

• If the receiver cannot resolve the complaint, it will be transferred to the individual with the most relevant knowledge or authority.
• The new contact must acknowledge receipt within 24 hours and begin investigating.
• If unresolved, the complaint will be referred to the CEO.
• If the complaint involves the CEO, it will be referred to the Board Ombudsman under the Whistleblower Policy.

Resolution Timeline

• BBBS aims to resolve all complaints within 10 business days.
• If escalated, an additional 10 business days may be required, with a maximum resolution period of 30 calendar days from the date of receipt.
• Complainants will be kept informed of progress throughout the process.

Diversity, Equity, and Inclusion Policy

Purpose

To foster a respectful, inclusive, and equitable environment at BBBS where all individuals—regardless of background or identity—are valued, supported, and empowered to thrive.

Scope

This policy applies to all BBBS employees, volunteers, Board members, mentors, clients, families, donors, and stakeholders.

Policy Statement

BBBS is committed to being a leader in diversity, equity, and inclusion (DEI). We strive to create a workplace and service environment that reflects the richness and complexity of the communities we serve. We believe in the dignity and worth of every individual and are committed to removing barriers to participation, opportunity, and belonging.

We do not tolerate discrimination, harassment, or retaliation in any form. BBBS complies with all applicable provincial and federal legislation, including the Alberta Human Rights Act, the Canadian Human Rights Act, and related DEI standards.

Procedures

Commitment to Inclusion

• BBBS promotes an inclusive, barrier-free workplace and service environment.
• We recognize and value differences in ethnicity, age, gender identity or expression, race, national origin, family or marital status, physical or mental ability, language, political affiliation, religion, sexual orientation, socio-economic status, and other characteristics that make individuals unique.

Representation and Equity

• BBBS will take proactive steps to ensure our workforce, volunteers, and leadership reflect the diversity of the communities we serve.
• We will apply inclusive practices in recruitment, hiring, compensation, promotion, and service delivery.

Inclusive Culture

• All individuals are expected to treat one another with dignity and respect.
• BBBS fosters a culture of psychological safety, where people feel empowered to speak up, contribute, and be themselves.

Accountability and Reporting

• Discriminatory or racist behavior will not be tolerated.
• Anyone who experiences or witnesses discrimination, harassment, or exclusion is encouraged to report it to their supervisor or the CEO.
• BBBS prohibits retaliation against any individual who, in good faith, reports a concern (see Whistleblower Policy – Section 7.15).

Education and Awareness

• BBBS will provide ongoing training and resources to support inclusive practices and cultural competence.
• All staff, volunteers, and Board members are expected to engage in continuous learning and self-reflection.

Inclusive Engagement

• BBBS is committed to inclusive volunteer and client recruitment and engagement.
• We will ensure that all individuals feel welcomed, respected, and supported in their roles and relationships with BBBS.

Legal Compliance

• BBBS adheres to all relevant legislation, including:
• Alberta Human Rights Act
• Canadian Human Rights Act
• Bill 168 (where applicable)
• We align our practices with recognized DEI benchmarks and frameworks to ensure continuous improvement.