Policy Statement
Alberta Ecotrust Foundation is committed to fair, transparent, and respectful handling of all external complaints. We value feedback from the public, partners, and relevant groups that present an opportunity to improve our programs, services, and operations.
We will receive, review, and respond to complaints in a timely and cost-effective manner. Our goal is to ensure that:
All complaints are treated seriously and respectfully.
Concerns are addressed promptly, fairly, and without bias.
Outcomes are communicated clearly to the person making the complaint.
Trends or recurring issues are identified and used to strengthen and improve our work and relationships.
We also commit to protecting the rights of individuals to raise concerns without fear of retaliation and to safeguard the confidentiality of all parties involved, unless disclosure is required by law.
This policy applies to formal complaints that raise legitimate concerns about Alberta Ecotrust’s programs, services, or conduct, and are not intended to address general dissatisfaction, trolling, or personal grievances. Alberta Ecotrust distinguishes between constructive complaints submitted in good faith and inappropriate or vexatious communications, which will not be considered under this policy.
Guidelines
- At Alberta Ecotrust, we believe that open and honest communication is the most effective way to resolve concerns. Our staff build strong, collaborative relationships with our stakeholders, and these relationships should be the primary avenue for addressing issues as they arise.
- Stakeholders are strongly encouraged to first address any issues or concerns directly with their primary Ecotrust contact (e.g., their Program Manager, a project lead, or the staff member they have been dealing with). In most cases, a direct conversation can resolve the matter quickly and effectively.
- This formal complaints policy is intended for situations where this informal approach is not possible, has not been successful, or where the stakeholder feels the nature of the concern requires a formal process.
- A complaint is an expression of dissatisfaction with Alberta Ecotrust’s programs, services, staff, volunteers, or representatives. Examples include, but are not limited to:
- - Perceived failure to follow through on commitments.
- - Failure to observe policies or procedures.
- - Errors or oversights by staff or volunteers.
- - Unfair, disrespectful, or inappropriate behaviour.
- Anyone personally affected by Alberta Ecotrust’s actions or inactions may submit a complaint.
- Complaints can be made verbally (in person or by phone) or in writing (email, mail, secure online form). Contact details should be provided so we can respond, though anonymous complaints will also be reviewed to the extent possible.
- Alberta Ecotrust will treat all complainants with courtesy and respect. Abusive, threatening, or discriminatory behaviour will not be tolerated and may result in the termination of communication.
- Complaints may be submitted confidentially, and anonymous reports will be accepted.
Procedure
Receiving a Complaint
Record the complaint, including the complainant’s name, contact information, and a description of the issue. If received verbally, confirm your understanding of the concern before proceeding.
Assigning Responsibility
The complaint should be directed to the CEO and President. The CEO and President can assign the person best placed to address it — usually a member of the Leadership Team with the most direct knowledge of the issue. When the complaint is transferred, the receiving staff member must confirm they have taken responsibility.
Acknowledging the Complaint
Written complaints will be acknowledged within 5 business days.
Investigating and Resolving
Thoroughly investigate the complaint and aim to resolve the complaint within 14 business days.
Communicating the Outcome
Inform the complainant of the resolution and any actions taken. Where possible, provide a summary of findings while maintaining confidentiality.
Recording and Reporting
Maintain a record of all complaints, including actions taken and final resolution. Summaries of complaints will be reviewed annually by the Board of Directors to identify trends and areas for improvement.
If a complaint involves alleged legal or regulatory violations—such as misuse of charitable resources, conflicts of interest, or other matters falling under the authority of the Canada Revenue Agency (CRA) or another regulator—Alberta Ecotrust will assess whether it must be referred to the appropriate authority. Such escalation will occur only when internal resolution is not appropriate or when required by law.