Feedback & Complaints

Purpose

This policy establishes a clear and consistent approach for collecting, responding to, and utilizing feedback (including complaints) from stakeholders including clients, volunteers, donors, community partners, and the general public. It ensures that feedback is welcomed and used to improve our services, operations, and community impact.

Definitions

“Feedback” may include compliments, suggestions, concerns, complaints, or general comments regarding:

  • The quality and accessibility of our programs and services
  • The behavior or professionalism of staff or volunteers
  • Policies, practices, or decisions that affect stakeholders
  • Opportunities for improvement

Policy Statements

Feedback Principles

Gleaners Foodbank is committed to:

  • Encouraging open, respectful communication
  • Listening actively and without judgment
  • Acknowledging all feedback in a timely manner
  • Investigating concerns fairly and thoroughly
  • Taking appropriate action when necessary
  • Using feedback to inform decision-making and improve services

Methods of Collecting Feedback

Stakeholders can provide feedback through any of the following channels:

Responding to Feedback

  • Acknowledgment: Feedback will be acknowledged within 5 business days where contact information is provided.
  • Review and Follow-Up: Feedback will be reviewed by the relevant manager or Executive Director. A response and/or resolution will be provided within 15 business days unless otherwise communicated.
  • Confidentiality: All feedback will be handled confidentially. Personal information will only be disclosed on a need-to-know basis or with consent.

Escalation of Complaints

Complaints may be escalated to Food Banks Canada’s Customer Experience Hotline as follows:

Gleaners Foodbank posts the contact information for Food Banks Canada’s Customer Experience Hotline in publicly accessible spaces within its facilities.

Protection from Retaliation

Community stakeholders providing feedback, complaints, or concerns will not face retaliation or negative consequences. Staff and volunteers are similarly protected when handling or escalating feedback in good faith.