Complaints Policy

Purpose

The purpose of this External Complaints Policy (this “policy”) is to provide a clear, structured, and transparent process for individuals or organizations outside of the organization to raise concerns or express dissatisfaction about Humane Canada’s services, conduct, or practices.

Complaint Handling Process

Step 1) Speak directly with the staff member involved.

If you are unsatisfied with the result or response:

Step 2) Speak with the Manager or Director of the department. The department managers/directors are as follows:

Manager: Justice and Legislative Affairs

Manager: Programs

Manager: Events

Manager: Marketing and Communications

Manager: Annual Donor Relations and Engagement

Senior Manager: Policy and Research

If you are unsatisfied with the result or response:

Step 3) Speak with the appropriate Director or, if you have already done so, the CEO. The department directors are as follows:

Director: National Engagement

Director: National Programs

Director: Finance and Operations

If you are unsatisfied with the result or response:

Step 4) Correspond with the Chair of the Board via:

a) Email to info@humanecanada.ca

b) By mail addressed to the Board Chair at 851 Industrial Ave, Suite M100,

Ottawa, ON K1G 4L3

Complaints must include:

• Full Name

• Full Address

• Email Address, Phone Number

• Description of the Issue

• Relevant Dates, Times and People Involved

• Desired Outcome (if any)

Anonymous complaints will not be accepted

Exceptions:

• Concerns about organizational policy should begin at step 2.

• Concerns regarding possible harassment of any kind should begin at step 3.

• Concerns regarding the CEO should begin at step 4.

• Where a member society of Humane Canada has a concern with respect to the actions or inactions of the organization, a committee thereof, or any representative of Humane Canada, such concern should be addressed to the CEO.

• Former employees who wish to make a complaint must follow this procedure.

Confidentiality

All complaints will be handled in accordance with Humane Canada’s privacy policy. Personal information will only be shared with those necessary to resolve the issue. External complaints are reported annually to the Board of Directors, per Imagine Canada standards.