Policies
At 4 Wing MFRCS, we strive to do our best in serving our community with integrity, compassion, and professionalism. While we aim to get it right the first time, we recognize that there may be times when we fall short of our goals. We value feedback, including complaints — as an opportunity to learn, improve, and strengthen the trust placed in us. If you have concerns about any aspect of our work or services, we encourage you to review and utilize our Complaint Policy, outlined below.
User Complaints Policy
1. Purpose
The 4 Wing Military Family Resource Centre are committed to providing high-quality services and maintaining positive relationships with families and community members. This policy establishes a clear and fair process for addressing complaints from service users, ensuring that concerns are resolved effectively and professionally.
2. Scope
This policy applies to all users of the 4 Wing Military Family Resource Centre, including parents, guardians, and community members. This policy does not apply to employee complaints, which are addressed under the organization's HR policies.
3. Guiding Principles
• Complaints should be addressed at the lowest appropriate level to encourage resolution through open communication.
• All complaints will be handled fairly, confidentially, and in a timely manner.
• No complainant will face retaliation for bringing forward a complaint in good faith.
4. Complaint Categories
Complaints may include, but are not limited to:
• Service Concerns: Quality of childcare, programming issues, availability of resources.
• Staff Conduct: Interactions with employees or volunteers.
• Health & Safety: Cleanliness, security, and child safety.
• Policies & Procedures: Disagreements with operational guidelines.
5. Complaint Process
Step 1: Direct Resolution
• The complainant is encouraged to first discuss their concern directly with the relevant staff member to seek a resolution.
• If the issue is not resolved, the complainant may escalate it to the supervisor or program coordinator.
Step 2: Formal Complaint Submission
If the concern remains unresolved, the complainant may submit a formal complaint in writing (via email, online form, or letter). The complaint should include:
• Name and contact information (optional for anonymous complaints).
• A detailed description of the concern, including dates and individuals involved.
• Any previous steps taken to resolve the issue.
• Desired outcome or resolution sought.
Step 3: Review and Investigation
• The supervisor or program coordinator will acknowledge receipt of the complaint within two (2) business days.
• The complaint will be reviewed and, if necessary, an investigation will be conducted.
• The complainant may be contacted for further details.
• A response, including any resolution or next steps, will be provided within ten (10) business days.
Step 4: Escalation to Executive Director
• If the complainant is unsatisfied with the response, they may escalate the complaint to the
Executive Director (Floyd Perras).
• The Executive Director will conduct a review and provide a decision within fifteen (15) business days.
Step 5: Appeal to Board of Directors
• If the issue remains unresolved, the complainant may appeal in writing to the Board of Directors.
• The Board will review the matter and issue a final decision within forty-five (45) business days.
6. Confidentiality & Protection
• Complaints will be handled confidentially, with information shared only as necessary to resolve the issue.
• Retaliation against a complainant for filing a concern in good faith is strictly prohibited.
7. Continuous Improvement
• Complaint records will be reviewed quarterly to identify trends and improve services.
• This policy will be reviewed annually to ensure its effectiveness.
Here is our contact details:
Email address: Complaints@4wingmfrcs.com
Send a Letter:
4 Wing Military Family Resource Centre Society
PO Box 5260
Cold Lake
Alberta
T9M 2C3