WHE Stakeholders Complaints Process
At Women’s Habitat of Etobicoke, we are committed to fostering a culture grounded in respect, collaboration, and open communication. We encourage concerns to be raised in a spirit of mutual understanding, where every voice is heard and valued. Whenever possible, we encourage clients, donors, volunteers, and community stakeholders to first engage directly with the individual involved to seek resolution. Our complaints process is designed to support constructive dialogue, promote empowerment and accountability, and work toward fair and respectful outcomes for all.
Initial Resolution Process
We encourage concerns to be addressed early through open and respectful dialogue. When comfortable and safe to do so, clients are invited to speak directly with the staff member or other person(s) involved as soon as possible but within a week of the incident, to share their perspective, preferred outcome, seek a mutual understanding. If additional support is helpful, a supervisor or another staff member can join the conversation to help facilitate a respectful and balanced discussion.
The goal of this informal process is to listen, clarify concerns, and work together toward a resolution that reflects respect, accountability, and shared understanding and commitment to change. If a concern is not resolved through this approach, clients may choose to proceed with the formal complaints process by completing a written complaint form.
Formal Complaint Procedure
If the Initial Resolution Process has not been considered, not appropriate or yield the preferred outcome, the complainant can engage in the formal complaint route.
- The complainant must fill out a Complaint form which can be obtained either through our website (www.womens-habitat.ca) and/or from any staff person.
- The complainant must submit your completed form within 15 days of the incident, to any staff member in a sealed envelope or by completing the form through our website. The complaint will be investigated by a Women’s Habitat of Etobicoke Manager and or the Executive Director.
- In the course of the investigation, the appropriate Manager and or the Executive Director may request an interview with the complainant for the purposes of obtaining additional information. They may also conduct interviews, where necessary, with Women’s Habitat of Etobicoke employees, clients, named witnesses, former clients, community members or other users of Women’s Habitat services as they related to the incidents. Generally, except where a complaint involves allegations against a specific individual, the identity of the complainant will not be disclosed during the course of the interview process.
- After conducting its investigation, the Manager will communicate with the complainant.
OTHER REMEDIES
The resolution procedures outlined in this policy are not intended to replace any external claim or complaint procedure. If a community member, client or resident/former resident is not satisfied with the outcome of any resolution procedures invoked under this policy, they may pursue a remedy outside the agency.
QUESTIONS
If you have any questions regarding this policy or the procedures outlined in this policy, please feel free to contact us at habitat@womens-habitat.ca
Download and fill out the Complaint Form