COMPLAINTS POLICY

The Victoria Foundation is committed to providing the highest level of professional service to its donors, grant recipients, stakeholders and the community it serves.  The Foundation values its reputation in the community and takes great pride in our contributions to the community.

If you have a complaint regarding the actions of the Victoria Foundation and/or one of its board members, committee members, volunteers or staff, we encourage you to call our CEO to discuss your concerns.

A complaint received will be addressed within five business days, at most, by the CEO.  If the complaint involves the CEO, please contact the Board Chair.

All complaints will be brought forward to the Board Chair outlining the nature of the complaint and the steps to be taken to achieve resolution.  Any complaint involving the Board Chair will be forwarded to the Chair, Finance & Audit Committee.  If at any time a complaint cannot be resolved by the CEO and management, the Board Chair will be notified and brought into the resolution process.

On a regular basis, the CEO and Board Chair will report to the full Board of
Directors on the status, volume and severity of any complaints received. Please direct your complaint to:

Mrs. Sandra Richardson, CEO
PH: (250) 381-5532 sandra@victoriafoundation.bc.ca

Or

Current Board Chair
c/o Louise MacDonald, Director, Governance and Executive Operations
PH: (250) 381-5532 louise@victoriafoundation.bc.ca

COMPLAINTS POLICY
Board of Directors review and approval:  June 24, 2011