Assaulted Women’s Helpline Complaints Policy
Background
The Assaulted Women’s Helpline (AWHL) is dedicated to the highest standards of conduct across all services and programs including those of the Seniors Safety Line (SSL) and acknowledges the right of the public or community members to provide feedback when dissatisfied with a service. AWHL further believes that by encouraging this important feedback, there is an opportunity to learn and improve for the future.
Purpose
The purpose of this policy is to provide a fair and transparent complaints procedure, which is clear and easy to use for anyone wishing to make a complaint.
Policy
- To provide a fair method of receiving and responding to external complaints.
- To publicize the existence of our complaint's procedure, so that the public knows how to contact AWHL to make a complaint.
- To ensure all complaints are investigated fairly and in a timely, fair, confidential and accountable manner.
- To ensure that complaints are, whenever possible, resolved and relationships are repaired.
- To gather data and information regarding complaints, which will act as a foundation for continuous improvement.
Process for Raising a Concern
If you believe you did not receive the service you expected, you are encouraged to contact the Assaulted Women’s Helpline. A manager will respond and work to resolve to your complaint within five (5) business days.
You can contact us by:
Telephone: Call 1-416-364-4144 x228
Confidential messages may be left at this number. Complaints received by telephone will immediately be documented. For your complaint to be considered valid, you must provide your name, a contact number and the date the incident took place. A manager will contact you to address your concerns within five (5) business days.
Email: admin@awhl.org
Complaints received by email will immediately be documented. For your complaint to be considered valid, you must include your name and the date the incident took place in your email and a brief description of the complaint. Your complaint will be forwarded to a manager who will address your concerns within five (5) business days.
In writing:
P.O. Box 40569
Six Points Plaza
Etobicoke, ON M9B 6K8
Complaints received in writing will immediately be documented. For your complaint to be considered valid, you must include your name, the date the incident took place and a brief description of the complaint in your correspondence. Your complaint will be forwarded to the appropriate manager who will address your concerns within five (5) business days.
Escalation of Complaints
Should you feel that your complaint has not been satisfactorily resolved, the Executive Director of the Assaulted Women’s Helpline will be notified. At this stage, the Executive Director will investigate the case, or delegate senior personnel to do so. Your complaint will be acknowledged within five (5) business days, and AWHL will work to resolve the issue within ten (10) business days.
Confidentiality
AWHL ensures that all complaint information will be handled in a timely, sensitive and confidential manner, and the organization will follow any relevant data protection requirements.
Continuous Improvement
The Assaulted Women’s Helpline is committed to addressing concerns about its service, and the data gathered will act as a foundation for continuous improvement.
