We are committed to the protection of the privacy of the users of our site and of our services.
We have set out in this privacy statement certain information regarding how we collect and handle personal information. If you have any questions or concerns about this issue, please contact (416) 364-4144.
For our service users, your privacy matters.
The Assaulted Women’s Helpline cares about protecting your privacy and respects your right to be informed about our policies as they may affect you.
We believe you should receive the best possible service at all times. One of the ways we ensure this is to record our calls and chat sessions to be used for training, quality assurance, and evaluation of our counsellors. We do not share the content of your conversation beyond the AWHL team unless we need to do our Duty to Report as required by law. All conversations are deleted after the information is no longer required.
For those who are using our website, who donate, volunteer or share information with AWHL, we collect personal information in the following ways:
- E- Newsletter subscription
- Donor information
- Volunteer application form
- Therapist Questionnaire
- Lawyer Questionnaire
- Plan A Fundraiser
In each case, we collect only that information that we reasonably require and will only use the information for the purpose that it was provided to us and reasonably related purposes. For example, if you have subscribed to our e- newsletter we might also send you other general information about our services and activities or if you have submitted a volunteer application form, we might, form time to time, send you information about our activities (e.g. our e-newsletter).
If you wish to be removed from any of our mailing lists that you are on, please let us know and we will remove you.
If you have completed an e-newsletter subscription or volunteer application form, we will not disclose your personal information to any one outside of AWHL, unless you consent.
If you have completed a Therapist or Lawyer Questionnaire and are on our referral list, we will not provide your personal information to anyone outside of AWHL, except a prospective client that we would like to refer to you.
Except as outlined above, we will keep your personal information confidential and treat it in the same way we treat other confidential information. We will not sell or share your personal information to another charity or organization/agency.
If you wish to confirm the accuracy of our records, or provide any updates regarding your information, please contact (416) 364-4144.
The information above applies only to the Assaulted Women’s Helpline (AWHL) and does not apply to any of the sites that you might reach through the links provided in our site.
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.
