Concerns and complaints
We view your concerns as an opportunity to consider the Alzheimer Society of Manitoba’s activities and make changes that could improve programs, services and operations, helping to fulfil our mission.
Complaints Policy:
This policy outlines the framework for managing concerns and complaints that the Alzheimer Society of Manitoba receives. It ensures that the Society acknowledges and records all complaints, investigates them as necessary, and makes improvements or corrections when needed.
The Imagine Canada Ethical Code supports this policy and defines the requirements for effective complaint management. The policy covers all complaints related to the Society’s activities and events.
We recognize that feedback helps us develop and improve our services. Therefore, this policy ensures a consistent and constructive approach to managing feedback.
Definition:
A complaint is an expression of dissatisfaction about the service, actions, or lack of action by the Alzheimer Society of Manitoba as an organization or a staff member or volunteer acting on behalf of the Alzheimer Society of Manitoba.
Complaints may involve issues such as not fulfilling an agreed action, failing to follow policy or procedure, staff or volunteer errors, or unfair or discourteous behavior.
Procedure:
Guiding Principles for Responding to Complaints
All parties benefit when concerns and complaints are addressed promptly and resolved quickly
Review of complaints is fair, impartial and respectful to all parties.
If complainants are dissatisfied with the outcome, we advise them of their options to escalate their complaint to a more senior staff member.
Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes.
Complaints are used to assist in improving services, policies and procedures.
Communicating the Complaints Policy and Procedures
All staff and volunteers of the Alzheimer Society of Manitoba must be aware of the Complaints Policy and the Society’s commitment to responding to and resolving complaints. The procedures and processes for addressing complaints are clearly communicated to staff and volunteers.
The Alzheimer Society of Manitoba values input from clients, donors, and stakeholders. We encourage them to provide feedback and will make the complaint process and contact information available on our website. Anyone personally affected may submit a complaint, and we will review it according to this policy.
Receiving and Handling a Complaint
People may submit complaints verbally (by phone or in person) or in writing (by mail, fax, or email). The employee or volunteer who receives a complaint first identifies the right person to handle it—typically the person with the closest relationship to the complainant or the necessary knowledge to resolve the issue. The person who receives the complaint must either resolve it or transfer it to someone who can. When transferring, the recipient must confirm receipt and commit to taking action.
The initial receiver of the complaint must acknowledge it and inform the complainant that the Society will act on it. If possible, the acknowledgement should include a timeframe for action.
Resolving a Complaint
Every effort should be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint and may attempt to resolve it immediately. Staff must acknowledge written complaints within two business days and aim to resolve them within ten business days.
When a complaint cannot be easily resolved, the employee will escalate it to the department manager. Should the manager be unable to resolve the issue, it will then proceed to the CEO. Complaints concerning the CEO are handled by the Chair of the Alzheimer Society of Manitoba Board of Directors. Staff must keep complainants informed of progress, and the Society aims to resolve all escalated complaints within ten additional business days—ideally within one month of receipt.
Documenting a Complaint
The Society keeps a record of all complaints. Staff record this information in a standardized Excel spreadsheet, which includes a description of the complaint, the person who handled it, the actions taken to resolve it, the timeframe, and the final resolution.
Each year, the CEO reports a summary of all complaints—including the number and type—to the Alzheimer Society of Manitoba Board of Directors.
Scope:
This policy applies to all complaints received by the Alzheimer Society of Manitoba and involves all staff and volunteers of the Society.
For more information, please contact Erin Crawford, CEO at 204-943-6622, ecrawford@alzheimer.mb.ca
or 10-120 Donald Street, Wpg, MB, R3C 4G2.