Hope Air is a registered Canadian charity that is committed to high standards of conduct. We recognize that from time to time there may be concerns or complaints about our services, events and/or the conduct of the charity or
its representatives, and we believe our clients and stakeholders have the right to provide a formal complaint. With this Policy, we believe that all concerns and complaints should be resolved in a timely, fair and respectful manner with transparency and confidentiality. This Policy does not apply to those expressing dissatisfaction with the nature
of or principles underlying our charity purpose.
Hope Air’s Commitment
Each and every complaint received by Hope Air will be kept confidential and the process of handling the complaint will be transparent at all stages for the complainant. The review of all complaints, informal or formal, will be fair and
impartial and all Hope Air staff members and volunteers handling the complaint are required to attempt to resolve
each complaint promptly. All Hope Air staff and volunteers are required to have a working knowledge of this Complaint Policy and fully co-operate with the processing of any complaint received by Hope Air.
Complaint Defined
Complaint: an expression of dissatisfaction about the service, actions, or lack of action by Hope Air as an
organization, a staff member or volunteer acting on behalf of Hope Air. A complaint may be made informally or a
more formal complaint may be lodged – the process of which is outlined below.
Examples of complaints include, but are not limited to:
Perceived failure to do something agreed upon
Failure to observe Hope Air’s published policies or procedures
An error (perceived or actual) made by a Hope Air staff member or volunteer
Unfair or discourteous actions/statements made by a Hope Air staff member or volunteer
Informal Complaints Process
Often a problem or client service feedback concern can be handled with a phone call to our Client Care Director
or Chief Executive Officer. Often, many situations which arise can be resolved easily and quickly and Hope Air
staff will attempt to resolve the matter within five (5) business days. We encourage this informal approach
whenever possible.
If, however, you have contacted one or more of the individuals as noted above for an informal review of your concern or complain, and feel that your grievance has not been addressed in a satisfactory manner, please follow
the steps below to make a formal complaint. How to Make a Formal Complaint
Formal complaints should be made within a reasonable time of the alleged misconduct (so that events are fresh
in mind) and be submitted in writing (by mail, fax, or email). All complainants must provide their name and contact
information so that follow-up action can be taken. Complaints provided on an Anonymous Basis are encouraged, however, it must be appreciated that follow-up and advising of the resolution of the complaint cannot be done. Hope Air does undertake to take any Anonymous Complaint equally of importance and be fully reviewed.
Hope Air will acknowledge the receipt of a written complaint within two (2) business days.
To submit a complaint in writing via mail, email or fax, please contact our Board of Directors:
