1. Purpose
The purpose of the Complaints Policy (“Policy”) is to ensure that concerns and complaints from stakeholders including participants, employees, volunteers, donors, funders, and the public are received, addressed, and resolved in a fair, timely, and consistent manner.
The Policy establishes clear pathways for submitting complaints, outlines expectations for review and resolution, and reinforces YMCA Canada’s commitment to transparency, accountability, and continuous improvement.
As YMCA Canada is the national office of a federation of independent, self-governing charities, complaints related to local YMCA associations should be directed to the appropriate local YMCA President and CEO.
2. Scope
This policy applies to YMCA Canada Directors, its CEO and any person designated as Acting CEO, members of management, employees, contractors, volunteers, creditors, and suppliers.
3. Policy
3.1 Standard of Conduct and Responsiveness
YMCA Canada is committed to high standards of conduct, service, and accountability. All Applicable Persons are expected to respond to complaints in a respectful, timely, and professional manner, and to contribute to a culture that values feedback and continuous improvement.
3.2 Obligation to Receive and Address Complaints
YMCA Canada is committed to ensuring that complaints and concerns raised by stakeholders are acknowledged, reviewed, and addressed in a fair and consistent manner. All Applicable Persons who receive a complaint have a responsibility to take it seriously, document relevant information, and ensure it is addressed or escalated in accordance with this Policy.
3.3 Receiving Complaints
Complaints may be submitted verbally or in writing through the following channels:
- By phone: (416) 967-9622
- By mail: YMCA Canada, 1 Richmond Street West, Suite 600, Toronto, Ontario, M5H 3W4
- By email: services@ymca.ca
YMCA Canada will acknowledge receipt of written complaints within two (2) business days. Complainants are encouraged to provide their contact information to enable appropriate follow-up. While anonymous complaints may be accepted upon request, anonymity may limit the ability to conduct a fulsome review.
YMCA Canada will provide accommodations, upon request, to support individuals in submitting a complaint, in accordance with its Accessibility Policy.
3.4 Initial Review and Documentation
All complaints will be received respectfully and reviewed in a timely manner. Staff receiving a complaint are responsible for documenting relevant details, including the nature of the concern and any contact information provided, and for determining whether the matter can be resolved at the point of receipt or requires escalation.
3.5 Confidentiality
All complaints will be handled in a confidential manner. Information related to a complaint will be shared only on a need-to-know basis to support a fair and appropriate review and resolution process.
3.6 Resolution and Timelines
YMCA Canada is committed to a fair and timely process for resolving complaints. Every effort will be made to resolve complaints within thirty (30) business days of receipt. Where additional time is required, the complainant will be informed of the revised timeline and the reasons for the delay.
Where a complaint cannot be resolved at the initial stage, it will be escalated to the appropriate member of the Executive Leadership Team. If resolution cannot be achieved at that level, the matter will be escalated to the President and CEO. Complaints involving the President and CEO will be addressed by the Chair of the Board.
Upon completion of the review, the complainant will be informed of the outcome and, where appropriate, provided with reasons for the decision.
3.7 Right to Request Review
A Complainant who is not satisfied with the outcome of a Complaint may request a review of the decision.
Requests for review must be submitted in writing within a reasonable timeframe following the communication of the outcome.
Requests for review will be considered by a more senior level of authority than the original decision-maker, up to and including the President and CEO or, where appropriate, the Chair of the Board.
The outcome of the review will be communicated to the Complainant and will be considered final.
3.8 Relationship to Other Policies
Complaints involving alleged breaches of specific YMCA Canada policies including but not limited to discrimination, harassment, violence, or health and safety will be addressed in accordance with the procedures set out in those policies.
Individuals may also refer to the Whistleblower Policy where concerns relate to serious wrongdoing or misconduct not otherwise addressed under specific policies.
3.9 Protection from Retaliation
No individual who, in good faith, submits a complaint or concern under this Policy shall be subject to retaliation. Any act of retaliation may result in disciplinary action.
4. Accountability
The Governance Committee of YMCA Canada is accountable for this policy and its periodic review.
5. Definitions
Applicable Persons: Directors, members of management, other employees, contractors, volunteers, creditors, and agents.
Board: the governing body of YMCA Canada.
CEO: the individual appointed as the President & Chief Executive Officer and as an officer of YMCA Canada.
Complaint: any expression of dissatisfaction or concern related to YMCA Canada’s programs, services, operations, conduct, or decision-making.
Complainant: an individual or organization who submits a Complaint under this Policy.
Directors: individuals elected (or appointed in limited cases) to the board of directors. They oversee management and operations, and ensure the corporation fulfills its purposes and complies with the law. Directors exercise all powers to manage the affairs of the corporation except those which are delegated or are specifically reserved for the members.
Chair of the Board: the individual appointed to hold the office of Chair for a specified term to whom specific responsibilities and delegated authorities have been assigned. Unless absent, the Chair presides at meetings of the Board.
Policy: a formal document approved by the Board outlining deliberate rules or procedures to guide decisions and achieve outcomes consistent with the values and strategy of YMCA Canada.
Respondent: an individual who is suspected of misconduct and the subject of a formal complaint under this Policy.
Retaliation: any direct or indirect detrimental action, threatened or taken, against an individual, including but not limited to intimidation, harassment, financial penalty or other threats.
YMCA Canada: a separate legal entity incorporated under the Canada Not-for-Profit Corporations act which serves as the national office for Canada’s network of YMCA member organizations.
6. Interpretation
In the event of a conflict between this Policy and the By-laws of YMCA Canada, the By-laws shall prevail.
This Policy uses gender neutral language with the non-binary, singular definition of “they” or “their” in place of gendered singular pronouns.