Complaint Policy

The YMCA of Cape Breton is a values-based charity with five core values; Honesty,
Responsibility, Inclusiveness, Caring and Respect. Our YMCA will undertake all
reasonable steps to ensure that policies and procedures are understood and
consistently and fairly applied.

This policy is intended to encourage and enable all individuals as well as groups to
raise any concerns that they may have so that we can address and correct
inappropriate conduct and actions.

Philosophy
– We believe that all suggestions and complaints should be dealt with promptly
and resolved as quickly as possible.
– We commit to review all suggestions and complaints in a fair, impartial and
respectful way for all parties.
– Complainants always have the option to bring their complaint to a more
senior staff person if they are dissatisfied with treatment or outcome or are
uncomfortable dealing with a particular staff or volunteer.
– Complainants are provided clear and understandable reasons for decisions
relating to complaints and are updated with relevant information throughout
the process.

Types of Complaints
Definition: A complaint is an expression of dissatisfaction about the service, actions,
or lack of action by the YMCA of Cape Breton, a staff member, a member,
participant or volunteer acting on its behalf. Anyone personally affected can
complain and their complaint will be reviewed.

No Retaliation
It is contrary to our values for anyone to retaliate against someone who, in good
faith, reports a complaint.

Complaint Receipt and Handling
A complaint may be received in any of the following ways:
– Verbally, in person, at any of our YMCA of Cape Breton locations
– By telephone at 902-562-9622
– In writing to: YMCA of Cape Breton, 399 Charlotte Street, Sydney, NS B1P 4E3
– By email at front.desk@cb.ymca.ca