This Policy is intended to address complaints received from persons who are not affiliated with the Distress Centre of Ottawa and Region (DCOR) (that is, a person who is not a Volunteer, Staff, Management and/or a Director). The necessary procedures for addressing complaints will be determined, documented and reviewed at appropriate intervals by Staff and the Executive Director.

DCOR values feedback and will receive and address complaints in a fair and professional manner. Complaints may be submitted in one of three ways:

i. You can mail your complaints to:
Distress Centre of Ottawa and Region
P.O. Box 3457, Station C
Ottawa, Ontario K1Y 4J6
Please note that it may take up to four weeks to receive a mailed, written response.

ii. You can call and leave a message on our office voice mail at 613-238-1089 (ext. 231). If requested, you will receive a response within one week.

iii. You can leave a written message on our office e-mail at cladouceur@dcottawa.on.ca If requested, you will receive a response within one week.

1. Upon receipt, complaints will be referred either to an appropriate Staff member or to the Executive Director.

2. The Staff member or the Executive Director will respond to the complaint by:

a. logging the complaint and the steps taken in response to it, in a record kept for the purpose;
b. conducting a reasonable investigation into the circumstances surrounding the complaint;
c. taking appropriate action to remedy the situation described in the complaint;
d. taking appropriate action to prevent recurrence of a similar situation; and
e. if the person making the complaint provided contact information, contacting that person to advise them that steps were taken to address the complaint, and (if appropriate in the circumstances) to inform them of the nature of the steps taken.

3. Complaints should be logged, investigated, acted upon, and responded to (if applicable) within 7 days of receipt. In circumstances which require more time to investigate and act upon, the complaint should be logged and investigation started within 7 days of receipt and a response given (if applicable), giving an approximate timeframe to investigate and act upon the complaint.

4. If the complaint is addressed by a Staff member, and if either the person making the complaint or the person who is the subject of the complaint expresses dissatisfaction with the steps taken by the Staff member, the matter shall be referred to the Executive Director.

5. The Executive Director may choose to consult one or more of DCOR’s committees at any stage of addressing a complaint.

6. The Executive Director shall review the record of all complaints received on a regular basis and take appropriate action to deal with patterns or trends which may emerge upon review.

7. The Board of Directors reviews complaints received by DCOR on an annual basis for accountability and transparency purposes.

8. Information facilitating the making of a complaint, and an outline of the complaints process, shall be made freely available to any person who may wish to make a complaint (including, but not limited to, being posted on DCOR’s website).

A copy of this policy is available upon request.

Written: May 27, 2021
Reviewed: September 24, 2021