Complaints Policy

Purpose:

The Arthritis Society is committed to providing our donors, clients, researchers, corporate partners, participants, employees, volunteers, and the general public with a high level of service in the act of carrying out our mission.

This policy is intended to ensure that concerns raised by any of our stakeholders are responded to promptly, transparently and fairly in accordance with The Society’s high standards. 

Policy:

Guiding Principles (Imagine Canada) 

  • It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible.
  • Review of complaints is fair, impartial and respectful to all parties.
  • Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.
  • 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.

Definitions:

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by The Society as an organization, or by a staff or volunteer acting on behalf of The Society.  

Complaints may come from the general public, donors, participants, patients, researchers, and/or volunteers.

Procedure:

Many concerns or informal complaints can be resolved easily and quickly, often at the time they arise, by speaking with your contact at The Arthritis Society or by contacting The Society’s info line.

If a problem cannot be resolved in this way or if a member of the public wishes to make a formal complaint, they may do so in writing to the Chief Development Officer (CDO) by email at concerns@arthritis.ca or by mail to:

Privileged & Strictly Confidential
The Arthritis Society
Attention: Chief Development Officer
393 University Avenue, Suite 1700
Toronto, ON M5G 1E6
Examples
FAQ
Eliane Blain-Durand

I’m Not Alone – Éliane’s Story I’m Not Alone – Éliane’s Story

I returned home feeling like I was being carried by a great tidal wave of hope. Read more