This policy creates a transparent and fair method of receiving and responding to complaints from the public.
WWF-Canada will respond to complaints made in good faith about interactions with the public as related to the content and application of the organization’s policies and procedures or the conduct of the organization or its representatives.
This policy is for external parties of WWF-Canada (e.g., donors and volunteers). Internal concerns should be reported under WWF-Canada’s Whistleblower Policy, Fraud Bribery and Corruption Policy, or Respect in the Workplace Policy, as appropriate.
We will respond to a complaint that has been received within two business days and then make every reasonable effort to make inquiries into the complaint in a timely manner. Complaints will be addressed in a fair and consistent manner. Dissatisfaction with the outcome of a decision should not form the basis for a subsequent complaint under this policy.
PROCESS FOR RAISING A CONCERN
Many concerns can be resolved easily and quickly, often at the time they arise, by speaking with one of our representatives or by contacting our general inquiries line. If a problem or concern cannot be resolved in this way, or if a member of the public wishes to make a complaint (the “Complainant”), the complaint should be submitted in writing directly to us at [email protected]. The organization will use its best efforts to acknowledge the receipt of a complaint within two business days.
A Complainant should be able to demonstrate that they have made a report in good faith and provide evidence to substantiate the complaint where possible. When the Complainant submits its complaint, we request that the complaint contain the following information, as applicable:
- a general summary of the concern;
- when and where the issue occurred;
- the individual(s) involved;
- the names of witnesses (if any); and
- any supporting materials.
Unless the Complainant wishes to remain anonymous as set out below, we request that this written statement be signed and dated by the Complainant.
HOW THE COMPLAINT WILL BE HANDLED
Initial Inquiries – We will assign an appropriate individual to investigate the complaint who will make inquiries about the complaint and may seek further information from the Complainant, as well as any other relevant individual. If necessary, WWF-Canada may collaborate and consult with legal counsel or employ outside advisors to assist.
If the complaint is about a member of the Senior Management Team, the complaint will be referred to the President and CEO. A complaint about the President and CEO will be referred to the Chair of the Board of Directors.
The actions we take with respect to a particular complaint will depend on the nature of the reported violation. If, after making initial inquiries, we determine that no further investigation is necessary, to the extent possible and appropriate, the Complainant will be informed of this decision.
Investigations – If it is determined that an investigation is required, WWF-Canada will handle any complaint reported pursuant to this policy respectfully and with discretion. If the facts warrant it, we will take corrective action or disciplinary action appropriate considering the severity of the offense based on the findings of the investigation of the complaint. If WWFCanada deems it necessary, we may report matters to law enforcement authorities.
The investigation may include:
- Interviewing the Complainant to seek clarification or gather additional details about their concern;
- Informing the alleged respondent (if any) of the concern; and
- Interviewing any person involved or having knowledge of the concern including witnesses as required.
Reporting Back – To the extent possible and appropriate, we will report to the Complainant about the outcome of the investigation after the matter has been reviewed and a determination has been reached of the overall result of the review. Respondents and witnesses may be advised of the outcome of the investigation as deemed appropriate by WWF-Canada, acting reasonably.
Confidentiality – We will make appropriate efforts to protect the identity of a Complainant with an appropriate regard for confidentiality, with the understanding that the identity of parties involved, and other details may need to be shared with others on a need-to-know basis to investigate such concerns properly, facilitate oversight and receive advice as needed.
Anonymous Complaints – Thorough investigation often depends on an ability to gather additional information. We encourage a Complainant to put their name to their complaint as WWF-Canada may be limited in our ability to investigate and take appropriate action on anonymous statements. WWF-Canada will explore anonymous inquiries to the extent possible but will weigh the prudence of continuing an investigation against the likelihood of confirming the alleged facts or circumstances from attributable sources.
Continuous Improvement – WWF-Canada will keep a record of complaints received. The data will be reviewed to assist and inform our ongoing continuous improvement efforts.
REPORT TO SENIOR MANAGEMENT TEAM AND BOARD OF DIRECTORS
A summary of the complaints received including number and type will be reported to WWF-Canada’s Board of Directors, annually.
