Complaint Policy for The Celiac Pet Project Non-Profit Organization
At The Celiac Pet Project, we are committed to providing the highest quality service and support to all of our clients, volunteers, and staff. We take all complaints seriously and will work to address and resolve them in a timely and fair manner. The following complaint policy outlines our procedures for handling complaints:
- Definition of Complaint
A complaint is defined as any expression of dissatisfaction about any aspect of our service or support.
- Procedure for Complaint Resolution
If you have a complaint, please follow the following steps:
Step 1: Discuss the issue with the appropriate staff member.
If you have a complaint, we encourage you to first discuss the issue with the staff member directly involved. This person will listen to your concern and work with you to find a solution. If the staff member is unable to resolve the issue to your satisfaction, you may move to the next step.
Step 2: Submit a written complaint.
If you are not satisfied with the response from the staff member, you may submit a written complaint to management via email at team@celiacpetproject.org. Please include a detailed description of the issue, any relevant documents or evidence, and your preferred solution.
Step 3: Acknowledgement and Investigation.
Upon receipt of the written complaint, we will acknowledge receipt of the complaint within 48 hours and initiate an investigation. The investigation will include a review of any relevant documents or evidence, as well as interviews with any individuals involved in the complaint.
Step 4: Determination and Resolution.
Following the investigation, we will make a determination as to the appropriate resolution. We will communicate our decision to you as soon as it has been reached. If you are not satisfied with the decision, you may request that the matter be reviewed by the Board of Directors.
Step 5: Review by Board of Directors.
If the issue cannot be resolved at a lower level, it will be reviewed by the Board of Directors. The Board will review the complaint and make a determination as to the appropriate resolution. The Board will communicate its decision to the complainant as soon as it has been reached.
- Anonymous Complaints
Anonymous complaints will be accepted, investigated and acted upon to the best of our ability. However, we reserve the right to take appropriate steps to verify the information provided and will not be able to provide follow-up information to anonymous complainants.
- Confidentiality
We will maintain confidentiality to the extent possible while conducting an investigation, except as necessary to conduct the investigation or to comply with legal obligations. We will only share information on a need-to-know basis.
- Retaliation
We will not tolerate retaliation against any individual who makes a complaint in good faith.
- Record Keeping
We will maintain records of all complaints and their resolution. The records will be kept confidential and will be accessible only to those individuals who need to know in order to address the complaint.
We are committed to continuously improving our organization and appreciate any feedback that can help us do so.
If you have any questions or concerns about our complaint policy, please do not hesitate to contact us.
The Celiac Pet Project