BC Children’s Hospital Foundation is committed to providing our stakeholders, including but not limited to our donors, child health partners and the general public with a high level of service that supports OUR Purpose – To Power the Possible: Inspired by the resilience of children and families, the dedication of our hospital community, and the generosity of our supporters, we Power the Possible.

This policy is intended to ensure that complaints received from the public about BC Children’s Hospital Foundation (the Foundation) are dealt with promptly, consistently and fairly in accordance with the Foundation’s highest standards of values and accountability.

The Foundation will fairly and transparently investigate and resolve complaints received from the public regarding its staff, volunteers, published policies, or operations in a timely manner.

Definition: Complaints are defined as an expression of dissatisfaction with regard to a delivery of service, an action or a decision taken by BCCHF, or the way in which BCCHF employees or volunteers carry out their duties.

Complaints typically arise when a person believes failure or perceived failure to:

• Do something agreed upon or expected.
• Observe policy and procedures, or
• Demonstrate unfair, discourteous, distrustful actions/statements by staff or volunteers.

Additionally, a complaint may arise where there is an actual or perceived error made by a staff member(s) or volunteer(s).

A complaint may be received verbally or in writing.

• by phone: 604.449.6333
• visit: https://www.bcchf.ca/contact/
• by mail: Attention” Donor Services BC Children’s Hospital Foundation 938 West 28th Avenue, Vancouver, BC V5Z 4H4.

To provide feedback regarding your experience or treatment within BC Children’s Hospital, please visit their Patient Experience webpage for more information.

Complaints may be received by anyone in the organization and will be handled in accordance with established procedures.

Procedure for Processing Complaints

When a complaint is received, it will be handled in the following manner, and in accordance with the Foundation’s values:

1. The complaint will be directed to the appropriate Foundation team member or department.
2. The complainant will receive initial contact from the appropriate team member within three business days (even if an appropriate solution to the problem requires additional time).
3. If the issue cannot be resolved immediately, the appropriate team member or department will respond as soon as the matter has been reviewed. All concerned parties will be advised of the results of the review and solution (if any).
4. If the complainant is an existing donor and self-identifies, a note will be added to the donor’s record in the Foundation’s database , following the Foundation’s standard format.
5. If the complainant does not have a record in the Foundation’s database, or prefers to remain anonymous, a note will be added to an “Anonymous” record in the database, following the Foundation’s standard format.
6. The team member who receives the complaint is responsible for resolving the complaint or referring it to the appropriate person within the appropriate department.
7. The Director, Data & Analytics will review the database complaints report monthly and address or forward any unresolved matters to the appropriate department.
8. The Donor Services, Experience and/or Marketing and Communications departments liaise to resolve complaints and take appropriate action when recurring themes are identified.
9. The Executive will receive a report quarterly detailing the number, type and disposition of complaints received.
10. The Foundation’s Board of Directors will receive a report annually of the number, type, and disposition of complaints received. The complaints report is submitted to the Board  at its first meeting in each calendar year.

The Foundation will maintain procedures to receive and respond to complaints or inquiries about its policies and practices relating to the handling of personal information. The complaint procedures will be easily accessible and simple to use.

Individuals who make inquiries or lodge complaints will be informed by the Foundation of the existence of complaint procedures, Relevant published policies will be shared with the complainant where appropriate.

If a complaint is found to be justified, the Foundation will take appropriate measures, up to and including amendment of the Foundation’s procedures, published policies, and practices.

Where a complaint cannot be resolved, it will be escalated to the appropriate Foundation director or executive member. Complaints about the President & CEO and Board Members will be directed to the Chair, Governance & Leadership Committee.

Confidentiality: Complaints are kept confidential when received. However, for complaints that proceed in the review process, where an individual or individuals are the subject of the complaint those individuals must be advised in order to fully and fairly review the complaint.