Complaints & Feedback Process

This process is available to anyone interacting with HHFFND, including:

• participants and caregivers
• volunteers and hosts
• partners and collaborators
• members of the public

Feedback and complaints are welcomed from anyone who wishes to share their experience or raise a concern related to HHFFND’s programs, conduct, or operations.

This process may be used to share:

• feedback about programs, resources, or experiences
• concerns about communication or accessibility
• complaints related to conduct or boundaries
• issues related to volunteer or program practices
• suggestions for improvement

This process is not intended for emergencies or situations involving immediate risk. Urgent safety concerns should be addressed through appropriate emergency services or safeguarding procedures.

Feedback or complaints may be shared by contacting HHFFND at:

operations@healinghorizonsfnd.ca

When reaching out, individuals are encouraged to provide as much information as they feel comfortable sharing. Anonymous feedback may be accepted; however, providing contact information may allow for follow-up or clarification.

All feedback and complaints are reviewed with care and respect.

Depending on the nature of the concern, HHFFND may:

• acknowledge receipt of the message
• review the concern internally
• seek additional information if appropriate
• take steps to address or resolve the issue
• use feedback to inform improvements

Not all feedback will result in immediate changes, but all concerns are taken seriously and considered thoughtfully.

HHFFND handles feedback and complaints with discretion.

• Information is shared only with those who need to be involved in the review
• Personal information is protected in accordance with HHFFND’s Privacy and Data Retention policies
• Absolute confidentiality cannot be guaranteed in all circumstances, particularly where safeguarding or legal obligations apply

Privacy and dignity are respected throughout the process.

HHFFND does not tolerate retaliation against anyone who raises feedback or a complaint in good faith.

No individual will be penalized, excluded, or disadvantaged for sharing concerns honestly. Any retaliation will be treated as a serious matter and addressed through appropriate governance processes.

If a concern involves serious misconduct, safeguarding issues, or potential breaches of policy or law, it may be addressed through HHFFND’s Whistleblower Policy or other governance procedures.

Concerns are routed to the appropriate process to ensure they are handled responsibly and safely.

This Complaints & Feedback Process is reviewed periodically and updated as needed to reflect organizational growth, learning, and best practices.