Complaints Policy

Big Brothers Big Sisters of Cornwall & District is committed to providing safe, respectful, and high-quality programs and services. We welcome feedback and take concerns and complaints seriously.

Making a Complaint

A complaint may relate to our programs or services, the conduct of an employee, volunteer or Board member, or an organizational decision or practice.

Whenever appropriate, we encourage individuals to first discuss their concern with the staff member involved. However, you may make a formal complaint at any time.

Complaints can be made verbally or in writing by contacting our office. Please provide as much information as possible about your concern so that we can respond appropriately.

What Happens Next?

Complaints regarding our programs, services, employees, or volunteers will normally be reviewed by the Executive Director.

Complaints regarding the Executive Director will be directed to the President of the Board of Directors. Complaints involving the Board President will be directed to another appropriate officer of the Board.

We will acknowledge formal complaints within three business days whenever reasonably possible and will work to review and respond to the concern in a fair and timely manner.

Complaints will be handled as confidentially as reasonably possible, and individuals who raise a concern in good faith will not experience retaliation.

Child Safety Concerns

The safety and well-being of children and youth is our highest priority. Concerns involving suspected child abuse, neglect, or an immediate safety risk will be addressed immediately in accordance with applicable legislation and our child safety policies.

Contact Us

To make a complaint or discuss a concern, please contact Big Brothers Big Sisters of Cornwall & District by phone, email, or through our office.