Complaint Policy

Submit Feedback, Concerns or Complaints to info@elevatenwo.org or call the Executive Director at 807-345-1516.

 

Why This Policy Exists

At Elevate NWO, we believe that feedback, concerns, complaints, and difficult conversations are important opportunities for learning, accountability, healing, and growth. We understand that speaking up can sometimes feel uncomfortable, especially when individuals have experienced discrimination, trauma, stigma, power imbalances, or harm in other systems or organizations. We also recognize that some people may worry they will not be believed, may fear negative consequences, or may not know how to begin the process of asking for help or raising a concern.

Elevate NWO is committed to creating an environment where people feel safe, respected, heard, and supported when sharing concerns or making complaints. This policy exists to ensure that everyone who interacts with Elevate NWO has access to a complaint process that is fair, transparent, accessible, culturally safe, trauma-informed, and grounded in dignity and respect.

We view complaints not as disruptions, but as opportunities to strengthen relationships, improve services, address harm, and build trust within our community.

 

Our Commitment

Elevate NWO is committed to responding to concerns and complaints in ways that are compassionate, respectful, timely, and accountable. We are committed to listening without judgment and approaching every situation with fairness, openness, and sensitivity to the experiences and needs of the people involved.

We recognize that individuals experience organizations and systems differently based on their identities, lived experiences, culture, socioeconomic circumstances, disability, age, gender identity, sexual orientation, and experiences of trauma or discrimination. We also acknowledge the ongoing impacts of colonization, racism, poverty, stigma, violence, and systemic inequities. Because of this, we are committed to ensuring that our complaint process does not create additional barriers or cause further harm.

Elevate NWO strives to provide responses that are culturally safe, trauma-informed, accessible, and equitable. Wherever possible, we will work collaboratively with individuals to understand concerns, identify appropriate supports, and resolve issues in meaningful and respectful ways.

 

Who This Policy Applies To

This policy applies to anyone interacting with Elevate NWO in any capacity. This includes participants, program attendees, members of the public, volunteers, employees, students, contractors, Board members, community partners, and visitors to Elevate NWO spaces, services, events, or programs.

Every person interacting with Elevate NWO has the right to be treated with dignity and respect and to raise concerns about services, conduct, safety, accessibility, discrimination, communication, or organizational practices without fear of retaliation.

 

What People Can Expect From Elevate NWO

When someone brings forward a concern or complaint, Elevate NWO will make every effort to ensure that the individual feels heard, respected, and informed throughout the process. Individuals can expect that concerns will be taken seriously and reviewed fairly and objectively.

We understand that people communicate in different ways and may require accommodations or additional support in order to participate fully in the complaint process. Elevate NWO will work with individuals to reduce barriers wherever possible. This may include offering interpretation or translation services, allowing the involvement of a support person or advocate, providing alternative communication methods or formats, offering flexibility in how information is shared, and adapting processes to support accessibility needs.

Information shared during a complaint process will be treated confidentially and will only be shared with individuals directly involved in responding to or investigating the concern, unless disclosure is required by law or necessary to prevent harm or address safety concerns.

Individuals who raise concerns or participate in complaint processes in good faith will not be penalized, excluded, threatened, intimidated, or treated unfairly as a result of speaking up.

 

Sharing Feedback or Making a Complaint

Elevate NWO encourages individuals to share feedback, raise concerns, or make complaints in whatever way feels safest and most comfortable for them. Complaints may be made in person, by phone, by email, in writing, through a support person, or through other accessible communication methods.

We understand that some people may require additional time, support, accommodations, or assistance in order to communicate their concerns. We also recognize that some individuals may choose to remain anonymous. While anonymous complaints can sometimes limit our ability to investigate fully or provide follow-up information, Elevate NWO will review all concerns received and take action where appropriate.

People are encouraged to raise concerns as soon as they feel comfortable doing so, however there is no expectation that an individual must immediately disclose or report an issue before they are ready.

 

How Complaints Are Addressed

Whenever possible, concerns will first be addressed at the point where they arise. In many situations, concerns can be resolved through respectful conversation, clarification, collaborative problem-solving, mediation, or immediate action. Elevate NWO recognizes the importance of relationship repair and restorative approaches where appropriate and safe to do so.

If a concern cannot be resolved immediately, or if the matter is more serious in nature, the complaint may be referred to supervisory staff, Directors, or the Executive Director for further review. Depending on the situation, this process may involve gathering information, speaking with individuals involved, reviewing policies or records, assessing risks or safety concerns, and determining appropriate next steps.

Throughout the process, Elevate NWO will make reasonable efforts to keep complainants informed about the status of their concern, anticipated timelines, and outcomes where appropriate.

Complaints involving allegations of discrimination, harassment, violence, retaliation, misconduct, safety concerns, or breaches of policy may require formal investigation or additional organizational response measures.

 

Resolution and Outcomes

Elevate NWO recognizes that each complaint is unique and that there is no single resolution appropriate for every situation. Outcomes will depend on the nature of the concern, the information available, the needs of those involved, and the organization’s responsibilities related to safety, accountability, and policy compliance.

Resolutions may include apologies, facilitated conversations, mediation, referrals to supports, service adjustments, policy or practice changes, staff training, additional supervision, safety planning, disciplinary action where appropriate, or other actions intended to address harm and improve organizational practices.

Where appropriate, Elevate NWO will seek to approach complaints in ways that promote understanding, accountability, learning, and relationship repair.

 

Appeals and Escalation

If an individual feels that their concern has not been adequately addressed, they may request that the matter be reviewed by the next level of leadership within the organization. Complaints that cannot be resolved through regular processes, or complaints involving the Executive Director, may be referred to the Executive Committee of the Board of Directors for review.

Elevate NWO is committed to ensuring that individuals continue to be treated respectfully and fairly throughout any escalation or appeal process.

 

Accessibility and Cultural Safety

Elevate NWO is committed to creating complaint processes that are inclusive, accessible, and culturally safe. We recognize that barriers to participation can include disability, language, literacy, transportation, technology access, trauma responses, fear of authority, previous experiences of harm, and systemic discrimination.

We are committed to anti-oppressive and equity-informed practices that recognize the diverse experiences of individuals and communities. Elevate NWO strives to ensure that people of all backgrounds, identities, abilities, and lived experiences are treated with dignity and fairness throughout the complaint process.

We are also committed to ongoing learning related to Truth and Reconciliation, Indigenous cultural safety, accessibility, anti-racism, harm reduction, gender inclusion, and trauma-informed practice.

 

Protection From Retaliation

Elevate NWO strictly prohibits retaliation against any person who raises a concern, files a complaint, participates in an investigation, supports another individual through a complaint process, or provides information in good faith.

Any concerns related to retaliation, intimidation, threats, exclusion, reduced access to services, or negative treatment connected to the complaint process will be taken seriously and addressed promptly.

 

Privacy and Records Management

Complaint records will be maintained securely and separately from regular service records wherever appropriate. Elevate NWO will manage information in accordance with applicable privacy legislation and organizational policies related to confidentiality, record retention, and information security.

Only individuals directly involved in addressing or investigating a complaint will have access to complaint-related information unless disclosure is required by law.

 

Continuous Learning and Improvement

Elevate NWO believes that feedback and complaints are valuable sources of learning and accountability. Information gathered through complaint processes may help identify opportunities to improve services, strengthen policies, address systemic barriers, enhance accessibility, and improve organizational practices.

The organization will regularly review complaint processes, response timelines, accessibility considerations, and patterns or trends in order to support continuous improvement and community trust.

This policy will be reviewed regularly to ensure it remains aligned with current legislation, accessibility standards, trauma-informed and culturally safe practices, and the evolving needs of the communities Elevate NWO serves.

Complaint Resolution Process and Timelines

Elevate NWO is committed to responding to concerns and complaints in a timely, respectful, transparent, and accessible manner. While every complaint is different and some situations may require additional time or outside consultation, we will make every reasonable effort to communicate clearly throughout the process and resolve concerns as promptly as possible.

Where possible, concerns should first be addressed at the point where they arise. Many concerns can be resolved quickly through conversation, clarification, support, mediation, or immediate action. Employees and volunteers are encouraged to listen respectfully and work collaboratively with individuals to resolve concerns informally whenever appropriate and safe to do so.

If a concern cannot be resolved immediately, or if the matter involves allegations of misconduct, discrimination, harassment, safety concerns, policy violations, retaliation, or other serious matters, the complaint may move to a more formal review process.

Once a complaint is received, Elevate NWO will acknowledge receipt of the complaint within five (5) business days whenever possible. The acknowledgement may occur in person, by phone, email, or in writing depending on the method of communication preferred by the complainant. During this stage, the organization may seek additional information or clarification to better understand the concern and determine the appropriate next steps.

Where appropriate, complaints will first be reviewed by the employee, supervisor, or Director responsible for the area in which the concern occurred. The individual reviewing the complaint may gather information from all relevant parties, review records or policies, assess safety concerns, and determine whether additional organizational response measures are required.

Elevate NWO will make reasonable efforts to provide an update or resolution within ten (10) business days of receiving the complaint. Some complaints may require additional time depending on the complexity of the issue, availability of information, involvement of external parties, safety considerations, or the need for a more formal investigation. If additional time is required, the complainant will be informed of the delay and provided with updates regarding the status of the review wherever possible.

If the complainant feels that the concern has not been adequately resolved, they may request that the complaint be reviewed by the next level of leadership within the organization. Complaints that remain unresolved may be escalated to the Executive Director for further review and response.

The Executive Director will review unresolved complaints and make reasonable efforts to provide a response within ten (10) business days of receiving the escalated complaint. This review may include additional investigation, consultation, meetings with involved individuals, or consideration of organizational policies and legal obligations.

If a complainant remains dissatisfied after review by the Executive Director, or if the complaint directly involves the Executive Director, the matter may be referred to the Executive Committee of the Board of Directors for review. The Board Chair and Vice Chair, or their designate, will review the complaint and provide a response within ten (10) business days whenever reasonably possible.

Throughout the complaint process, Elevate NWO will strive to:

• communicate respectfully and transparently;
• keep individuals informed about timelines and next steps;
• provide accommodations and accessibility supports where needed;
• maintain confidentiality to the greatest extent possible;
• minimize unnecessary delays;
• and approach concerns in a trauma-informed and culturally safe manner.

While Elevate NWO will make every effort to resolve complaints collaboratively and respectfully, the organization also recognizes that some situations may require immediate action to protect the safety and wellbeing of individuals, employees, volunteers, or the broader community.