Big Brothers Big Sisters of North Durham Region (BBBSND)

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Quality Service, Feedback and Complaints Policy

BBBSND is committed to providing quality services.  We want to make people’s experiences with us the best they can be.

  1. Providing feedback and suggestions:

We recognize that the need to improve never ends and that our clients can provide valuable feedback.  Questions, feedback, and suggestions are all welcome.  These can be made in writing (mail, fax or email) or verbally (in-person or by phone) to one of our employees.  Clients are encouraged to share their experiences with us – what we are doing right and what we need to improve.

Comments and feedback on service provision that was received in writing will be acknowledged in writing by the agency.

We also welcome feedback about how we provide services to people with disabilities.

  1. Filing a complaint:

If a person has a complaint about us, it is in the interest of all parties that we review the complaint and resolve it as quickly as possible.  Let us know what we can do to improve.

The review of complaints will be guided by the following principles:

  • Review of a complaint will be conducted in a manner that is objective and respectful to all parties;
  • Complainants will be addressed fairly and equitably;
  • Complainants will be advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.The most senior staff person in our agency is the executive director;
  • Complainants are provided clear and understandable reasons for decisions relating to complaints; and,
  • Updates are provided to complainants during review processes.

A complaint may be made verbally (by phone or in person) or in writing (by mail, fax, email).  When receiving a verbal complaint, staff will listen and seek to understand the complaint, and may attempt to resolve it immediately. Complaints received in writing will be acknowledged within two business days.  The agency will attempt to resolve the matter within ten business days.

A summary of the complaints received, including number and type, will be reported to BBBND’s board of directors annually.  The summary report will also include any written comments and feedback received and how they were addressed by the agency.  In support of our commitment to service excellence we will analyze all complaints received and use this as a tool to assist us in improving services, policies and procedures.