CLIENT COMPLAINT PROCESS

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Food Banks Canada, Bon Accord & Gibbons Food Bank, and all member food banks are committed to providing excellent service. We recognize that, from time to time, there may be inquiries, concerns, or complaints, and we believe that those who want to share their experiences or feedback have the right to tell us.

Retaliation of any sort resulting from a complaint made in good faith is strictly prohibited.

If an issue arises within our food bank, we will first direct the issue to our Food Bank President. The food bank will:

• Initiate work to resolve the situation, as required.
• Provide the client with the Complaint form to the Board of Directors to document requests that cannot be resolved. 
• Follow up directly with the complainant within ten days of the initial complaint, if needed.  Note: Depending on the nature of the complaint, this could include immediate action and/or policy/procedure changes that will require more than ten days.
• Provide the client with the Food Banks Canada Customer Experience Hotline contact information if they feel the issue still has not been resolved.