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COMPLAINTS & FEEDBACK

NCM Canada is committed to improving the quality of our work and enhancing our accountability to those we serve. Receiving and responding to questions, complaints and feedback provides an opportunity for NCM Canada to learn and improve the way we work.

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FEEDBACK (COMMENTS) OR QUESTIONS?

Feedback includes suggestions of ways to improve, notifications of mistakes, or expressions of concern for which there is no expectation of a formal response. It may also be expressions of appreciation or encouragement. We would love to hear your feedback (comments) or questions. If you have questions, we will get back to you as quickly as possible!

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CLICK HERE to leave feedback or ask a question    

COMPLAINTS

A complaint is an allegation of wrongdoing, a grievance, or an expression of dissatisfaction with a person, action, or process. Complaints may be about actual or suspected:

• Financial wrongdoing;

• Protection concerns including harassment, mistreatment of children and vulnerable people, sexual exploitation or abuse;

• Concerns about the design, implementation or quality of international projects;

• Concerns about NCM Canada communications, fundraising practices, advocacy work or interactions with Canadian publics;

• Concerns about the functioning of working relationship with partners or other stakeholders; or

• Inappropriate or problematic workplace behaviour and practices

A complaint should ideally be lodged as soon as possible after the complainant becomes aware of the concern, in order to maximise the timeliness and effectiveness of any response and remedial action. However, NCM Canada will accept complaints at any time.

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CLICK HERE to lodge a complaint.  

SUBMITTING COMPLAINTS OR FEEDBACK BY EMAIL, MAIL OR TELEPHONE

Questions, complaints and feedback can be submitted in person or by telephone, mail or email. 

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NCM Canada is committed to responding to and addressing all questions and complaints we receive. We have established and maintain a complaints management process that ensures complaints are directed to an appropriate focal point for response and action, and a follow up process to ensure the complaint has been adequately addressed. As the first step in this process, NCM Canada will acknowledge receipt of a complaint within five business days and will at that time outline next steps in addressing the complaint.

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NCM Canada has policies and processes in place to ensure the protection of whistleblowers and the confidentiality of complainants.

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If a complaint is determined to be malicious or frivolous, NCM Canada reserves the right to take corrective or disciplinary action as appropriate to the incident and the relationship of the complainant to NCM Canada.  All complaints must be signed.