UNICEF Canada believes that donors and supporters have the right to provide feedback and raise a complaint if they believe UNICEF Canada has not conducted itself in line with its Mission and Values or they have received unsatisfactory service.

UNICEF Canada is committed to addressing complaints and feedback in a fair, confidential and timely manner.

DEFINITION

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by UNICEF Canada as an organization or by a staff member / partner agency or volunteer acting on behalf of UNICEF Canada. Examples include but are not limited to:

  • perceived failure to do something agreed upon; 
  • failure to observe policy or procedures; 
  • error made by a staff member/volunteer; or 
  • unfair or discourteous actions/statements by a staff member/volunteer;

A complaint is distinct from an inquiry, feedback, or a suggestion.

SCOPE

This policy applies to complaints by members of the public, including donors, supporters or community members, related to UNICEF Canada’s programs, donor services or conduct, including but not limited to:

  • fundraising programs and procedures;
  • staff or contracted vendors’ conduct and behaviour;
  • situations where the complainant believes that UNICEF Canada has not acted in accordance with its Mission and Values.

COMPLAINT RESOLUTION PROCEDURE

Complaint Receipt and Handling. 

If you have a complaint or concern about your experience with UNICEF Canada, please contact us by:

Telephone: 1-800-567-4483
            Email: info@unicef.ca 
            Mail: 400-90 Eglinton Ave East
                     Toronto, ON M4P 2Y3
                     Canada

Your complaint will be directed to the appropriate staff person to assist you with the process of making and resolving your complaint.

In order for us to respond to your complaint, it must include your name, contact information (including a valid email and phone number), the date the issue occurred and a description of the issue and any possible resolutions you hope to receive.

The initial acknowledgment of your complaint will occur within 2 business days.

Complaint Resolution and Appeal.  

UNICEF Canada will make a diligent effort to provide a resolution as soon as reasonably possible.  A final decision concerning your complaint will be discussed with you at the end of the investigation.

If your complaint has not been satisfactorily addressed or resolved or you feel uncomfortable speaking with a manager, your complaint will be referred to the Chief Operating Officer of UNICEF Canada.

There may be rare occasions when UNICEF Canada may not respond to a complaint.  These include when a complaint is about something that UNICEF Canada is not directly connected to; when someone unreasonably pursues a complaint that UNICEF Canada has already responded to; when a complaint is abusive, prejudiced or offensive in manner; or if the complaint has been judged by UNICEF Canada to be unfounded.  For the avoidance of doubt, UNICEF Canada has no obligation to initiate or otherwise perform an investigation in connection with your complaint.

Documenting the Complaint.  

All complaints will be documented in the supporter’s record along with resolutions or outcomes.

Reporting.  

A summary of complaints (including number, type and disposition) will be reported annually to the UNICEF Canada Board of Directors.


Revised September, 2024