Complaints Policy

Policy Statement

This policy applies to external feedback or complaints received by North York Women’s Centre (NYWC) about our programs, services, activities, staff, facilitators, contractors, interns or volunteers.

NYWC values feedback from all its stakeholders, including suggestions and complaints. We look upon complaints as an opportunity for growth and continuous quality improvement. We have developed this policy to respond to and address any concern you may have about NYWC and its work, including complaints that may arise in your interactions with one or more members of our team.

We also welcome any positive feedback you may have about our programs, work or team. We are always happy to hear from you.


A complaint is an expression of dissatisfaction made by an individual, whether justified or not. You may make a complaint if you feel that NYWC or a staff member, facilitator, contractor, intern or volunteer acting on behalf of NYWC:

  • Failed to provide an acceptable standard of service according to NYWC core guidelines, policies, mission statement and vision;
  • Made a mistake in the way the service was provided;
  • Failed to act in a proper manner or in accordance with NYWC policies or procedures; or
  • Provided an unfair, discourteous or discriminatory service.

It is important to establish the difference between a complaint and a concern. We are committed to taking informal concerns seriously and dealing with then promptly to reduce the likelihood that they will escalate into formal complaints.

If you have any concerns about our work, please speak with a NYWC staff member or their supervisor as soon as possible so that they can quickly understand your concerns and try to put things right.

If you are not satisfied with the response to your concern and/or you want to make a formal complaint, please follow the procedure below.

Guiding Principles 

NYWC is committed to dealing with all complaints promptly and in a manner that is fair, impartial and respectful to all parties. We will:

  • Take complaints seriously and strive to ensure that complaints are dealt with promptly and resolved in a timely manner;
  • Provide to complainants clear and understandable reasons for decisions relating to complaints;
  • Provide updates to complainants during the review process, where applicable; and
  • Advise complainants of their options to escalate their complaint within NYWC if they are dissatisfied with treatment or outcome.

Complaints Procedure 

  1. If you have a complaint or concern about your experience with NYWC, you may
    1. Call us at 416-781-0479 or speak to us in person.
    2. Email us at and your complaint will be forwarded to the appropriate staff person.
    3. Deliver your complaint to us by dropping it off in person or mailing it to North York Women’s Centre, 116 Industry Street, Toronto, ON M6M 4L8.
  2. Complaints may be received by mail, email or phone. In order for us to be able to respond to your complaint, you must include:
    • your name and contact information, including a valid email address and/or phone number where we can follow up; and
    • a description of the issue from which the complaint arose, including the date, time or other pertinent information,
    • how you would like to see the complaint resolved.

You may wish to use our Complaints Form below, but you don’t have to.

  1. Your complaint will be acknowledged within two (2) business days.
  2. We will strive to investigate and resolve your complaint within ten (10) business days. If we are unable to meet this timeframe, we will provide you with a status update.
  3. A final decision concerning your complaint will be discussed with you at the end of the investigation.
  4. NYWC will log all complaints, including resolutions or outcomes.
  5. A summary of complaints received, including number and type, will be reported to the Board of Directors annually.


NYWC encourages feedback as a mechanism for improving its work. This includes:

  • Community feedback on needs, issues and gaps that fall within the scope of NYWC’s work;
  • Client feedback on service delivery, program quality and her experience with NYWC;
  • Feedback from members and donors on our charitable activities and how donations and gifts are used; and
  • Staff and volunteer feedback on client, program and workplace-related issues affecting service delivery.

NYWC solicits feedback in the following ways:

Informal Feedback

Informal feedback may be provided to NYWC, either in a group or individually. Staff receiving informal feedback must pass it on to their supervisor and, wherever appropriate, any person at which the feedback is directed. Staff are encouraged to reflect on all feedback received.

Formal Feedback in Programs

Participant feedback forms are circulated at each NYWC program. Feedback can be given verbally and/or in writing. Participants may also provide their feedback anonymously. Participant feedback is considered when making programming decisions.

Formal Feedback outside of Programs

Formal feedback can be provided via telephone, email, or mail.  Formal feedback should include what, if any, follow up is required.


Complaints Form

Thank you for completing this form. Please send it to us by:

  • Giving it to any NYWC staff member
  • Emailing it to any staff member or to
  • Mailing it to us at 116 Industry Street, Toronto, ON M6M 4L8