Complaint Procedure

JFJ Hope Centre is committed to providing services that are respectful, professional, and responsive. We recognize that concerns or complaints may arise, and we welcome the opportunity to listen, respond, and improve.

If you have a concern about our services, staff, volunteers, communications, fundraising, donor relations, or any other part of your experience with JFJ, we encourage you to let us know.

How to Share a Concern or Complaint

You may submit a complaint in one of the following ways:

  • By speaking directly with the staff member or volunteer involved, when appropriate
  • By contacting the Executive Director
  • By using the complaint contact form on this page
  • By emailing our Executive Director directly at: andrea.w@jfjhopecentre.ca

If your complaint involves the Executive Director, it may be directed to a representative of the Board of Directors at: boardchair@jfjhopecentre.ca

What Happens After You Submit a Complaint

Once we receive your complaint:

  1. We will acknowledge receipt in writing within one business day.
  2. The Executive Director, or a Board representative if appropriate, will review the concern.
  3. We will work to resolve the complaint as promptly and respectfully as possible.
  4. Our goal is to respond and work toward resolution within seven business days.
  5. If more time is needed, we will provide an update. If the matter is not resolved within 30 days, we will provide a further written update.
  6. Once the review is complete, we will provide a written response outlining the resolution or outcome.

Confidentiality

Complaints are handled with respect, care, and confidentiality. Information will only be shared with those who need to be involved in reviewing and resolving the concern.

Anonymous Complaints

Anonymous complaints may be submitted and will be reviewed as appropriate. However, because we will not have contact information, we may not be able to follow up or provide a response.

Support During the Process

Clients are welcome to seek assistance from a trusted person or third party when making a complaint.

A child or young person making a complaint may also seek support from the appropriate provincial child and youth advocacy resources during the complaint review process.

Submit a Complaint

To submit a concern or complaint, please contact us by emailing our Executive Director directly at: andrea.w@jfjhopecentre.ca