Purpose
Big Brothers Big Sisters of Pictou County (BBBSPC) welcomes concerns and complaints as an opportunity to respond, improve our services and maintain public trust. This policy explains how an external person may make a complaint and how BBBSPC will respond.

Scope
This policy applies to complaints from participants, families, volunteers, donors, partners, visitors and members of the public about BBBSPC programs, services, employees, volunteers, contractors or organizational practices, including Anchor Youth Space. Employee workplace concerns are addressed through the applicable human resources policy.

Complaints or disputes concerning the BIG Bucks lottery, including ticket purchases, number registration, payment verification, draws or prizes, will be addressed through the dispute process established in the approved BIG Bucks Rules of Play and applicable Nova Scotia gaming requirements. If a complaint also concerns employee conduct, privacy, safety or another matter outside the lottery dispute process, the relevant provisions of this policy will apply.

How to Submit a Complaint
A complaint may be made verbally or in writing:

  • through the contact form or contact information on the BBBSPC website;
  • by telephone at 902-752-6260; or
  • by mail or in person at the BBBSPC office.
  • Big Bucks complaints will be addressed through the Big Bucks dispute process.

The complaint should include the complainant’s name and contact information, what happened, relevant dates and people, any steps already taken, and the outcome requested. Anonymous complaints will be reviewed when enough reliable information is available, but anonymity may limit the response or investigation. Assistance and accessible submission options will be provided on request.

Immediate Safety and Other Reporting
An emergency or immediate threat to safety must be reported to 911 or the appropriate emergency service. Concerns involving child or youth safety, privacy, violence, harassment, fraud or other legal reporting duties will be referred promptly under the applicable law and BBBSPC policy. This complaints process does not delay or replace mandatory reporting.

Response Process and Timelines

  • BBBSPC will acknowledge a complaint within two business days of receipt.
  • The Executive Director or designate will assess the complaint, identify the appropriate reviewer and advise the complainant of the next steps.
  • BBBSPC will normally provide a written decision or substantive response within 20 business days. If more time is required, the complainant will receive an update, the reason for the delay and a revised completion date.
  • The response will outline the matter reviewed, the outcome and any action that can appropriately be shared, subject to privacy and confidentiality requirements.

Complaints about the Executive Director will be directed to the Board Chair. Complaints about the Board Chair will be directed to the Vice Chair or another uninvolved Board officer. BBBSPC will make reasonable efforts to ensure that the person reviewing a complaint is impartial and is not the subject of it.

Review of the Outcome
A complainant who believes the process was not followed, or relevant information was overlooked may request a review within 10 business days of receiving the response. The request must state the reason for review and will be considered by the Executive Director, Board Chair or another uninvolved designate, as appropriate. The review decision is final within BBBSPC.

Reputational Risk and Board Notification
The Executive Director must notify the Board Chair as soon as possible, and no later than 24 hours after becoming aware of a complaint that may pose significant reputational, legal, financial, safety or operational risk. The Board Chair will ensure the Board is informed within 48 hours when urgent Board awareness or direction is required. Other material reputational-risk complaints will be reported to the Board at its next meeting and no later than 10 business days after identification. Information may be limited where necessary to protect privacy, safety or an investigation.

Records Privacy and Non-Retaliation
Complaints will be documented, stored securely and shared only with those who need the information to respond, investigate, meet legal duties or provide oversight. Records will be retained under BBBSPC’s records policy. No person will be penalized for making a complaint in good faith. Knowingly false, malicious or abusive submissions may be addressed appropriately.

Board Reporting
The Executive Director will report complaints to the Board through the monthly Executive Director’s report, including the number, type and general nature of complaints received, response status, recurring themes and recommended improvements. Reports will normally be anonymized and will not include unnecessary personal information.
Policy Review
The Board will review this policy at least every four years, or sooner when standards, legislation or organizational needs change. The current approved policy will be posted on the BBBSPC website.