Complaint Resolution Policy

1. Purpose:

SCAN is committed to providing high-quality services and maintaining a positive relationship with its clients, partners, and stakeholders. This Complaint Resolution Policy outlines the procedures for addressing and resolving complaints effectively and efficiently.

2. Scope:

This policy applies to all complaints received by SCAN related to its services, programs, staff, volunteers, partners, or any other aspect of its operations.

3. Definitions:

Complaint: An expression of dissatisfaction or concern about SCAN’s services, programs, actions, or conduct.

Complainant: Any individual or organization submitting a complaint to SCAN.

Respondent: The individual or department responsible for addressing and resolving the complaint.

4. Principles:

  • Accessibility: SCAN ensures that the complaint resolution process is accessible to all complainants.
  • Fairness: Complaints are handled impartially, without bias or discrimination.
  • Timeliness: SCAN strives to resolve complaints promptly and efficiently.
  • Confidentiality: All information related to complaints is treated with confidentiality and privacy.

5. Complaint Handling Process:

Step 1: Submission of Complaint: Complainants should submit their complaints in writing via email or letter addressed to SCAN’s Complaints Officer. Complaints should include specific details about the nature of the complaint and any relevant supporting documentation.

Step 2: Acknowledgment: Upon receiving a complaint, SCAN will acknowledge receipt within [insert timeframe, e.g., 5 business days] and assign a unique reference number for tracking purposes.

Step 3: Investigation: The Complaints Officer will conduct a thorough investigation into the complaint, including gathering relevant information and consulting with relevant parties.

Step 4: Resolution: SCAN will strive to resolve the complaint within [insert timeframe, e.g., 30 days] of acknowledgment. The resolution may include corrective actions, apologies, or other appropriate measures to address the complainant’s concerns.

Step 5: Communication: SCAN will communicate the resolution to the complainant in writing, providing a summary of the findings and any actions taken. If the resolution is unsatisfactory to the complainant, they may request further review.

Step 6: Review: If the complainant is not satisfied with the initial resolution, they may request a review by escalating the complaint to the Executive Director or Board of Directors. The Executive Director or Board will conduct a review and provide a final decision within a reasonable timeframe.

6. Recordkeeping:

SCAN will maintain records of all complaints received, including details of the complaint, actions taken, and outcomes. These records will be kept confidential and retained in accordance with SCAN’s record retention policy.

7. Training:

SCAN will provide training to staff and volunteers involved in the complaint resolution process to ensure they are knowledgeable about the policy and procedures.

8. Monitoring and Review:

SCAN will regularly monitor the effectiveness of the complaint resolution process and make improvements as necessary. This policy will be reviewed annually and updated to reflect changes in SCAN’s operations or regulatory requirements.

9. Contact Information:

Complaints should be submitted to: Complaint Officer at

10. Confidentiality and Non-Retaliation:

SCAN prohibits retaliation against individuals who submit complaints in good faith. All parties involved in the complaint resolution process are expected to maintain confidentiality and respect the privacy of those involved.

11. Policy Distribution:

This policy will be made available to all staff, volunteers, clients, partners, and stakeholders through SCAN’s website, intranet, and other appropriate channels.

12. Effective Date:

 This policy is effective as of [insert effective date] and supersedes any previous complaint resolution policies or procedures.

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