The BCRSP is committed to providing our customers and the general public with a high level of service. The complaints policy is intended to ensure that concerns raised by any individual are responded to promptly, transparently and fairly in accordance with BCRSP’s high standards. To that end,
- BCRSP’s review of complaints will be fair, impartial and respectful to all parties.
- BCRSP will make every effort to ensure complaints are handled in a timely fashion. Complaints will be acknowledged within one business day.
- BCRSP will provide the complainant with ongoing communication and updates regarding the status of their complaint until the complaint is closed.
- BCRSP will use complaints as an input into its continuous improvement process.
This policy applies only to complaints made about BCRSP or its representatives in relation to the certification scheme. It does not apply to complaints against certificants – a separate policy (BCRSP Policy #0119) is followed for complaints against certificants.
Definitions
An expression of dissatisfaction, other than an appeal, submitted by an individual or organization relating to the activities, services, personnel, policies, procedures, or certification activities of BCRSP, where a response is expected.
Impartiality and Conflict of Interest
- Individuals involved in the review, investigation, recommendation, or decision regarding a complaint shall be free from any actual, potential, or perceived conflict of interest.
- Individuals who were involved in the circumstances giving rise to the complaint shall not participate in decisions regarding disposition of the complaint.
- Any conflicts of interest shall be documented and managed in accordance with the Conflict-of-Interest requirements.
Procedure
- Complaints may be received verbally (by phone or in person) or in writing (by mail, or email). Most problems can be resolved quickly by speaking with a BCRSP representative.
- The BCRSP representative who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem.
- The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by themself or another BCRSP representative. If a timeframe for action can be determined, that should be included in the acknowledgement.
- Every effort should be made to resolve complaints received in a timely fashion. If a complaint is not able to be resolved, or is not resolved to the satisfaction of the complainant, the complaint may be escalated to the Executive Director and must be in writing.
- If the complaint is about the Executive Director, it will be handled by the Chair of the Governing Board and must be in writing.
- Upon receipt of an escalated complaint, the complainants concerns will be acknowledged in writing and an investigation into their concerns will begin.
Complaint Acceptance
Upon receipt, BCRSP shall determine whether:
- the complaint relates to activities for which BCRSP is responsible;
- sufficient information has been provided to permit investigation;
- the complaint falls within the scope of this policy.
- Complainants whose concerns fall outside the scope of this policy shall be advised accordingly.
Confidentiality
- Information obtained during complaint investigations shall be treated as confidential and shared only with individuals requiring access for investigation, resolution, legal compliance, or governance oversight.
- Personal information shall be managed in accordance with applicable privacy legislation and BCRSP policies.
The Complaint Investigation:
- As part of the complaint investigation, the BCRSP Executive Director or Governing Board Chair may:
- Contact the complainant to clarify information they have already provided
- Contact the complainant to request additional information in writing
- Share the complaint and supporting documentation with the individual(s) against which the allegations have been directed
- Request additional information from other parties involved
- Provide the complainant with updates throughout the complaint handling process
- Advise the complainant of any action we will be taking.
The Executive Director may elevate the complaint to the Executive Committee and/or Governing Board if the complaint is in relation to a policy or procedural issue, or in relation to a BCRSP volunteer. Once the investigation has been completed, a response letter outlining the findings of the investigation will be prepared and sent to the complainant. If the issue is not still not resolved or dealt with to the complainant’s satisfaction by the Executive Director or Governing Board Chair, the complainant may elevate their concern to the Governing Board.
There may be occasions when the BCRSP will choose not to respond to a complaint. These include:
- When a complaint is about something that the BCRSP has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a BCRSP representative.
- When a complaint is illegible.
- When a complaint has clearly been sent to us and numerous other organizations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
- Anonymous complaints may be reviewed at BCRSP's discretion. Although a response cannot be provided, BCRSP may investigate anonymous complaints where sufficient information exists to warrant further review.