Pictou County Foodbank East is committed to providing excellent service. We recognize that from time to time there may be inquiries, concerns or complaints and we believe that our stakeholders have the right to tell us about them.
A complaint may be received verbally (by phone or in person) or in writing (by using the mail, fax, email).
The volunteer who receives a complaint should escalate to the Volunteer Coordinator or Day Manager.
It is the responsibility of the person who receives the complaint to either resolve or escalate.
When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately.
Complaints received in writing should be acknowledged within 2 business days and staff should attempt to resolve the matter within 10 business days.
Where a complaint cannot be easily resolved, it should be escalated to the relevant Director.
Complainants should be kept informed of the status of their complaint.
Every attempt should be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of having been received.
For unresolved complaints, please contact the Food Banks Canada’s Customer Experience Hotline at 1.877.280.0329 or complaints@foodbankscanada.ca.