The MS Society of Canada adheres to the highest standards of quality, transparency and accountability. We are committed to providing our stakeholders – such as donors, clients, event participants, and the general public - with a high level of service in the act of carrying out our mission. We value and welcome comments, suggestions and complaints from those persons with respect to their interactions with our organization. Such feedback contributes to the ongoing improvement of our services and operations.
Moreover, as a learning organization, we actively solicit feedback on our programs and services through program evaluation, and we use the constructive feedback received to enhance our offering.
A concern - or complaint - is an expression of dissatisfaction about the service, actions, or lack of action by the Society as an organization, or by a staff or volunteer acting on behalf of the Society. Complaints may come from anyone who interacts with the MS Society of Canada, be it the general public, donors, event participants, clients or else.
This policy provides an avenue for external individuals to communicate with the MS Society in the event that they wish to register a concern or complaint. This policy is intended to ensure that issues raised by any of our stakeholders are heard, recorded and resolved in a professional manner.
This policy applies to staff and volunteers at all levels and locations of the MS Society including the national office, all divisions, and all chapters and community offices.
The policy was approved by the board of directors of the MS Society of Canada on December 13, 2014.
The MS Society has a two-step process to raise concerns:
Many concerns can be resolved easily and quickly, often at the time they arise, by speaking with a contact at the MS Society. Call our toll free number 1-800- 268-7582 and you will be connected with staff in your local division office. You can also contact the Office of Stakeholder Relations and Donor Service by email at firstname.lastname@example.org.
Concerns include but are not limited to:
If a concern is not satisfactorily resolved, or if a member of the public wishes to make a formal complaint, they may do so in writing to the Vice President, Marketing and Development, by email at email@example.com or by mail to:
Privileged & Strictly Confidential
The MS Society of Canada
Office of Stakeholder Relations and Donor Service
Attention: Vice President, Marketing and Development
250 Dundas Street West, Suite 500
Toronto, Ontario, M5T 2Z5
Escalated concerns may include but are not limited to:
The written complaint should include:
After being received by email or mail, written concerns will be recorded in a log by the Office of Stakeholder Relations and Donor Service and will be directed to
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.
It is the responsibility of the person who receives the concern, as delegated by the Vice President, Marketing and Development, to either resolve it or transfer it to another person who can resolve it.
The Office of Stakeholder Relations and Donor Service shall acknowledge the receipt of the escalated concern within 3 business days of receipt that the complaint has been received and will identify the staff person who will be responding.
The person designated to respond to the concern will respond to within 10 business days of the original receipt of the complaint. If a timeframe for action can be determined, the acknowledgement shall say so. In the event that the process takes longer, the complainant will be notified. If for any reason the timeline may differ the complainant will be notified.
In the spirit of continuous improvement, the Society will work diligently to fix problems, correct mistakes and address concerns. We will always treat complainants with courtesy and respect, listen to what they have to say, keep them informed about our progress, and finally provide them with a response.
Every effort should be made to resolve concerns received in a timely fashion. Where a complaint cannot be easily resolved, it should be escalated to the next line of supervision. Once a matter is considered resolved, or has been deemed to be non-resolvable, in the opinion of the Society, the complainant shall be informed accordingly.
The complainant shall receive a written response that describes the action taken to investigate the concern, the conclusions from the investigation, and any action taken as a result of the complaint.
Under no circumstances shall any member of the MS Society discriminate or retaliate against any persons filing a concern under the provisions of this policy.
On an annual basis the Vice President, Marketing and Development must submit a Complaints Report to the board of directors of the MS Society of Canada. The report shall include at a minimum, the number of complaints in the reporting period, the type and nature of the complaints received, and status of the complaints.
The MS Society Vice President, Marketing and Development is the Executive Champion for the Resolving Stakeholder Concerns policy.
The Executive Champion is responsible for:
The Executive Champion will:
Other MS Society policies that complement and support this policy direction include:
The policy is to be reviewed at a minimum every five (5) years following its approval on December 13, 2014.
Executive Team - The most senior level of staff leadership within the MS Society comprised of the president and chief executive officer; division presidents; senior vice-president(s) and vice-president(s). One person may hold more than one position. The president and chief executive officer may alter the composition of the executive team as required from time-to-time.
Concern – A concern - or complaint - is an expression of dissatisfaction about the service, actions, or lack of action by the Society as an organization, or by a staff or volunteer acting on behalf of the Society.
Complainant – Any person submitting a written concern to the MS Society of Canada (general public, donors, participants, patients, researchers, and/or volunteers.)
Multiple Sclerosis Society of Canada - Policy Manual
Approved: December 13, 2014
Approved by: Board of Directors of the MS Society of Canada
Applies to: All volunteers and staff at all levels