Introduction
At Scouts Canada, we recognize our responsibility to deal fairly, constructively, and consistently with expressions of concern or dissatisfaction from members, parents, and non-members on behalf of themselves or their children.
This procedure is not to be used:
- For complaints involving youth protection matters, which must be dealt with according to the Youth Protection Reporting Procedure
- Where individuals disagree with a Scouts Canada policy or procedure, which will be dealt with by the Scouts Canada Help Centre
- Regarding serious complaints about allegations of organizational, financial, or resource mismanagement, which must be dealt with according to the Member Disclosure Protection (Whistleblower) Policy and Procedure.
Our Procedure
1. The procedure for resolving complaints seeks to:
a. Resolve complaints as early as possible
b. Support members
c. Identify and act on opportunities for change and improvement
2. Scouts Canada expects that concerns and complaints raised by members, parents, and non-members will be dealt with openly and equitably.
3. Complaints will be handled by the most local Commissioner.
4. Complaints regarding employees will be dealt with by their immediate supervisor.
5. Local, informal resolution is always encouraged. Many complainants do not want to enter a formal complaints procedure. They simply want to have their questions answered, their concerns dealt with, or their opinion heard. Listening, admitting mistakes, and learning how to do things better can often diffuse a difficult situation.
6. The Commissioner receiving a formal complaint may appoint someone else to consider the complaint.
7. All formal complaints will be treated in strictest confidence to the extent possible. If we are not able to resolve your complaint without revealing your identity, we will discuss this with you.
8. Before taking any action, Commissioners shall discuss anonymous complaints and complaints from a previous Scouting year with the Council Relationships Manager (Section, Group, Area issues) or Executive Director-Scouting Experience (Council or National issues).
9. All parties need to be engaged in examining the complaint, including the complainant and Scouters involved. Where appropriate, youth members should also be engaged.
10. The Commissioner decides what action to take, based on the findings of the review, and explains the decision to the complainant and all Scouters involved in the situation.
11. The Commissioner is responsible for implementing the decision.
