If you want us to review a decision we made, you can email us to request a review. We will promptly acknowledge receipt of your request and will let you know within one week whether we will review the decision.
We will review a decision if:
The review can be conducted by a senior staff member not involved in the original complaint
The matter falls within the jurisdiction of the office
There is new evidence available
The administrative process that contributed to the initial complaint has been rectified
Any practical outcome can be achieved for the complainant
It is an efficient and effective use of resources
If we determine that it is not appropriate to review the decision, we will let you know and will provide reasons for this determination.
We welcome feedback that will help us to improve the service we provide. No reprisal action will result from submitting a complaint.
You can submit a complaint about an Ombuds staff member’s conduct or about how we handled a matter. This could include rudeness, delay, inaccurate information, bias, or conflict of interest, among other concerns.
If you have a complaint about a staff member, try to discuss it with them first. For more serious complaints you can contact the Ombuds directly and she will perform an internal review to determine if the complaint is founded. Submit a complaint by emailing firstname.lastname@example.org or calling 1-877-982-7466 ex. 3181 and asking for the Ombuds.
If you have a complaint about the Ombuds herself, you can email it to the Board of Directors via the Corporate Secretary at email@example.com.
We will acknowledge complaints within two business days and will strive to resolve them within 10 business days. If we are unable to meet this timeline, we will let you know.