Big Brothers Big Sisters of Saint John strives to meet its obligations to families, volunteers, and the public in a fair and consistent manner. However, we understand that situations may arise where individuals feel they have been treated unfairly or have concerns about our activities, programs, services, or conduct.

Guiding Principles

·        Complaints are dealt with promptly and fairly.

·        Reviews are impartial and respectful.

·        Clear reasons will be given for decisions.

·        Complainants are advised of options to escalate if unsatisfied.

·        Confidentiality will be maintained as appropriate.

·        Complaints will inform service and policy improvements.

Submitting a Complaint

You may submit a complaint using the Complaint Report Form – Website found here and deliver it:

·        In person or by phone to any BBBS staff or board member

·        By email to saintjohn@bigbrothersbigsisters.ca

·        By mail to:
Big Brothers Big Sisters of Saint John
39 King St, 3rd Level, Brunswick Square
Saint John, NB, E2L 4W3

Complaints may be anonymous, although this may limit our ability to investigate.

If you choose not to use the above form, please include:

·        Your name and contact info (unless anonymous)

·        Date/location of incident

·        Description of concern

·        Names of individuals involved

·        Steps taken to resolve

·        Desired outcome

Complaint Handling Process

Stage Action Timeline
Complaint received Acknowledge receipt Within 2 business days
Attempt resolution Front-line staff Within 10 business days
Written escalation Complainant to Executive Director Within 10 business days of issue
Written response Executive Director/Board Chair Within 5 business days of written complaint
Final appeal Complainant to Board Chair Within 10 business days of response
Final decision Board of Directors Within 10 business days
Reputational risk ED notifies Board Chair Within 1–3 business days

Escalation

·        Unresolved complaints will be escalated to the Executive Director.

·        If unresolved or the ED is involved, the matter is escalated to the Board Chair.

·        The final decision lies with the Board of Directors.

Documentation and Reporting

·        A file is maintained for complaints not resolved the same day.

·        Complaints are logged in a centralized tracking sheet.

·        Case notes will be recorded in CRM when complaints are caseload related.

·        Agreements are documented and signed by all parties.

Annual Board Reporting:

·        The Executive Director will provide the Board with an annual summary including the number, type, and nature of complaints received.

Reputational Risk:

·        Complaints posing reputational risk are reported to the Board Chair within 1 business day, and no later than 3 days of receipt.

Contact Information

Big Brothers Big Sisters of Saint John
39 King St, 3rd Level, Brunswick Square, Saint John, NB, E2L 4W3
Email: saintjohn@bigbrothersbigsisters.ca

Thank you for helping us ensure our programs continue to serve children and families with excellence and care.