Complaints Policy
At CityKidz, we value feedback from our community. Whether you’re a program participant, parent, volunteer, or community member, we’re committed to ensuring that any concerns or complaints you may have are addressed fairly, efficiently, and with care.
How to Submit a Complaint
You can submit a complaint in any of the following ways:
- In person: Speak to any of our staff or volunteers during program hours.
- By phone: Call our main office at (905)544-3996
- By email: Send your concerns to info@citykidz.ca
- By mail: Send a letter to our office at 601 Burlington St. E., Hamilton, ON, L8L 4J5
We are here to listen, and all complaints are taken seriously.
What Happens Next?
Once we receive your complaint, it will go through the following process:
- Acknowledgment: We will confirm that your complaint has been received within five working days.
- Review: The complaint will be reviewed by the appropriate department.
- Resolution: We will work to resolve the issue as quickly as possible. If necessary, the matter will be escalated to senior leadership.
- Follow-up: You will be kept informed of the status of your complaint and any steps we are taking to address it. If further investigation is needed, we will aim to resolve the matter within 45 days.
Types of Complaints We Address
We encourage you to reach out if you have concerns related to:
- Program quality or safety
- Communication issues
- Staff or volunteer interactions
- Financial or administrative matters
- General feedback about our programs or services
Confidentiality Your privacy is important to us. All complaints are treated with confidentiality, and we ensure that no one faces retaliation for submitting a complaint.
Commitment to Improvement Your feedback helps us grow and improve. We review all complaints to identify any patterns and make necessary changes to our programs and operations to better serve our community.
If you have any questions or would like more information about our complaint process, please contact us at info@citykidz.ca
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