Contact Us
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- Email: info@volunteerconnector.org
- Phone Toll Free: +1 (888) 688-2161
- Mailing Address: PMB # 307, 104 - 1240 Kensington Rd. NW, Calgary, AB, T2N 3P7
Our team
Milton - Executive Director
Katie - Director of Fund Development & Community Action
Sheena - Head of Community Cultivation
Tracy - Finance & Operations Coordinator
Christian - Finance & Operations
Mariam - Communications & Marketing Coordinator
Sandra - Member Support & Capacity Coordinator
Complaints Process
We are committed to resolving complaints promptly, fairly, and respectfully. Complaints are opportunities to improve our programs, services, fundraising, volunteer relations, and communications. We welcome feedback from all stakeholders, including clients, volunteers, donors, partners, and members of the public.
What is a complaint?
A complaint is an expression of dissatisfaction about our programs, services, decisions, staff, volunteers, fundraising, or communications where a response or resolution is explicitly or implicitly expected.
How to submit a complaint?
Choose any one of these channels:
- Email: info@volunteerconnector.org
- Mail: Executive Director, Volunteer Centre of Calgary | PMB # 307, 104 - 1240 Kensington Rd. NW, Calgary, AB, T2N 3P7
- Phone (accessibility): If you require accommodations or prefer to speak by phone, call 1- (888) 688-2161; staff will document your complaint for you.
- Anonymous: Anonymous complaints are accepted; our ability to investigate may be limited.
Please include:
- Your name and contact information (unless anonymous),
- Date(s)
- A description of the issue, and any supporting details (files, screenshots, names of people involved).
Our process & timelines
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Acknowledgement (within 5 business days): We acknowledge receipt and confirm the staff lead assigned to your complaint.
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Review & resolution (target within 15 business days): A staff member with relevant knowledge reviews the matter, may contact you for details, and works toward a fair resolution. If more time is required (e.g., due to complex issues or multiple parties), we will provide an interim update and a revised timeline.
- Escalation (if not resolved): If you are unsatisfied with the outcome, or if the complaint involves a senior leader:
- First, escalate the matter to the Executive Director (ED) for review.
- If the complaint concerns the ED, or if the issue remains unresolved after the ED’s review, it may be escalated to the Board Chair (via chair@volunteerconnector.org). The Board Chair will review the matter, determine appropriate next steps, and communicate the final decision.
- Final decision: A final decision will be communicated to you following the review/investigation.
Fairness, confidentiality & non-retaliation
Complaints are handled impartially and with respect for all parties. Information is kept confidential and shared only as necessary to address the complaint, in accordance with our Privacy Policy and applicable laws. We prohibit retaliation against anyone who submits a complaint in good faith.
Accessibility & accommodations
We will provide reasonable accommodations (alternate formats, translation support where feasible, and phone intake) to ensure equitable access to this process.
Record-keeping & board oversight
We maintain a complaints log (date, nature, steps taken, outcome). The ED provides the Board with an annual summary (number and type of complaints and system improvements implemented).
External recourse
If your concern relates to our status as an Imagine Canada Accredited organization and you remain unsatisfied after following our process, you may contact Imagine Canada’s Standards Program regarding the compliance of accredited organizations.
Our governance
We are members of the Standards Program which is a Canada-wide set of shared standards for charities and nonprofits designed to strengthen practices in five fundamental areas: board governance; financial accountability and transparency; fundraising; staff management; and volunteer involvement. The goals of Imagine Canada’s Standards Program are to increase the transparency of charities and nonprofits, and to strengthen public confidence in individual organizations and the sector as a whole.
See Governance & Reporting for more information.
