Christians Against Poverty aims to provide services of a standard that is acceptable to all our users. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.

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This page explains how our complaints procedure will take up any matters where you think the service you have received from Christians Against Poverty is unsatisfactory. If you would rather talk to someone about the complaints procedure please ask your Coach.

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This procedure is meant to provide a means to resolve a dispute between Christians Against Poverty and any complainant. As an organization, we would like to hear from you about any of the following:

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• Dissatisfaction with our service, such as inadequate work, problems with casework, unacceptable delay or failure to deliver a service, etc.

• A dispute between you and a Christians Against Poverty member of staff regarding policy, procedures or activities.

• Discourtesy or unhelpfulness on the part of Christians Against Poverty appointed representatives or staff.

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If you wish to make a complaint, there are two ways to do this:

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• By completing a complaints form and handing it to your Coach. These forms are available from all CAP offices, at all home visits and from capcanada.org/complaints.

• By registering a verbal complaint with your Debt Coach or with any other member of Christians Against Poverty staff.

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Once you have registered your complaint, we will deal with it as follows:

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Stage One

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You will be invited to discuss the complaint with the line manager of the member of Christians Against Poverty about whom the complaint is made. This will be done within five working days of the complaint being received.

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Stage Two

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Should you not be happy with the outcome of stage one, you will be asked to put your complaint in writing to the Risk Management Officer. They will investigate the complaint and respond to you in writing within ten working days of the complaint being escalated by you.

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Stage Three

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Should you not be happy with the outcome of stage two, the complaint will be referred to the Core Team. They will investigate the complaint and respond to you either in writing or at a meeting within 15 days of the complaint being escalated by you. The panel decision will be final.

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If we cannot resolve your complaint, you can register the concern with your Provincial Regulator.

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Ontario: Consumer Protection Ontario – https://www.ontario.ca/page/consumer-protection-ontario

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Saskatchewan: Consumer Protection Division, Financial and Consumer Affairs Authority of Saskatchewan – http://www.fcaa.gov.sk.ca/consumer-protection-division

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In cases of complaints that put CAP Canada at risk, determined by the Risk Management Officer and/or Core Team, the Board of Directors is to be notified within 5 working days.

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