Objective

Opportunity International Canada (OIC) is committed to operating with transparency, accountability, and integrity. This policy ensures that all complaints received from donors, partners, and members of the public are handled promptly, respectfully, and fairly.

Scope

This policy applies to all complaints from external stakeholders, including donors and prospective donors, community partners, vendors and service providers, members of the public, and other external individuals or organizations engaging with OIC’s work.

This policy does not apply to Board members, internal staff, or volunteers. These individuals should refer to OIC’s internal complaints process.

Policy Review

This policy will be reviewed by the Board every five years or earlier if required.

Rationale and Relationship to Mission

To fulfill our mission with integrity, we must be accountable to all those we serve and engage with, including clients, donors, staff, and the broader public. A transparent and accessible complaints process reinforces that commitment by providing a safe and respectful avenue for concerns and helps us identify and resolve issues that may hinder the effectiveness or ethical delivery of our work.

1. Definition of a Complaint

For the purposes of this policy, a complaint is defined as an expression of dissatisfaction made to or about OIC, our products or services, our staff, volunteers, partners, contracted service providers, or anyone acting on our behalf, or about the complaint-handling process itself, where a response or resolution is explicitly or implicitly expected.

Complaints may relate to:

• Mismanagement of information

• Use of donations

• Fundraising costs or methods

• Alleged service failures

• Information that is unavailable, unclear, incomplete, or misleading

A complaint may be made by:

• Individuals receiving or affected by our services

• Partners and local organizations

• Employees, volunteers, work experience students, or contractors

• Supporters or members of the public

Opinions, comments, or expressions of interest or concern—particularly on social media—may be treated as feedback rather than a complaint when a response is not explicitly or implicitly expected.

2. Types of Complaints

2.1 Minor Complaints

Minor complaints are those that can be easily and promptly resolved without a formal process.

Examples include:

• Change of address or communication preferences not updated

• Requests for receipts or information not actioned as promised

• Individuals continuing to receive mail after opting out

Staff may offer an explanation or apology and take appropriate corrective action to resolve the issue and prevent recurrence.

2.2 Major Complaints

Major complaints include allegations of:

• Misconduct

• Breaches of the safeguarding code of conduct

• Incidents posing significant operational, safety, financial, or reputational risk

These complaints may result in:

• System or process changes

• Disciplinary action

• Reporting to relevant authorities

Complaints involving legal risk will be addressed in accordance with OIC’s Whistleblower Policy.

3. Our Commitment

We are committed to:

• Responding to complaints in a timely and transparent manner

• Treating all complainants with respect and fairness

• Using feedback to improve services and organizational practices

• Making the process accessible, including for individuals with disabilities or communication barriers

4. How to Submit a Complaint

We encourage individuals to raise concerns directly with the person or department involved whenever possible. If the issue cannot be resolved informally, a formal complaint may be submitted in writing.

Submission Methods

By Email:
Complaints@opportunityinternational.ca

Complaints submitted to this address are received by an independent third-party HR firm. The firm reviews all reports, removes identifying information, and provides OIC with a redacted summary to protect anonymity unless the complainant chooses to disclose their identity.

By Mail:
Opportunity International Canada
101–2275 Upper Middle Road East
Oakville, ON L6H 0C3

By Phone:
T: 416-444-2448
TF: 877-867-2448

Accommodation is available for individuals who need assistance due to disability or communication barriers.

4.1 What to Include in Your Complaint

• Your name and contact information

• A clear description of the issue or concern

• Date(s) of the incident(s)

• Names of individuals involved (if applicable)

• Any supporting documentation or evidence

5. Complaint Handling Process

5.1 Acknowledgement

Receipt of your complaint will be acknowledged within 2 business days.

5.2 Review and Investigation

• Minor complaints are reviewed by the appropriate member of the Leadership Team.

• Major complaints are immediately escalated to the CEO and Board Chair, and to the Board if necessary, at the earliest appropriate opportunity.

Additional information may be requested, and investigations will be conducted promptly and thoroughly.

5.3 Response

OIC aims to resolve complaints within 20 business days of the initial report. If more time is required, you will be informed of the reason and the revised timeline.

5.4 Appeal Process

If you are not satisfied with the outcome:

• Appeals may be submitted in writing to the Chief Executive Officer

• If the complaint involves the CEO, appeals may be submitted to the Chair of the Board

6. Confidentiality

All complaints are handled confidentially to the extent possible. Information is shared only with those directly involved in investigation and resolution.

7. No Retaliation

Opportunity International Canada does not tolerate retaliation against individuals who raise complaints in good faith.

8. Monitoring and Reporting

OIC maintains a log of all formal complaints and resolutions. An annual summary is shared with the Board of Directors to support oversight and continuous improvement.

9. Other Policies

Related policies—including the Whistleblower Policy and Code of Conduct and Ethics—provide further guidance.

For more information, contact:
Info@opportunityinternational.ca