Accountability

We welcome you as a client of, or as a visitor to, YWCA Hamilton and its programs. We are committed to serve you to the very best of our ability. If you have a concern about the service that you receive or any other aspect of your experience at YWCA Hamilton, it is important to us to hear from you. We will attempt to respond to your concerns promptly. Our policy is that concerns should be resolved as quickly and sensitively as possible at the level where the responsibility lies, unless a satisfactory resolution cannot be achieved at that level. Therefore, we ask that you follow the steps below in bringing your concern forward.  

 

The following procedure has been approved by the Management of YWCA Hamilton:

 

STEP 1          

Please express your concern directly to a staff member. They have been directed to write down your comments and to attempt to provide a satisfactory response.

STEP 2          

If you do not receive a satisfactory response you should direct your comments in writing to the Program Supervisor. This person will contact you within 7 days of receipt to discuss your concerns. If you are no longer a resident at or attending a YWCA program, you should please be sure to provide an address and phone number where you can be contacted.

 

STEP 3          

If you do not receive a satisfactory response from the Program Supervisor or if your concern is with the Program Supervisor, please direct your comments in writing to the Program Manager.

STEP 4          

In the event that your concerns still have not been resolved you may write to the Chief Executive Officer, YWCA Hamilton, 75 MacNab Street South, Hamilton, Ontario, L8P 3C1.

 

Please include the details of your concerns. Assuming that you have followed the steps noted above, the Chief Executive Officer will investigate and contact you in order to respond to your concerns.

 

 

 

(This policy will be posted publicly in all YWCA programs and properties.)