Ronald McDonald House Charities® Northern Alberta (RMHCNA) is a registered Canadian charity. In our fundraising activities, we collect personal information, including name, address, phone number, method of donation and donor amounts from contributors in order to thank them for their contributions and to issue charitable receipts, as well as for future fundraising. RMHCNA occasionally obtains lists of potential donors from other sources and makes every reasonable effort to ensure that consent to disclose donor contact information was obtained prior to RMHCNA obtaining the list. RMHCNA does not sell or distribute donor details to any party, except where required by law. RMHCNA makes every reasonable effort to ensure the accuracy of personal information collected by the organization and to safeguard the information. RMHCNA is not responsible for verifying contact information provided by individuals. Individuals have a right to remove their names from any lists that we maintain and a right of access to any personal information about themselves that we have retained at RMHCNA. To exercise these rights, call us at 780-439-5437. The contact information above applies only to RMHCNA. For information on the privacy policies of McDonald’s Restaurants of Canada limited or Ronald McDonald Houses Charities Canada, please contact those organizations directly.
Feedback Policy & Procedure
This policy and procedure applies to feedback received by RMHCNA about our activities, programs, services, staff or volunteers.
It is in the interest of all parties that feedback is dealt with promptly and resolved as quickly as possible. Review of feedback is fair, impartial and respectful to all parties. Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome. Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes. Complaints are used to assist in improving services, policies and procedures.
Feedback Receipt and Handling
A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, email). An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that he/she has received it and will act on it. The person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded.
Every effort should be made to resolve feedback received in a timely fashion. When receiving verbal feedback, staff should listen, seek to understand and may attempt to resolve it immediately. Feedback received in writing should be acknowledged within two business days and staff should attempt to resolve the matter within 10 business days. Where a complaint cannot be easily resolved, it should be escalated to the relevant Director/Manager. If the Director/Manager cannot resolve the complaint, it will be escalated to the CEO. If the complaint is about the CEO, it will be handled by the Board of Directors. Complainants should be kept informed of the status of their complaint. Every attempt should be made to resolve escalated complaints within an additional 10 business days so that all complaints are resolved within a month of having been received.
It is necessary to keep a record of any complaint that involves a dispute over money as well as any complaint that cannot be resolved immediately (on the same day it is received). Information about such complaints must be recorded on the complaints tracking worksheet. Information recorded on the worksheet includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution. A summary of the complaints received including number and type will be reported to the RMHNA Board of Directors annually.