This policy outlines how United Way of Greater Moncton and Southeastern New Brunswick receives, reviews, and resolves complaints in a fair, respectful, confidential, and accountable manner.
This policy and procedure apply to complaints received by United Way of Greater Moncton and Southeastern New Brunswick about our activities, programs, services, staff or volunteers.
Complaints about a specific agency that United Way of Greater Moncton and Southeastern New Brunswick funds should be directed to the agency itself.
United Way believes that every partner, including donors, funders, supporters, agencies, and the public has the right to address concerns and complaints through a defined process with confidence that such concerns or complaints will be dealt with in a timely, fair, respectful and accountable manner.
For the purposes of this policy a complaint is defined as an expression of dissatisfaction about the service, actions, or lack of action by United Way of Greater Moncton and Southeastern New Brunswick as an organization or a staff member or volunteer acting on behalf of United Way of Greater Moncton and Southeastern New Brunswick.
Examples include but are not limited to perceived failure to do something agreed upon; failure to observe policy or procedures; error made by a staff member/volunteer; or unfair or discourteous actions/statements by staff member/volunteer;
Anyone personally affected can submit their complaint and it will be reviewed in accordance with this procedure:
If you have a complaint or concern, you are encouraged to talk with the staff person or volunteer who is most connected to the concern/situation. You can also submit a complaint/concern in writing (by mail P.O. Box 768 Moncton, N.B. E1C 8M9, by calling (506) 858-8600) or if you would rather by emailing to the Board Chair, chair@moncton.unitedway.ca.
Your complaint/concern will be directed to the CEO who will review all complaints/concerns and ensure that the appropriate individual is engaged.
United Way will handle all complaints in a timely and, to the extent possible, confidential manner. We will only give information to those people necessary for the investigation and resolution of the complaint and only to the extent necessary.
There will be no repercussions to someone who brings forward a complaint in good faith. All United Way employees have a responsibility to have a working knowledge of the complaint resolution process and to cooperate with the processing of complaints.
A summary of the complaints received, including number, type and disposition of the complaints received will be reported annually to the United Way Board.
Complaints Policy
Reviewed and approved February 20th, 2025
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22 Church Street, T210
Moncton, NB
E1C 0P7
office@moncton.unitedway.ca
(506) 858-8600
Charitable Number: 11927 8455 RR0001
We acknowledge that the land on which United Way of Greater Moncton and Southeastern New Brunswick is located is the traditional unceded territory of the Wolastoqiyik and Mi’kmaq Peoples. May we learn to live with respect on this land and live in peace and friendship with its people. We are committed to protecting your privacy and maintaining the confidentiality of your personal information. United Way of Greater Moncton and Southeastern New Brunswick has in place measures to respect the confidentiality of personal information and protects personal information by safeguards that are appropriate to the sensitivity of the information. For our full policy, click here.
