This policy is intended to ensure that complaints received from members of the public about Bethesda House services and programs are dealt with promptly and consistently.


This policy applies to all complaints received from members of the public (including community members, clients, donors, volunteers, etc.) about Bethesda House operations, including the conduct and behaviour of all employees, volunteers, and students.


Complaints are defined as an expression of dissatisfaction regarding a service/program, an action, or a decision taken by Bethesda House or the way in which Bethesda House employees or volunteers carry out their duties.

Complaints typically arise when a person believes:
  • Bethesda House has failed to do something agreed upon or expected.
  • A Bethesda House policy or procedure has not been followed.
  • An error has been made.
  • Bethesda House employees or volunteers acted wrongfully.

A complaint is distinct from an inquiry, feedback, or suggestion.

To launch a formal complaint, the complainant must submit their concerns in writing and identify themselves and the issue or person they are concerned with. Bethesda House will not respond to verbal or anonymous complaints. Accommodations will be made for individuals with disabilities.

Upon completion of the investigation, the complainant will be provided with a clear explanation of the reasons and decisions relating to the complaint. If the complainant is dissatisfied with the outcome, they may appeal the decision and have the matter escalated to the Executive Director. All decisions made through the appeal process are considered final.


a) Informal Complaint Anyone who has a concern is encouraged to talk with the Bethesda House employee who is most connected with the situation. The informal complaint must be brought forth within 10 days of the issue raised in concern to resolve it before it becomes a formal complaint. This informal process can be used to resolve many inquiries or matters of simple error that can be corrected to the satisfaction of the person with the concern. If the matter is not resolved at this stage, the person can file a formal complaint with Bethesda House.

b) Formal Complaint

All formal complaints, including formal complaints by an employee, must be made within 10 days of the issue that the complaint is about or the date the employee ought reasonably to have become aware of such circumstances. A formal complaint should be made in writing by email to providing details of the complaint and contact information of the complainant. This is to ensure that all complaints are handled consistently and fairly. Bethesda House will respond to the complainant within 7 business days of receiving the written complaint to confirm that the complaint has been received. The Shelter Services Manager's response shall be in writing within 2 business days for employees and will endeavor to report the complaint outcome within 60 days of receipt of the complaint for members of the public.

If the complaint concerns the Shelter Services Manager, the complaint will be directed to the Executive Director, who will undertake or delegate the responsibilities outlined in this complaints procedure.



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Bethesda House welcomes and encourages applications from, and provides equal student opportunities to, male and female students, Aboriginal peoples, persons with disabilities, and members of visible minorities. Accommodation will be provided for students with disabilities upon request and if at all possible. Bethesda House is an LGBTQ positive space.