Accountability

Introduction

North York Seniors Centre (NYSC) strives to operate in a professional and courteous manner. It is also focused on treating its stakeholders in an equitable, transparent and timely manner.   In keeping with these principles, NYSC has established this complaints policy to provide individuals with a clear procedure to follow when lodging a complaint about NYSC. Equally, the policy provides NYSC and its staff with a clear process for handling and resolving complaints. The information you provide will be used to investigate the complaint and may be used for contact purposes related to the investigation.

Complaint Definition

A complaint is an expression of dissatisfaction with

NYSC’s policies, procedures, employees or quality of service. Examples include, but are not limited to, the perception of:

• Failure to comply with NYSC Client Bill of Rights;
• Failure to do something agreed to do;
• Failure to observe policies or procedures;
• Unacceptable delay;
• Staff error;
• Discourteous actions/statements by staff.

How to lodge a complaint

A complaint should be directed to the department or program where there is expressed concerned. A complaint may be received verbally in person or by telephone or in writing by hand delivery, mail, fax or email.  A complaint may be received anonymously or through a third person.

The coordinator/supervisor will make every effort to provide a solution at that moment. If a solution cannot be immediately found, a clear five-step process will be activated up to and including a full investigation as necessary.

Notice of Decision and Resolution

• Written complaints receive a written notice of the decision.
• Verbal complaints receive written or verbal notice.
• If an investigation determines that the reasons for the complaint are not justified, and no further action is required, the complainant is notified.
• If an investigation determines that the complaint is justified, the complainant is notified of corrective action to be taken and any remedy proposed.

Guiding Principles

• Complaints are dealt with promptly and resolved as quickly as possible.
• Complaints are confidential and the complainant’s privacy is protected at all times.
• Complaint investigations are fair, impartial and respectful to parties involved
• Complainants are advised of their options to escalate their complaint if they are dissatisfied with treatment or outcome.
• Complainants are provided clear and understandable reasons for how decisions on the complaint were made.
• Updates are provided to complainants during investigations.
• Complaints are used to assist in improving services, policies and procedures.

Do you have feedback or a complaint? Please use the contact form below and someone will contact you within two working days:

Covenant of Conduct

Whereas the North York Seniors Centre has developed a statement of mission as:

North York Seniors Centre provides programs and services to promote the physical, emotional and social well being of adults 55+ living in our diverse community.

The members, volunteers and staff of the organization wish to affirm their commitment to achieving the organization’s mission and objectives in a spirit of cooperation, civility and mutual respect.

In this spirit, the members/clients, volunteers and staff will seek to:

• Treat all with mutual respect; member/client to member/client, member/client to staff, member/client to volunteer, staff to member/client, staff to volunteer, staff to staff, volunteer to member/client, volunteer to staff and volunteer to volunteer
• Avoid condescending tones and attitudes
• Communicate in an efficient and prompt manner
• Request clarification of issues with the applicable and appropriate party(s)
• Respect the confidentiality of relevant issues brought to their attention
• Participate in reconciliation rather than confrontation
• Fulfill all obligations once they have assumed the responsibility, in an efficient and timely manner
• Reaffirm their commitment to making decisions in a democratic manner through a fair and transparent process
• Appreciate each other’s strengths and expertise, realizing we are all working towards a common goal
• Ensure all relationships are without prejudice due to racial, gender, age and cultural diversity
• Use common sense and practice good judgment when relating to one another.

Continuous Quality Improvement

North York Seniors Centre is committed to the philosophy of continuous quality improvement.

With that in mind, this page is being constructed to report our achievements in providing high quality services and programs to our clients and members and to inform you of our Quality Improvement plans for the future.

Multi-Sector Service Accountability Agreement

Please click on the link below to view our Multi-Sector Service Accountability Agreement.

2023-2024 M-SAA – North York Seniors Centre

2019-2022 M-SAA – North York Seniors Centre

2017-2018 M-SAA – North York Seniors Centre

2014-17 M-SAA – North York Seniors Centre