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Complaints Policy

The Foundation defines a complaint as any concern pertaining to our business that is put forward by a donor or external stakeholder (via telephone, mail, email, social media, etc.) that is indicative of dissatisfaction or a serious concern. Complaints can range from operational in nature (i.e. tax receipt not received) to potentially damaging to the reputation and sustainability of the Foundation (i.e. fraud, non compliance with CRA).

Examples of complaints are:

  • multiple requests regarding removal of donor name from the database

  • tax receipt issues

  • solicitation issues (direct mail fundraising)

  • report of fraud

  • non compliance with CRA

  • privacy

Transactional requests for information or similar inquiries that do not result in escalation are excluded from the complaints tracking process. 

Policy 

If you have a complaint please contact us:
Toll Free: 1-800-387-9816 Ext. 264
E-mail Address: connect@cbcf.org

The Canadian Breast Cancer Foundation (Foundation) is committed to responding promptly to a complaint, and making every reasonable effort to investigate it as soon as possible. A complaint by a donor or prospective donor will be addressed in an ethical and courteous manner. The Foundation will post its complaints policy, processes, and associated contact information in a readily accessible location on its website. The Foundation’s National Board of Directors will be informed annually of the number, type and nature of the complaints received from donors, or prospective donors, about matters that are addressed under the Ethical Fundraising and Financial Accountability Code of Imagine Canada.


Procedures for Processing Complaints  ( Complete Policy )