The Ottawa Mission Foundation (TOMF) believes that any stakeholder has the right to make a complaint, have that complaint addressed and receive a response to the complaint.

In the event of a mistake, wrongful action, or breach of the codes to which TOMF subscribes, the error or breach will be acknowledged and steps to remedy it will be indicated.

Making a Complaint

Individuals who wish to make a complaint are encouraged to submit their concerns in writing, through our online form, email: feedback@ottawamission.com or mail to:

Megan Feltham, Director Annual Giving
The Ottawa Mission Foundation
222 Laurier Ave E Suite 200
Ottawa ON K!N 6P2

If the complaint is against the Executive Director or a member of the Board, other than the Chair of the Board, it may be sent to the Chair of the Board.

In the case where the complaint is against the Board Chair, it may be sent to the Vice Chair.

Handling a Complaint

All complaints will be logged and then referred to the relevant person for follow up as appropriate.

TOMF will endeavour to assess and respond to complaints in writing as quickly as possible. Those making a complaint will be kept informed if the investigation is delayed (e.g., due to unavailability of relevant personnel, etc.). Every effort will be made to address and resolve the complaint in a timely fashion.

If the complaint is well founded, TOMF will endeavour to provide redress (e.g., a retraction, or recompense, etc.). Where this is not possible or appropriate, TOMF will provide a formal written apology.

If the complainant concludes that a complaint against a staff member has not been satisfactorily addressed, the issue will be referred to the management team for a response through the Executive Director. If the complainant is still not satisfied, they can request that the issue be raised with the Board.
If the complaint is against the Executive Director or a member of the Board other than the Chair of the Board, the complaint will be handled by the Chair of the Board or by a person designated by the Chair. If the complaint is against the Chair of the Board, the complaint may be handled by the Vice-Chair of the Board.

Frivolous or vexatious complaints will not be investigated.

Harassment Complaints

TOMF has an Anti-Harassment Policy that governs the handling of harassment complaints.

Complaint Form