Year after year, market research shows United Way to be one of the top charities in Canada. We lead in terms of awareness and prominence with transparency, accountability, and trust as valuable assets. United Way is accountable to its donors and the public to ensure prudent, effective and efficient distribution, and the use of its resources in accordance with United Way Statement of Principles of Donors' Rights. Statement of Principles of Donors’ Rights
The Donor participates in the very essence of our mission and purpose, exercises rights, prerogatives, and fundamental privileges that must be recognized at all times and without reservation.
- The right to be informed of the organization's mission and purpose and to become a member of the organization if the donor so wishes;
- The right to know the identity of the organization's officers and members of the Board of Directors and to expect that they act with the greatest transparency, integrity, and discernment in implementing the organization's mission and purpose for the best interests of the community;
- The right to know how donations, directly or indirectly contributed to the organization are distributed, and to be assured that donated funds are used as intended by the donor;
- The right to be treated with consideration and respect by the organization and to receive appropriate acknowledgement and recognition;
- The right to confidentiality regarding personal information about donors and facts about their donations;
- The right to expect that all relationships between the organization's representatives and the donor will be professional in nature;
- The right to be informed of the exact nature of the relationship which exists between fundraisers and the organization;
- The right to expect that the organization will not share or sell a mailing list which includes the donor's name, without providing the donor with a meaningful opportunity to decline;
- The right to ask questions of the organization and to expect prompt, truthful, and complete answers in an easy to understand manner.
- We will efficiently raise dollars and spend them for valid current community needs.
- We depend on and value volunteer involvement.
- We believe in the autonomy of the organizations we support within the terms of the agreements that exist.
- We will treat Board Members, staff, and the organization with dignity, integrity and respect at all times.
- We welcome and respect differing opinions, but will abide by majority vote.
- We believe our accountability is to our donors and to our community.
- Our United Way Board will be widely representative of our community.
- We value the important contribution of our staff.
Complaints Policy & Procedure
· It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible;
· The review of complaints is fair, impartial and respectful to all parties;
· Complainants are provided clear and understandable reasons for decisions relating to complaints;
· Updates are provided to complainants during the review process;
· Complaints are used to assist in improving Northumberland United Way (NUW) programs, services, policies and procedures.
A complaint is an expression of dissatisfaction about the programs, services, policies or procedures of NUW as an organization or, of a staff member or volunteer acting on behalf of NUW.
Complaint Receipt and Handling:
A complaint may be received verbally (by phone or in person) or in writing (by mail, fax, e-mail or social media). Each complaint will be directed to the C.E.O. for handling unless the complainant has requested that it be given to the President of the Board.
The C.E.O. (or Board President) will acknowledge to the complainant that the complaint has been received and will be acted upon without delay. If a timeframe for action can be determined, that should be included in the acknowledgement.
The longer that a complaint goes unsatisfied, the greater is the potential for some risk to the organization. Every effort will be made to resolve complaints in a timely fashion. If the C.E.O. cannot resolve the complaint, it will be referred to the President of the Board. If the complaint is about the Board President, it will be handled by the Chair of the Governance Committee. Complainants will be kept informed of the status of their complaint.
As a matter of good risk management, NUW will keep a log of all complaints. Information to be recorded includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe and, a description of the resolution. Each new documented complaint will be reviewed with the Executive Committee at the following monthly Executive meeting, or earlier at the discretion of the C.E.O. The entire complaints log will be reviewed with the Board semi-annually.