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The Complaint Resolution Policy serves as a foundational document for organizations operating in Canada, establishing systematic approaches to handling stakeholder grievances and feedback. This document becomes essential when organizations need to demonstrate compliance with federal and provincial regulations while providing transparent and accessible complaint handling processes. The policy includes detailed procedures for complaint intake, investigation, resolution, and appeals, incorporating requirements from various Canadian jurisdictions and regulatory bodies. It addresses key aspects such as privacy protection, accessibility, and service standards, while ensuring alignment with industry-specific regulations. The Complaint Resolution Policy should be regularly reviewed and updated to reflect changes in legislation, organizational structure, and best practices in dispute resolution.

1. Purpose and Scope: Defines the objective of the policy and its application scope, including who can make complaints and what issues are covered

2. Definitions: Clear definitions of key terms used throughout the policy, including 'complaint', 'complainant', 'resolution', etc.

3. Principles: Core principles guiding complaint handling (e.g., fairness, accessibility, responsiveness, objectivity)

4. Rights and Responsibilities: Outlines rights of complainants and responsibilities of both complainants and the organization

5. How to Make a Complaint: Clear instructions on complaint submission methods and required information

6. Complaint Handling Process: Step-by-step description of how complaints are processed, investigated, and resolved

7. Timeframes: Expected timeframes for acknowledgment, investigation, and resolution of complaints

8. Privacy and Confidentiality: How personal information and complaint details will be handled and protected

9. Recording and Reporting: How complaints are documented and what reporting is done

10. Appeals Process: Process for appealing decisions if complainant is dissatisfied with initial resolution