How to File a Complaint

Waterfront Neighbourhood Centre (WNC) is committed to providing quality programs and service. However sometimes things go wrong and you may not be satisfied with the service that we have provided.We encourage you to discuss the matter with us and you also have the option to file a complaint. All feedback and complaints are taken seriously and dealt with as quickly as possible. Your concern will be investigated thoroughly and impartially and you will be treated in a sympathetic, courteous and professional manner. And most importantly, the incident will not have a negative affect on your future involvement with Waterfront Neighbourhood Centre.ย 

A problem may arise due to a misunderstanding and can often be quickly resolved through a telephone call or discussion with a staff member. We recommend the following:

  • Telephone or ask to meet with the staff member involved to discuss the issue. If you do not know who to speak with, telephone Waterfront Neighbourhood Centre at: 416.392.1509 and say that you wish to file a complaint. You will be given the name of the appropriate person and a copy of our Complaint Procedure. A copy of the WNC Complaint Procedure is clearly posted in the building on the Board of Management information board located by Reception.
  • If you feel that your issue has not been resolved or you would like to speak to another staff member, please ask to speak to their Supervisor or the Program Coordinator.
  • If you are not completely satisfied, please contact Natasha Francis, Executive Director (Acting) or Eneyda Guerra, Assistant Executive Director (Acting). Your complaint can be put in writing and either staff member will be happy to guide you through the process. Your complaint will be acknowledged in a timely manner and we will work together to ensure that an agreement and/or resolution will be realized.
  • If the nature of your complaint requires a detailed investigation or further resolution by the WNC Board of Management and/or Members Relations Committee you will be informed by the Executive Director as to when you can to receive a response.

All complaints or inquiries are dealt with the strictest confidence.If you have any questions or would like additional information, please contact Waterfront Neighbourhood Centre:

Natasha Francis, Executive Director
๐Ÿ“ž 416.392.1509 x309 | ๐Ÿ“ง

Eneyda Guerra, Assistant Executive Director
๐Ÿ“ž 416.392.1509 x309 | ๐Ÿ“ง

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