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Seal of Accountability

Compliments & Complaints

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Certified Members - Compliments or Complaints
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Compliments and Complaints

Both compliments and complaints are very helpful to CCCC in maintaining high quality service to its constituencies.

Following is the CCCC procedure for handling complaints received about a Certified Member.

Involvement by CCCC in a complaint about a Certified Member will be limited to those which relate to one of the Standards of Organizational Integrity and Accountability.  It is not the mandate of CCCC to mediate or arbitrate general disputes or conflicts involving Certified Members.  There is, however, an expectation that the Certified Member will handle the complaint in a reasonable manner.  In any case, it is the general practice of CCCC to inform a Certified Member when a complaint has been received and the nature of the complaint.

Complaint Procedure

When a complaint is received by CCCC:

  1. CCCC will inform the complainant of CCCC’s complaint procedure; ask whether the complainant has taken up the issue with the charity involved and the member’s response; and make the complainant aware that the Certified Member will be notified of the complaint.  Each complaint is taken seriously, but CCCC is unable to proceed if the complainant does not want the member organization to be contacted by CCCC or wishes to remain anonymous or has not first contacted the member to resolve the complaint.
  2. CCCC will ask the complainant to put his/her concern(s) in writing (if possible and practical).
  3. CCCC will make every effort to understand the complaint, use its discretion to clarify, ask for more information and assess the merits of the complaint within the context of the standards.
  4. CCCC will inform the Certified Member that a complaint has been received, the nature of the complaint and, if in CCCC’s view the complaint has merit, will ask for a response from the Certified Member.
  5. If the response is reasonable, in CCCC’s view, CCCC will inform the complainant of the response and the matter is closed.  ‘Reasonable’ could mean that in CCCC’s opinion the Certified Member was at all times in compliance with the standard, or perhaps was not in compliance with respect to the subject of the complaint, but has taken specific, concrete steps to rectify the situation and to bring itself into compliance.
  6. If the response is in CCCC’s view not satisfactory, CCCC will contact the member to indicate its concern and provide the opportunity for the member to clarify or modify its response.  CCCC may conduct a field review or carry out further investigation or refer the complainant to an appropriate authority, as it considers appropriate.
  7. Generally, CCCC will contact the CEO of the Certified Member organization, but if the complaint is about the CEO, the board will be informed (normally the Chair of the Board), as CCCC considers appropriate.
  8. CCCC will deal with complaints expeditiously.  Similarly, Certified Members will be expected to deal with complaints in a timely manner.
  9. Complaints should be directed to the CCCC Director of Certification.