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YMCA of Southwestern Ontario Complaints and Concerns Policy

Our members matter to us. We invest every day in creating opportunities for all to grow in spirit, mind & body, regardless of background, belief or ability. To fulfill our mission, we work hard to ensure that everyone has a positive experience here at the Y. That includes experiences in all of our facilities, with our staff and volunteers, and in our community programs.

So if something wasn’t right, we want to know about it.

We encourage members and participants to approach staff to address issues that are directly related to their areas. However, if this is not possible or issues are not resolved to your satisfaction, we want you to contact us.

You have an important voice at the Y, and we’ll ensure it’s heard.

You can be assured that we will take the time to review your complaint and look into it for you. We take all complaints seriously, and look at them from an impartial perspective. Our goal is to continually improve the member experience. With your help, we can.

We’ll get back to you.

We understand you want a resolution. We will respond to your submission as soon as possible, and provide you with an update and an opportunity to chat further about the issue.

Any complaint made by or about a child, or any other serious occurrence involving a child or any complaint about the operational, physical or safety standards of service areas, should be directed immediately by phone or email to the senior manager in that area.





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