Central Okanagan Food Bank Complaints & Feedback Policy
Last Updated: March 1, 2026
The Central Okanagan Food Bank (“COFB”, “we”, “us”, “our”) is committed to providing respectful, accessible, and equitable service to all clients, donors, volunteers, and community partners.
This policy outlines our process for receiving, reviewing, and responding to complaints and feedback regarding the organization’s services, programs, staff, volunteers, or operations.
Complaints provide valuable opportunities to improve services, strengthen accountability, and ensure the dignity and respect of all individuals accessing our services.
When does this Complaints & Feedback Policy Apply?
This policy applies to complaints or concerns raised by:
- Clients receiving services
- Donors or supporters
- Volunteers
- Staff members
- Community partners
- Members of the public
Complaints may relate to:
- Food bank services or programs
- Staff or volunteer conduct
- Client, donor, volunteer, or visitor experiences
- Access to services
- Operational practices or decisions
This policy does not replace formal processes for employment matters, workplace grievances, or legal complaints.
Guiding Principles
The Central Okanagan Food Bank is committed to ensuring that complaints are handled:
- Respectfully – Individuals raising concerns will be treated with dignity and fairness
- Confidentially – Personal information will be protected wherever possible
- Promptly – Complaints will be reviewed and addressed in a timely manner
- Fairly – All concerns will be evaluated objectively
- Without retaliation – Individuals who raise concerns will not face negative consequences for doing so
Submitting a Complaint
Individuals are encouraged to first raise concerns directly with COFB staff whenever possible so that issues can be addressed quickly.
Complaints may be submitted through the following channels:
In Person
At any Central Okanagan Food Bank location
By Phone
250-763-7161
By Email
admin@cofoodbank.com
In Writing
Central Okanagan Food Bank
2310 Enterprise Way
Kelowna, BC
V1X 4H7
Through Our Online Form
by clicking here
Anonymous complaints may be accepted; however, the ability to investigate may be limited if insufficient information is provided.
Complaint Review Process
The Food Bank will follow the steps below when responding to complaints:
Step 1 – Acknowledgement
Complaints will typically be acknowledged within 5 business days of receipt.
Step 2 – Review
A designated staff member or manager will review the concern and gather relevant information.
Step 3 – Resolution
Where appropriate, the Food Bank will work to resolve the issue through clarification, corrective action, or process improvement.
Step 4 – Response
The individual submitting the complaint will be informed of the outcome when possible.
Response timelines may vary depending on the nature and complexity of the concern.
Escalation
If a complaint cannot be resolved internally, individuals may request further review by senior leadership.
Where appropriate, concerns may be escalated to the Executive Director or the Board of Directors.
Food Banks Canada Customer Experience Hotline
The Central Okanagan Food Bank is a member of the national network supported by Food Banks Canada.
Clients and community members who believe their concern has not been adequately addressed locally may contact the Food Banks Canada Customer Experience Hotline.
The hotline provides an independent avenue for individuals to share feedback or concerns about their experience at a food bank.
Food Banks Canada Customer Experience Hotline
Phone: 1-877-280-0329
Email: feedback@foodbankscanada.ca
Complaints submitted through the hotline may be shared with the Central Okanagan Food Bank to support resolution and service improvement.
Confidentiality and Privacy
All complaints will be handled with appropriate confidentiality.
Personal information will be managed in accordance with the Central Okanagan Food Bank’s Privacy Policy and applicable privacy legislation.
Information will only be shared with individuals involved in reviewing or resolving the concern.
