Complaint Management Policy

Complaint Management Policy

Approved by the Board of Directors on: October 19, 2005 (RES. CA0506A014)

Amended:                

• February 10, 2020 (RES. CA1920A041)
• December 5, 2022 (RES. CA2223A022)

 

1. Preambule

The Conseil des arts et des lettres du Québec (CALQ) Complaint Management Policy, implemented in 2004, is in the spirit of the Public Administration Act and in keeping with the CALQ’s Declaration of Services to the Public.

2. Objectives

The objectives of the Complaint Management Policy are as follows:

• ensuring complaints to the CALQ are handled in an appropriate, fair manner, within a reasonable timeframe;
• helping improve services to the public, allowing the CALQ to identify weaknesses, correct problematic or unfair situations, and improve its processes;
• formalizing and mapping out the CALQ’s complaint management process.

3. Definitions

Annual Review

Document that contains the information from the Complaints Log and opinions and recommendations. This review covers the period of April 1 to March 31.

Complaint

A written or verbal expression of dissatisfaction with the services the CALQ delivers in fulfilling its mission, its grant and funding programs, and its processes, subject to the scope of the policy stipulated herein. The CALQ’s commitments made according to its Declaration of Services to the Public may be the subject of complaints, whether about the quality and accessibility of its services, equity in service delivery, the efficiency of its financial aid programs and its results, or the confidentiality of personal information.

Complaints Log

Document that contains the complaints received and handled as part of the Complaint Management Policy with the following information:

• the date of the complaint;
• a summary of the subject of the complaint;
• the department and artistic discipline concerned;
• the date of the response to the complaint and a summary of it;
• a summary of recommendations resulting from the complaint.

4. Who can file a complaint?

Members of the public, and particularly artists (including writers, architects, and independent curators), as well as arts organizations are eligible for the Complaint Management Policy. CALQ employees are ineligible.

5. Scope

The Complaint Management Policy applies to all CALQ services and covers all CALQ employees. The following are excluded from the application of this policy:

• a complaint that concerns CALQ labour relations or the application of collective agreements;
• a matter that is before the Court;
• a request presented as part of a review of the CALQ Mission Support program;
• dissatisfaction with a response made pursuant to an Act respecting Access to documents held by public bodies and the Protection of personal information;
• a complaint concerning an entity other than the CALQ. The person making the complaint will be directed to an appropriate resource, if applicable;
• a complaint regarding one or more events that occurred more than three years prior;
• a complaint already handled as part of the Policy for which a final response was provided and the case closed;
• an anonymous complaint;
• a complaint deemed disproportionate;
• a complaint using an inappropriate tone or inappropriate language.

In all cases listed above, the complainant will be informed of the ineligibility of the complaint.

6. Principles and values

Updated in 2019, the CALQ’s values underpin all its efforts with the artistic and literary community and Québec society. This policy is therefore based on the values of equity, excellence, and integrity.

All complaints are handled in a way that respects the commitments made in the CALQ’s Declaration of Services to the Public, which involves:

• offering personalized, accessible services;
• ensuring the equity and efficiency of financial aid programs;
• diligently handling all complaints in complete confidentiality.

The CALQ believes that comments and complaints from members of the public are important because they help improve services.

7. Responsability sharing

The Office of the President and CEO

The Office of the President and CEO is responsible for applying the Complaint Management Policy. It submits the Complaint Management Policy and amendments for approval by the Board of Directors and ensures the policy is respected. It also ensures related recommendations are followed up on and appropriate corrective measures implemented.

Secretariat General

Under the direction of the Office of the President and CEO, it is responsible for managing complaints and coordinating their handling. It ensures appropriate follow-up on every complaint received.

It creates and updates the Complaints Log. It creates an Annual Review of complaints for accountability published in the Annual Report. The Annual Review is submitted at the first Board of Directors meeting after the end of the fiscal year.

CALQ departments

Every department contributes to and collaborates on applying the Complaint Management Policy. The departments ensure their employees understand the Complaint Management Policy and the related procedure.

Upon receipt of a written complaint, departments must inform the Secretariat General as soon as possible and send it a copy.

As appropriate, the departments concerned take corrective measures for the continuous improvement of services.

CALQ employees

CALQ employees contribute to and collaborate on applying the Complaint Management Policy. At the request of the Secretariat General, they provide any information required to study a complaint.

They provide assistance and inform anyone filing or who would like to file a complaint of the CALQ’s Complaint Management Policy and refer them to that policy. Employees who receive a written complaint must send it without delay to the CALQ’s Secretariat General.

8. Receipt and handling of complaints

Complaints may be made verbally or in writing to:

Conseil des arts et des lettres du Québec

Secretariat General

1435 Bleury St., suite 300

Montréal, Québec H3A 2H7

514 864-4346

or by email at: secretaireduconseil@calq.gouv.qc.ca

For written complaints, an acknowledgement of receipt will be sent within five business days.

All information about verbal complaints will be recorded and saved in a file. Verbal complaints will also be entered in the Complaints Log and the Annual Review.

Every complaint is studied carefully, independently, confidentially, diligently, and impartially, regardless of the department involved. Pursuant to the provisions of an Act respecting Access to documents held by public bodies and the Protection of personal information, access to personal information is limited to authorized individuals.

Once the file has been studied, a final response addressing the points made in the complaint is sent to the complainant.

Exceptionally, a review may be requested of a conclusion to a complaint if new facts or information not brought to the attention of the Secretariat General during the initial examination are provided by the complainant. The request for review will be processed within 30 business days. The response will be considered final and the file closed.

9. Processing time

The CALQ responds to complaints within 30 days of their receipt. If more time is needed, complainants will be informed of the reasons for the delay.

Complaints are considered interrupted if complainants do not follow up on their complaint despite the CALQ’s repeated efforts to obtain the information required or when they inform the CALQ of their intention not to pursue the complaint.

10. Entry into force

The Complaint Management Policy and any amendments take effect upon their approval by the Board of Directors.