There is significant opportunity to improve and formalize our complaint process. 

We take complaints seriously, and all complaints received are acted upon. A dedicated position responds to these complaints, and reports to the Board of Directors. Annually, a summary of the types of complaints received is reported publicly in our Annual Report.

However, there is significant opportunity to improve this process. Today, complaints are handled personally, often with personal calls and in-person discussion with workers and stakeholders.

While on a human level these phone calls and exchanges may address the complaint, there is potential to formalize the process going forward. Right away, we will begin looking at these opportunities based on interjurisdictional best practice.