Public Code of Conduct and Complaint Procedure

Introduction: The Humane Society of Kitchener Waterloo & Stratford Perth (KWSPHS) seeks to continually provide a welcoming and comfortable environment which ensures trust and respect for the public, customers, visitors, employees and volunteers. In order to maintain our longstanding reputation in the community, we have established a Public Code of Conduct and Complaint Procedure to specify our expectations.


Expectations of the Public

The public is expected to treat our employees, volunteers, customers and visitors with the utmost respect and dignity. KWSPHS strictly forbids discrimination or harassment of any kind, whether based on race, colour, national origin, religion, creed, sex, age, physical, mental or developmental disability, marital status, sexual orientation, political ideology or any other reason. Harassment may include unsolicited or unwelcome remarks, gestures, or physical contact, as well as the display or circulation of inappropriate or derogatory written materials or pictures.

The following behaviours that will not be tolerated:

 Physical violence;

 Verbal abuse;

 Profanity;

 Any form of harassment;

 Intimidation tactics and/or making threats;

 Malicious or harmful statements about others;

 Public disclosure of another's private information;

 Possession of dangerous or unauthorized material; and

 Solicitation, purchase or selling of illegal substances.

Customers and/or visitors who appear to be under the influence of alcohol or illegal drugs may be asked to leave the premises.


Of paramount importance to KWSPHS is the safety and security of its employees, volunteers, customers and visitors. This policy is strictly enforced and non-compliance will result in corrective measures being undertaken.

The Executive Director and employees of KWSPHS reserve the right to exclude any person from accessing services as a consequence of violating this policy.

Public Complaints

At KWSPHS we value our customers and the public and what they have to say about the service they receive. We take all complaints seriously as they assist us to improve our products, services and customer service.

We are committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all who make a complaint equally.

Recording Procedure

A record will be made of all complaints made, whether verbal or written, at the time the complaint is made, or as soon as possible afterwards. The record will be made by the employee who took the details.

Complaints will be considered as soon as reasonably practical, and Complainants will be provided an estimate of a date by which to expect a response if possible. Recorded complaints will be monitored by Management for any ongoing trends and efforts will be made to resolve any ongoing issues.

Complainants' personal details or details of their complaint will not be divulged to third parties unless prior written consent of the individual has been received.

Informing Complainant of Progress

Complaints will be acknowledged within two business days. We strive to resolve all complaints within fourteen days; however, complainants will be given an approximate timeframe of resolution at the time that they make their complaint. They will also be informed of the progress of their complaint on a regular basis, especially if there are any delays or changes to what has been agreed.

We will ensure that complainants are informed of any changes to our products or services as a result of their complaint. Where appropriate, complainants who have had a complaint resolved will be contacted at a later date to see if they are content with how their complaint was handled.

Escalation of Complaints

If a complaint cannot be resolved by the usual complaint process, it should be referred to the Executive Director and the complainant will be informed and given an amended timeframe for resolution.

If the complainant is unsatisfied with the result or response or the complaint is concerning the Executive Director then the complainant will be referred to the President/Chair of the Board of Directors. Correspondence is to be addressed to him or her at 250 Riverbend Drive, Kitchener, ON N2B 2E9 or by email to This information is to be posted on the organizations website.

If we are unable to resolve the individual's complaint to their satisfaction, we will inform them about where they can take further action.