It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. Review of complaints is fair, impartial and respectful to all parties. Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome. Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes. Complaints are used to assist in improving services, policies and procedures. Every effort will be made to resolve complaints received in a timely. CFSA prohibits retaliation against individuals who raise complaints in good faith. Any instances of retaliation will be promptly investigated and addressed. To share a concern or complaint please contact Community Food Sharing Association at 709.722.0130 or email cfsa@nl.rogers.com. Complaints can be escalated by contacting Food Banks Canada's Customer Experience Hotline 1.877.280.0329, emailing complaints@foodbankscanada.ca, or visiting https://foodbankscanada.ca/about-us/get-in-touch/.

Every effort will be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff will attempt to resolve it immediately. Complaints received in writing will be acknowledged within two business days and the General Manager will attempt to resolve the matter within ten business days. Where a complaint cannot be easily resolved, it should be escalated to a Board Member. If the complaint is about the General Manager, it will be handled by the Chair of the Board of Directors. Complainants will be kept informed of the status of their complaint. Community Food Sharing Association will make every attempt to resolve escalated complaints within an additional ten business days so that all complaints are resolved within a month of having been received. If the General Manager or Board of Directors can not resolve a complaint it will be escalated to Food Banks Canada.

Community Food Sharing Association is committed to: Providing food and essential assistance to anyone in need, regardless of background, identity, or ability - at no financial cost. Treating all those who access services with the utmost dignity and respect. Respecting the privacy of those served and maintaining the confidentiality of personal information. Providing food support services free of all implicit or explicit conditions, ensuring equitable access for all.

All employees and volunteers are entitled to perform their duties in a harassment-free work environment. At CFSA, we are committed to providing a safe, healthy, and respectful workplace. Harassment and violence in any form will not be tolerated. Every member of our community—including staff, volunteers, and management—has an obligation to foster a culture of dignity by: Respecting the dignity and rights of other staff and volunteers during and after working hours. Taking reasonable care not to engage in bullying or workplace harassment. Encouraging all staff and volunteers to respond to and report incidents of violence or harassment they have witnessed or been affected by. Reporting concerns, even if the behavior was not directed at them or has not yet resulted in a forma complaint. CFSA adheres to the Occupational Health and Safety Act. For details on covered topics, visit: www.gov.nl.ca/gs/ohs/harassment-violence-workplace.

We are committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers in order to promote the rights of all persons and to build and create an inclusive and accessible working environment. When a barrier to accessing our support and resources arises, or there is uncertainty about how to access our services please reach out to us at cfsa@nl.rogers.com or call 709.722.0130.

Community Food Sharing Association does not release personal or financial information acquired from donors except for memorial gifts, in which case donor names may be released to the bereaved family. Personal client information acquired from member food banks will only be used to determine service eligibility or to address system abuse with other service agencies.

Fundraising practices on behalf of Community Food Sharing Association shall: be truthful; accurately describe the association's activities and the intended use of donated funds; disclose the association's name; and disclose the association's policy with respect to issuing Official Income Tax receipts including any policy on minimum amounts for which a receipt will be issued. Community Food Sharing Association shall: not make claims that cannot be upheld; not make representations that could be misleading; not exploit its beneficiaries; and be sensitive in describing those it serves and fairly represent their needs and how these needs will be addressed.

Provide food and other assistance to those needing help regardless of race, national or ethnic origin, citizenship, colour, religion, sex, sexual orientation, income source, age or mental or physical ability. Treat all those who access services with the utmost dignity and respect. Implement best practices in the proper and safe storage and handling of food. Respect the privacy of those served and will maintain the confidentiality of personal information. Not sell donated food. Acquire and share food in a spirit of cooperation with other food banks and food programs. Strive to make the public aware of the existence of hunger, and of the factors that contribute to it. Recognize that food banks are not a viable long-term response to hunger and devote part of their activities to reducing the need for food assistance. Represent accurately, honestly and completely their respective mission and activities to the larger community

Problems, misunderstandings and frustrations may arise in the workplace. It is Community Food Sharing Association’s intent to be responsive to its employees, and volunteers, and their concerns. Therefore, an employee or volunteer who is confronted with a problem may use the procedure described below to resolve or clarify their concerns.Step 1: Respectfully speak directly to the other individual(s) involvedStep 2: Have a discussion with their SupervisorStep 3: Schedule an appointment with the General Manager/Board ChairStep 4: Submit a written complaint to the Board ChairStep 5: Appeal the decision within five working daysThe purpose of this policy is to provide a quick, effective and consistently applied method for a non-supervisory employee to present their concerns to management and have those concerns internally resolved.

CFSA is committed to ensuring accessibility for persons with disabilities by identifying, removing and preventing barriers to promote the rights of all persons and to build and create an inclusive, safe and accessible environment. We support the intent of the provincial Disabilities Act (Bill 38) and its goal of achieving accessibility for all persons with disabilities with respect to customer service, information communication and employment.The CFSA Accessibility Plan will continue to evolve as the Government of NL progresses toward full inclusion and accessibility.For now CFSA will focus on four priority areas of accessibility:1. Built Environment: Ensuring that the physical environment allows persons with disabilities to move freely around building and public spaces (indoor and outdoor).2. Customer Service, Program Delivery, and Procurement of Goods, Services, and Facilities: Ensuring that persons with disabilities can use goods, services, and facilities, while receiving services that are accessible to all.3. Employment: Ensuring that accessible employment opportunities and workplaces are created so that all members, including persons with disabilities, can participate.4. Information and Communications Standards and Technology: Ensuring that the sharing and exchange of information is accessible.Areas of focus:1. Built Environment – CFSA will ensure that our physical office environment is accessible to persons/staff with disabilities by:Providing barrier-free access to the building.Ensuring barrier-free circulation/routes within and outside of the building.Ensuring barrier-free access to drinking water and restroom facilities.Ensuring exterior signage is of adequate size and is easily legible.Ensuring interior and exterior building elements are in place (ie: ramps, doors, handrails, etc).2. Customer Service, Program Delivery, and Procurement of Goods, Services and Facilities –At the present time CFSA does not provide service or deliver programs to individuals, only to food banks. However, if at some point that does become feasible CFSA will:Ensure that service animals, such as guide dogs and support persons are permitted to accompany persons with disabilities into a given space.Provide training for service providers and staff/volunteers on how to interact with persons with disabilities.Make information available in accessible formats.3. Employment – CFSA will ensure that accommodations are in place for employees with disabilities by:Creating work spaces suited to the needs of people such as adjustable desks, chairs and workstations to remove any inconveniences, as required.Ensuring toileting elements are in place (ie: sink, mirror, toilet, handrails and adequate space to manoeuvre).CFSA will endeavour to use accessible spaces for meetings, workshops and training.Work to challenge unconscious bias and provide safe spaces for those with mental health disabilities.4. Information and Communications Standards and Technology – CFSA will ensure that everyone understands the information provided, posted and/or received from them by:Using clear and descriptive wording for links and buttons to make it easier for people with intellectual disabilities to navigate the CFSA website.Utilizing colour contrast and larger point size for text and headings to ensure that all available content is readable and understandable for all people, regardless of their visual abilities.Responsibilities:Any questions and complaints received by CFSA regarding accessibility will be taken seriously and forwarded to the General Manager to ensure all individuals have equal access to facilities and services.Feedback from individuals with disabilities or their advocates will be welcomed and encouraged by CFSA.CFSA’s Accessibility Plan will be monitored and updated every three years—or as required—by integrating ongoing stakeholder feedback, addressing identified barriers, and ensuring compliance.CFSA will engage in continuous improvement efforts to enhance accessibility and ensure a welcoming environment for all individuals.CFSA will look for feedback from employees, volunteers and other stakeholders to gauge the impacts of accessibility efforts.Advancements to Date:Re-imagining the CFSA website to include:- easily legible and understandable links and buttons for easier navigation- better colour contrast for text and headings to ensure readability- enlarged type for better readabilityOutputting new office and warehouse signage that is:- larger and therefore easier to see- clearer directional images- better contrast of coloursPhysical office space is accessible to persons in wheelchairs with the exception of a ramp to enter the buildingService animals and support persons are able to accompany persons who are looking to make a donation to CFSAActions to be taken:Develop and implement an Accessibility Policy that outlines CFSA’s commitment to accessibility.Set clear goals and timelines for improvement of accessibility features.Educate staff of accessibility best practises.Collaborate with community organizations and individuals with disabilities to gather feedback and input on accessibility issues and solutions.CFSA will evaluate our Accessibility Plan every 3 years to ensure alignment with Government of NL’s Accessibility Act.Install a ramp so that persons with wheelchairs, walkers, etc. can access our office.Accessibility Goals:To improve accessibility by identifying, preventing and removing barriers that prevent persons/employees with disabilities from fair and impartial access to services and opportunities.To improve services and communication with the aim of greater accessibility.To make the Accessibility Plan publicly available on the CFSA website.Conclusion:Delivering on this accessibility plan ensures that our essential services reach every member of our community without barrier. By removing physical, digital, and perceptual biases, we ensure equal access and opportunity for all community members, employees, and visitors. Achieving full accessibility is an ongoing journey that requires continuous feedback, regular evaluation, and shared accountability. Together, we are building a more welcoming, equitable, and dignified future for everyone.