COMPLAINT HANDLING POLICY

1. INTRODUCTION

   Écono Coop has established standardized complaint management through the procedures defined in this policy. This structure helps uphold principles of fair and equitable management. The purpose of this policy is to standardize and simplify complaint handling within the cooperative.

2. DEFINITIONS

   A complaint is an expression of dissatisfaction by a member, supplier, partner, or any other party toward Écono Coop regarding an activity or the conduct of the cooperative’s staff.

   A complaint may be informal or formal. Informal complaints may be submitted verbally or in writing, while formal complaints must be submitted in writing and addressed to the designated Complaint Handling Officer.

   All complaints must be treated confidentially and objectively.

3. COMPLAINT HANDLING OFFICER

   Informal complaints may be handled by customer service or any employee the complainant is dealing with.

   Formal complaints, however, must be handled by the Complaint Handling Officer, who is responsible for acknowledging receipt of the complaint, conducting an investigation, attempting to resolve the complaint, convening a committee if necessary, participating in that committee, and reporting the outcome to the complainant.

   The Director of Member Services and Partnerships serves as the Complaint Handling Officer unless they are the subject of the complaint—in that case, the CEO assumes that role.

4. INFORMAL COMPLAINTS

   When a complainant has a grievance or considers themselves harmed, they are invited to contact Écono Coop customer service to explain the issue and express their expectations.

   The employee or management team may take any reasonable action to resolve the issue. If the complainant is satisfied, the informal complaint is deemed closed with no further follow-up required.

   If not, the cooperative employee must inform the complainant that a formal written complaint must now be submitted to Écono Coop.

5. FORMAL COMPLAINTS

   5.1 Submission
   Formal complaints must be submitted in writing to the Complaint Handling Officer, using the “Complaint Transmission Form,” and include:

   ■Complainant’s first and last name

   ■Complainant’s postal and email addresses

   ■Subject and description of the problematic situation

   ■Expected outcome

   ■Date

   ■Complainant’s signature

   5.2 Acknowledgment

   Upon receipt, the Complaint Handling Officer must send an acknowledgment by email within ten (10) business days.

   5.3 Investigation and Mediation

   The Officer will conduct an investigation and attempt to resolve the complaint through mediation, which may involve interviewing witnesses to better understand and evaluate the complaint.

   5.4 Committee

   If resolution is not feasible, the Officer must establish a committee consisting of themselves and two board members to explore options for resolution. If the complaint concerns the Complaint Handling Officer, a committee of three board members will handle the complaint.

   The committee evaluates the merits and determines appropriate measures.

   5.5 Timeline and Resolution

   A follow-up must be conducted within thirty (30) business days. At the end of the process, the Officer sends a written report by email to the complainant, detailing the decision made by the committee.

6. REPORTING

   After each formal complaint, the committee informs the board of directors of the nature and outcome of the complaint.

7. RECORD-KEEPING

   All complaint records are stored securely during the process. Electronic documents are archived indefinitely within Écono Coop, accessible only by authorized personnel.

Last updated: June 2025

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