Complaints Policy
Complaints Policy: Downtown Islamic Center
Purpose The Downtown Islamic Center (DIC) is committed to providing a high standard of service to everyone we interact with. We recognize that there may be occasions where our services or actions do not meet the expectations of those we serve. This policy sets out the process for raising a complaint and how it will be handled by DIC.
Scope This policy covers complaints related to the services and activities provided by the Downtown Islamic Center, including but not limited to program delivery, staff conduct, and experiences at our facilities.
How to Make a Complaint
Informal Resolution: If possible, we encourage you to address any concerns directly with the individual involved or with the head of the relevant department as an initial step. This can be the quickest way to resolve a problem.
Formal Complaint: If your issue cannot be resolved informally, or if you prefer to make a formal complaint, please follow the steps below:
Submission: Complaints should be submitted in writing via email to dicprograms@gmail.com or by mail to the Downtown Islamic Center. Please include all relevant details such as dates, times, and the nature of the issue, along with any supporting documentation.
Acknowledgment: We will acknowledge receipt of your complaint within 5 business days and provide you with information on the process and expected time frames.
Investigation: Your complaint will be investigated impartially by a senior staff member not involved in the incident. We may contact you to clarify details or gather additional information.
Resolution: We aim to resolve complaints within 20 business days of receipt. If the issue is complex and requires more time, we will inform you of the delay and expected resolution time.
Response Following the investigation, we will inform you of the outcome and any actions we have taken or will take in response to your complaint.
Confidentiality All complaints received will be dealt with confidentially and following our privacy policy to ensure that personal information is protected and respected.
Review and Monitoring This policy and all associated procedures will be reviewed periodically and updated as necessary to ensure they remain effective and relevant to the needs of our community.
Feedback DIC values feedback as it helps us improve our services and better serve our community. After the complaint process has concluded, we may contact you to seek feedback on how the process was handled to ensure our practices remain fair and effective.
Contact Us For any questions about this policy or any aspect of our complaints handling process, please contact us at dicprograms@gmail.com. We are committed to ensuring that all complaints are handled fairly, efficiently, and respectfully.