Complaints Policy
The Winnipeg Folk Festival strives to provide a positive experience for its community but recognizes that from time to time, individuals may have complaints that they wish to share with the Festival. The Festival endeavours to maintain a positive relationship with its community and pays close attention to feedback with a goal of responding in a timely and effective manner.
As an organization, the Festival recognizes the importance of feedback and strives to:
- Respect our community’s privacy as per our Privacy Policy
- Have staff and volunteers that are accessible, courteous and helpful
- Respond to and resolve any complaints in a timely manner keeping customers informed in the process
- Listen and be responsive to the needs of our community by incorporating feedback into our planning and operations.
General Process
When a complaint is received, every attempt will be made to offer resolution at the point of contact in the time frame outlined above. In the event that the complaint cannot be resolved, it is forwarded the appropriate manager who will respond.
Any major complaints that cannot be resolved by the manager will be sent to and reviewed with the Executive Director to determine an appropriate course of action.
The Executive Director will share specific major complaints with the board when they require board action.
All formal complaints are tracked in an online database by a member of the Festival’s administrative staff. A summary of these will be shared with the board of directors after the annual summer festival. The Executive Director will review all complaints on a regular basis.
