COMPLAINTS: Complaints lodged by program participants and/or members of the public shall be resolved as openly, courteously and promptly as possible.

WHY?
As a non-profit, community based organization the agency has an obligation to maintain public accountability.

Procedure:

1. The program coordinator will maintain a written record of each complaint, course of action and its resolution.

Key Core Quality Standard:
2. Community Focus: A quality literacy program is rooted in the community it serves. Learners participate in decisions that affect them and their communities. The program reflects its own philosophy and objectives and strengthens individuals, their communities, and their cultural identity.

Features:
The program and community interact with one another.

• The program and the community exchange information and ideas.