COVID-19 Update for Peer Support HelpLine

Complaints Policy

Complaints Policy

Policy Statement

At LGBT YouthLine, we as staff, volunteers and board members:

  • Focus on growth and learning within a youth-centered framework;
  • Value confidentiality and the anonymity of our service users; and
  • Work to create an organization that reflects anti-racist and anti-oppressive (AR/AO) values.

We recognize that concerns may arise and they need to be addressed. We value feedback and, where appropriate, will incorporate feedback into changes and modifications to our programs and services. Given the value we place on anonymity and confidentiality, we will provide anonymous complaint options to those service users accessing our Peer Support program.


The purpose of this policy is to ensure that service users are aware of the process of making a complaint about their experiences at, and with, YouthLine and that any such complaint is dealt with in a fair and timely manner.


This policy applies to all service users using or participating in YouthLine’s programs, services and facilities and/or interacting with our staff and volunteers in the community.


Complaints can be about anything related to a service user’s interaction with YouthLine, including but not limited to: a service, a program, a person, or the physical environment


  1. Any individual who has a complaint filed against them has the right to be informed of the allegations and the right to respond, when possible.
  2. Service users, participants, and community members have the right to provide feedback about their experience at YouthLine without losing access to any of our services or programs.
  3. Service users, participants, and community members have the right to be informed of our complaints policy.
  4. All formal complaints escalated to supervisors are documented and may be reviewed to identify gaps, training needs, and any other trends which may indicate a need to take further action.
  5. All complaints will be treated as confidential unless duty to report laws otherwise request informing appropriate authorities.