I. Policy Statement
Service Paws is committed to providing applicants, clients, graduates, volunteers, and the general public with a structured and transparent process for raising complaints and appealing management decisions. This policy establishes a formal dispute resolution procedure to ensure that all concerns are addressed promptly and fairly.

Service Paws encourages individuals to resolve disputes at the lowest possible level whenever feasible. However, when informal resolution is not possible, this policy provides a structured process to ensure a fair and impartial review.

II. Scope and Applicability
This policy applies to all disputes and complaints arising from interactions with Service Paws, including those related to service delivery, volunteer participation, organizational decisions, or other matters impacting stakeholders.

III. Dispute Resolution Process

1. Step One: Initial Complaint Submission
   • The complainant should promptly raise their concern with the immediate responsible party (e.g., supervisor, manager, or program coordinator).
   • If the dispute involves this individual directly, the complainant may proceed to Step Two.
   • The designated recipient of the complaint must investigate the issue, seek resolution, and provide a decision within a reasonable timeframe.
   • A written and dated summary of the dispute, including any proposed resolution, should be documented.
   • If the complainant is not satisfied with the resolution, they may escalate the matter.
2. Step Two: Management Review
   • If the complainant remains dissatisfied, they may escalate the complaint to the next level of management.
   • If resolution is still not achieved at this level, the matter may be further escalated to the Executive Director, CEO, or President of Service Paws.
   • If no satisfactory resolution is reached, the complainant may submit a written request for review by the President of the program’s Board of Directors.
3. Step Three: Final Review by the Board of Directors
   • The Board President (or an equivalent designated official) will review the dispute and issue a final decision.
   • Once a final decision is rendered, no further appeal rights exist, and the decision is binding on all parties.

IV. Confidentiality and Non-Retaliation
All complaints and dispute-related information will remain confidential to the extent possible. Discussions regarding the complaint will be limited to individuals who have a legitimate need to know or can provide relevant information for resolution.

Service Paws strictly prohibits retaliation against any individual who files a complaint or participates in the dispute resolution process in good faith.

V. Conclusion
Service Paws is committed to maintaining a fair and transparent dispute resolution process. By following this policy, we aim to ensure that all concerns are handled with integrity, professionalism, and respect for all parties involved.

Service Paws Administration