Policies & Procedures

The Moose Jaw & District Food Bank (The Food Bank) is committed to protecting the privacy and the personal information of its donors, member agencies, and community food programs, volunteers and employees, and stakeholders. We value the trust of those we deal with, and of the public, and recognize that maintaining that trust requires that we be transparent and accountable in how we treat the information you choose to share with us.

During the course of various projects and initiatives, The Moose Jaw & District Food Bank frequently gathers and uses personal information. Anyone from whom we collect such information should expect that it will be carefully protected and that any use of, or other dealings with this information is subject to consent. The Moose Jaw & District Food Bank’s privacy policy practices are designed to achieve this.

Defining Personal Information

Personal information is any information about an identifiable individual, such as information that can be used to distinguish, identify, or contact a specific individual. This information can include an individual's opinions or beliefs, as well as facts about, or related to, the individual (e.g., name, address, phone number, email address, etc.).

Privacy Practices and Protection of Information

The Moose Jaw & District Food Bank observes the following ten privacy principles when collecting, maintaining, and using personal information:

1. Accountability 

An organization is responsible for personal information under its control and shall designate an individual or individuals who are accountable for the organization’s compliance with the following principles. 

2. Identifying Purposes

The purposes for which personal information is collected shall be identified by the organization at or before the time the information is collected.

3. Consent

The knowledge and consent of the individual are required for the collection, use or disclosure of personal information, except where inappropriate.

4. Limiting Collection

The collection of personal information shall be limited to that which is necessary for the purposes identified by the organization. Information shall be collected by fair and lawful means.

5. Limiting Use, Disclosure, and Retention

Unless the individual consents otherwise or it is required by law, personal information shall only be used or disclosed for the purposes for which it was collected. Personal information shall be retained only as long as necessary for the fulfillment of those purposes.

6. Accuracy

Personal information shall be as accurate, complete, and up to date as possible in order to properly satisfy for the purposes for which it is to be used.

7. Safeguards

Personal information shall be protected by appropriate security relative to the sensitivity of the information.

8. Openness

An organisation shall make detailed information about its policies and practices relating to the management of personal information publicly and readily available.

9. Individual Access

Upon request, an individual shall be informed of the existence, use, and disclosure of their personal information and shall be given access to that information. An individual shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate.

10. Challenging Compliance

An individual shall be able to challenge an organization’s compliance with the above principles. Their challenge should be addressed to the designated individual or individuals accountable for the organization's compliance with PIPEDA. 

Information Collection

The Moose Jaw & District Food Bank collects only the domain names, not the email address of visitors to our website. Our site uses “cookies” – small files containing information that tracks a visit to a website – in a session limited way. These temporary files follow the flow through the website in order to improve services to visitors, do not remain on our computer at the end of your visit, and cannot be used to obtain any personally identifiable details.

Your browser can be set to notify you before receipt of a cookie, so that you can decide whether to accept it. You can also set your browser to turn off cookies, but if you do so, some areas of our site may not function properly.

How Personal Information is Used and Disclosed

The personal information we collect may be used for the purpose for which it was collected, as provided in this Privacy Policy, or for other purposes that are disclosed to you and to which you consent.

We may use your personal information to:

· Process your donation and issue tax receipts,

· Respond to your questions or inquiries.

· Send you informational, fundraising, or promotional communications,

· To recognize you as a donor,

· To carry out other purposes that are disclosed to you and to which you consent; or

· To carry out any other purpose permitted or required by law.

We will obtain your consent if we wish to use your information for any other purpose. Information shared that is related to an individual whom donors wish to honour or celebrate will not be retained for purposes other than gift notification.

We will respect your right to remain anonymous.

The Moose Jaw & District Food Bank is committed to protecting the privacy of children. We do not use personally identifiable information from any individual known to be under the age of eighteen (18) for the purpose of solicitation. 

The Moose Jaw & District Food Bank will not share your information with any other party. The Food Bank does not sell or share its mailing or client lists with any other organizations or businesses. Whenever we require the support services of other organizations, we will require them to conform to our privacy standards.

Certain information submitted through electronic donation is shared with other parties if necessary to complete credit card transactions, including, without limitation, credit card companies, credit card clearing houses and processors, and financial institutions. The parties mentioned in the above sentence are responsible for their own privacy policies and for maintaining the privacy and confidentiality for all information provided to them. If a user has any questions or concerns about the privacy policies of those parties, it must contact such parties.

Security

The Moose Jaw & District Food Bank uses advanced security to help protect your personal information. Our electronic donation service is secured with SSL encryption. All sensitive online information collected is secured via SSL encryption and protected by a firewall. 

Unfortunately, no data transmission over the internet can be guaranteed to be 100% secure. As a result, while we are committed to protecting your personal information, we cannot ensure or warrant the security of any information you provide to us.

The Moose Jaw & District Food Bank’s computer and network systems are secured by passwords. Only authorized individuals who require personal information to perform their job duties may access secure systems and databases.

When we destroy personal information, we will use safeguards to prevent unauthorized parties from gaining access to the information during the process. 

Links to Other Websites

The Moose Jaw & District Food Bank website may contain links to other websites that are independently owned and operated by third parties. These links are provided to you as a convenience only. These other websites may have their own privacy policies and are not governed by this privacy policy. The Moose Jaw & District Food Bank is not responsible for the privacy practices or the content of any website(s) owned and operated by any such third parties. Other websites may collect and treat information collected differently, so we encourage you to carefully read and review the privacy policy for each website you visit. 

Updating of Privacy Policy

We review our privacy practices for our carious activities and reserve the right to modify or update our policy. Please check this website on an ongoing basis for information on our most up-to-date practices. We will indicate at the bottom of this page the date this privacy policy was last revised. Your continued access or use of this website after any such changes constitutes your acceptance of the privacy policy as revised.

Pre-Authorized Payments (Monthly Gifts)

You have the right to revoke your authorizations at any time, subject to providing thirty (30) days written notice to the Moose Jaw & District Food Bank at 270 Fairford Street W, Moose Jaw, Saskatchewan, S6H 1V6, or email endhunger@mjfoodbank.org. The Food Bank’s phone number is 306-692-2911. You have certain recourse rights if any debit does not comply with the amount you signed up for. For example, you have the right to receive reimbursement for any debit that is not authorized or is not consistent with the agreement. To obtain information on your right to cancel a PAD Agreement (your recourse rights), or to obtain a sample cancellation form, please contact your financial institution or visit www.payments.ca.

Contact Information

If you have any questions, comments, or concerns relating to The Moose Jaw & District Food Bank’s Privacy Policy and how this organization treats the personal information collected, please contact our Privacy Officer, Cheantelle Fisher, Client Resource Manager at The Moose Jaw & District Food Bank at 306-692-2911 ext. 3, or by email: mjfb.syngage@gmail.com. 

  This policy applies to complaints received by The Moose Jaw & District Food Bank about our activities, programs, services, staff, or volunteers.

Guiding Principles

· It is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible,

· Review of complaints is fair, impartial, and respectful to all parties,

· Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with their treatment or outcome,

· Complainants are provided clear and understandable reasons for decisions relating to complaints,

· Updates are provided to complainants during review processes; and

· Complaints are used to assist in improving services, policies, and procedures.

Types of Complaints

Definition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by The Moose Jaw & District Food Bank as an organization, or a staff member or volunteer acting on behalf of the Food Bank.

Examples include but are not limited to:

· Perceived failure to do something agreed upon,

· Failure to observe policies or procedures,

· Error made by a staff member/volunteer; or

· Unfair or discourteous actions/statements by a staff member/volunteer.

Anyone personally affected can complain, and their complaint will be reviewed in accordance with this procedure.

Procedures

Complaint Receipt and Handling:

A complaint may be received verbally (by phone or in person) or in writing (by mail or email). A staff member or volunteer who receives the complaint will determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or who has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve the issue or transfer it to another staff member who can. If the complaint is transferred, the recipient must acknowledge to the transferor that they have received it and will act on it. 

The person who initially receives the complaint should acknowledge to the complainant that they complaint has been received and will be acted on either by themselves or another staff member. If a time frame for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number, and email address should immediately be recorded.

Resolving the Complaint

Every effort will be made to resolve complaints received in a timely manner. When receiving a verbal complaint, staff will attempt to resolve it immediately. Complaints received in writing will be acknowledged within 2 business days and staff will attempt to resolve the matter within 10 business days.

Where a complaint cannot be easily resolved, it should be escalated to the relevant supervisor. If they cannot resolve the complaint, it will be escalated to the Executive Director. If the complaint is about the Executive Director, it will be handled by the Chair of the Board of Directors. Complainants will be kept informed of the status of their complaint, and the Food Bank will make every attempt to resolve escalated complaints within an additional 10 days, so that all complaints are resolved within a month of having been received. 

Documenting the Complaint

The Moose Jaw & District Food Bank will keep a record of information on all complaints received. Information includes a description of the complaint, the person who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution and any follow-up required. 

A summary of the complaints is provided annually to the Board of Directors for their awareness of the nature and number of complaints received by The Moose Jaw & District Food Bank.

How to Register a Complaint

Complaints may be made verbally in-person, or over the phone. Staff is available to take your call from 9 am to 2 pm each weekday, excluding statutory holidays. Please call 306-692-2911 and select option 3.

Complaints can be sent via email to endhunger@mjfoodbank.org, and written complaints can be mailed to:

The Moose Jaw & District Food Bank

270 Fairford St W

Moose Jaw, SK

S6H 1V6

Please be prepared to provide contact information to allow for follow-up.