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The YMCA of Hamilton|Burlington|Brantford is committed to service excellence in the delivery of YMCA programs, services and supporting our charitable mandate.
We recognize that from time to time there may be concerns or complaints and that you need mechanisms to do so. This policy is intended to create a transparent, timely, and fair method of responding to complaints.

Informal Complaint
If you have a complaint or concern, you are encouraged to discuss the matter with the staff who is most connected to the concern/situation, either in person, by phone, or by email. If your complaint is not resolved or if you are uncomfortable discussing the issue with the relevant person, you can inform the supervisor, manager, or General Manager for the program or service. This informal process can be used to resolve many inquiries or matters of simple error that can be corrected to your satisfaction. 
Formal Complaint
If you have been unable to resolve your concern through the informal process described above, a formal
complaint may be made in writing to:

c/o Vice President, Communications
YMCA of Hamilton/Burlington/Brantford
79 James St South, Hamilton, ON L8P 2Z1
or via email to feedback.hbb@ymcahbb.ca
Please provide your contact information, as the YMCA will not respond to anonymous complaints. If you
are unable to register the complaint in this manner due to a disability, you may contact the YMCA to
request accommodation, which will be provided appropriate to your needs and circumstances.
Accessibility Complaint
If your concern is about an accessibility matter related to compliance under AODA, please email hbb.accessibility@ymcahbb.ca