Grievance and Complaints Policy

Grievance and Complaints Policy

 Guided by our commitment to transparency, accountability, responsible business practices, and our ongoing B Corp commitments, this Grievance Policy establishes a clear process for raising concerns.

Purpose

DIALOG is committed to maintaining transparency and accountability in all aspects of our work. This Grievance Policy outlines the process for external stakeholders to raise concerns about our practice, conduct, or operations. It also informs how DIALOG will review, investigate, and resolve these in a fair and timely manner.

Who is this for?

This policy applies to all our external stakeholders, including:

  • Clients, industry partners and collaborators;
  • Suppliers, vendors, and subconsultants; and
  • Community members or groups that may be impacted by our work.

DIALOG employees and internal stakeholders are encouraged to use DIALOG’s internal Whistleblower Policy and Procedure to raise their grievances, separate from this process.

This Grievance Policy and the provisions contained within do not apply where:

  • An external stakeholder has commenced or threatened to commence legal proceedings against DIALOG.
  • An external stakeholder has caused or threatened to cause reputational damage to DIALOG.

Further, this process will not investigate issues not related to DIALOG’s conduct, internal matters not relevant to third parties, or project matters that should be addressed through mechanisms described under the applicable project agreement.

Grounds for Submitting a Grievance

External stakeholders may submit a grievance relating to:

  • Unethical conduct such as bribery, fraud, and corruption;
  • Health and safety concerns;
  • Breach of policy or stated organizational commitments; and
  • Discrimination, harassment, or inappropriate behaviour by a DIALOG representative.

How to Submit a Grievance

You may submit grievances through the following email address: Grievances@dialogesign.ca

To support an effective review, we ask that you provide the following information:

  • Your name and contact information;
  • Your relationship or means of interaction with DIALOG;
  • Description of the issue and relevant dates;
  • Individuals involved (if known); and
  • Supporting documentation (if available).

Grievance Review Procedure

Once a grievance is submitted through the designated email, we will undertake the following process with targeted timelines:

Step 1 — Acknowledgement (within 5 business days)

We will confirm receipt of the grievance, identify the assigned reviewer, and outline next steps.

Step 2 — Initial Assessment (within 10 business days following Step 1)

We will determine if:

  • The grievance falls within the scope of this policy;
  • Additional information is required; and
  • An investigation is warranted.

We will inform you of the outcome of this assessment. If the grievance is not accepted under this policy, we will provide a written explanation outlining the rationale.

Step 3 — Investigation (within 30 business days following Step 2)

If an investigation is required, it may include document review, interviews, third party consultation, or site assessment. If the matter is complex or requires more time, we will provide an update and revised timelines.

Step 4 — Resolution & Response (within 45 business days following Step 3)

Once the review is complete, we will provide you with details of the outcome, including:

  • A summary of findings;
  • Steps taken to address the issue; and
  • Any corrective or preventive actions.

Resolution

We are committed to communicating investigation outcomes in a clear, transparent, and timely manner. Depending on the nature and severity of the issue, resolution may include policy changes, trainings or process improvements, or disciplinary measures where applicable. These actions aim not only to address the immediate concern but to help prevent similar issues from occurring in the future.

Whistleblower Protection

DIALOG is committed to a process where external stakeholders can raise concerns without fear of retaliation. Any individual who reports a grievance or suspected wrongdoing in good faith is protected under this policy.

Retaliation includes, but is not limited to intimidation, threats, defamation or reputational harm. If you believe you have experienced retaliation as a result of raising a concern under this policy, you are encouraged to report it immediately.

Any act of retaliation will be treated as a serious violation of this policy. Individuals found to have engaged in retaliatory behaviour may face appropriate consequences, including disciplinary action, termination of employment, or the severing of business relationships with DIALOG, if applicable.

Confidentiality

DIALOG will make every reasonable effort to maintain confidentiality throughout the process and protect the identity of any individual who raises a grievance. Protective measures include:

  • Restricting access to information to authorized personnel only;
  • Secure storage and handling of all grievance‑related records; and/or
  • Separating whistleblower identity from investigation documentation whenever feasible.

However, confidentiality cannot be guaranteed especially in circumstances where disclosure is required by law or necessary to ensure a fair and thorough investigation.

Record Keeping

All grievance records, including submissions, assessments, investigation notes, and resolutions, will be documented and securely retained for 3 years. Access to these records will be limited to authorized personnel in accordance with privacy and record‑management requirements.

This policy will be reviewed every 2 years, or sooner if required, for it to remain current, effective, and aligned with best practices.