External Complaints Policy

Approved by the Board of Directors: March 6, 2026.

1. Purpose

The Disability Screen Office (DSO) is committed to fostering an inclusive, accessible, and respectful Canadian screen industry where disabled creatives can fully participate and thrive. This External Complaints Policy establishes a clear, accessible, and transparent process for external stakeholders to raise concerns about DSO’s programs, services, research, resources, or conduct.

2. Scope

This policy applies to external stakeholders, including but not limited to:

• Disabled creatives and industry participants
• Partner organizations and funders
• Researchers, consultants, and collaborators
• Members of the public engaging with DSO programs, resources, or services

This policy does not apply to internal human resources matters, which are addressed through separate internal policies.

3. Guiding Principles

DSO’s complaints handling process is grounded in the following principles:

• Accessibility: Multiple accessible formats and accommodations are available upon request.
• Respect and Dignity: All complainants are treated with respect and without fear of retaliation.
• Fairness and Objectivity: Complaints are reviewed impartially and consistently.
• Timeliness: Complaints are acknowledged and addressed promptly.
• Confidentiality: Information is handled sensitively and shared only as necessary to address the complaint.

4. What Constitutes a Complaint

A complaint is an expression of dissatisfaction related to:

• DSO programs, services, research activities, or resources
• Accessibility practices or barriers
• Communications or interactions with DSO representatives
• Perceived failure to act in accordance with DSO’s stated values or commitments

Feedback, suggestions, or general inquiries that do not express dissatisfaction are not considered complaints under this policy.

5. How to Submit a Complaint

Complaints may be submitted in the following accessible ways:

• Online: Via the complaints form on DSO’s website
• Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
• Alternative formats: Including phone, video, or written formats upon request

The DSO will provide reasonable accommodations to ensure equitable access to the complaints process.

6. Complaints Handling Process

• Acknowledgement: Complaints are acknowledged within 5 business days of receipt.
• Review: The complaint is reviewed by DSO management or a designate not directly involved in the matter.
• Response: A written response outlining findings and any actions taken is provided within 20 business days, where possible.
• Escalation: If a complainant is not satisfied with the response, they may request escalation to the Executive Director or Board Chair.

7. Record-Keeping and Reporting

The DSO maintains a confidential log of all external complaints, including:

• Nature of the complaint
• Date received and resolved
• Actions taken

8. Board Oversight

Beginning in March 2026, management will present at least once in a calendar year a nil or summary report to the Board of Directors. Where complaints have been received, the report will detail high-level themes, resolution status, and any systemic or policy implications. The Board or a delegated Committee will review and approve this policy every five years, regardless of complaint volume.

9. Non-Retaliation

The DSO strictly prohibits retaliation against any individual who raises a complaint in good faith.

10. Public Availability

This policy is posted in a readily accessible location on DSO’s website.