This section is an essential tool that allows us to maintain quality services and continuously improve our practices. Filing a complaint helps identify problematic situations, implement corrective measures when necessary, and ensure fair and equitable treatment for all individuals involved.

This online form allows you to submit a written complaint in a simple and secure manner, regarding any subject or department at Mira. Each complaint is received with respect and handled impartially and confidentially, in accordance with our complaints management policy. To enable proper analysis, we encourage you to provide complete, factual, and sufficiently detailed information. You will be informed of the follow-up actions taken in accordance with the established process.

Eligibility Criteria

For a complaint to be considered, it must:

• be addressed to the manager of the relevant department (otherwise, it will be redirected);

• include your complete contact information;

• be based on precise and sufficiently detailed facts (dates, individuals, impacts);

• be submitted within a timeframe that allows for appropriate action.

Handling Procedures

Preliminary review: The complaint will be assessed for admissibility. If deemed inadmissible or unfounded, you will be notified by email. If deemed valid, an investigation will be conducted and recommendations issued. You will receive the conclusions and any corrective measures, if applicable.

Appeals (15-day period)

If you disagree with a decision, you may request a review within 15 days by: (1) the department director, (2) the Executive Director, and then (3) the Chair of the Board of Directors. The case is considered closed when the decision is accepted, no appeal is submitted within 15 days, or no further right of appeal exists.*

*In accordance with Assistance Dogs International (ADI) standards, if the internal resolution does not succeed, you may write to the ADI Executive Director via their form. ADI will encourage Mira to resolve the matter according to its established process, but does not conduct mediation.

Confidentiality and Recordkeeping

Complaint information is confidential and shared only with individuals involved in the review process. The complete file (complaint, supporting documents, report, decisions) is securely maintained and archived by Mira.