Diabetes Canada is committed to helping people with diabetes live healthy lives while we work to find a cure, and we strive to provide excellent service.

We recognize that on occasion there may be concerns about our programs and services. We value your input and would encourage you to take the time to provide feedback.

If you have a complaint or concern that you wish to bring to our attention, there are a variety of ways you may contact us:

  • By telephone:

1-800 BANTING (226-8464)

(Our Call Centre is open Monday to Friday 7:30 a.m. to 6:30 p.m. EST.)

  • By e-mail:

Diabetes information or services-related: info@diabetes.ca

Donor-related: donation@diabetes.ca

  • By mail:

Diabetes Canada
1400-522 University Ave.
Toronto, ON M5G 2R5

Examples of complaints include but are not limited to:

  • Perceived failure to do something agreed upon;
  • Failure to observe policy or procedures;
  • Error made by an employee/volunteer; or,
  • Unfair or discourteous actions/statements by an employee/volunteer.

When we receive a complaint

We will work conscientiously to address concerns, find solutions to problems and correct mistakes. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, and provide you with a response.

From time to time we receive complaints that do not relate directly to something for which Diabetes Canada is responsible. As a charity, we have limited resources and must use these in the most effective way possible. We may, therefore, choose not to respond to a complaint when:

  • A complaint is about something to which Diabetes Canada has no direct connection;
  • Someone unreasonably pursues a complaint to which we have already responded. While a complaint may be escalated, we may choose not to reply again and we will always inform you of our decision to do this;
  • A complainant is being obviously abusive, prejudiced or offensive in their manner;
  • A complainant is harassing an employee;
  • A complaint is incoherent or illegible;
  • A complaint has clearly been sent to us and numerous other organizations as part of a bulk mailing or e-mail.

Diabetes Canada cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

For complaints of a serious ethical nature, please see our Whistleblower Policy.

On behalf of Diabetes Canada, we thank you for your ongoing support.

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Your donation will ensure research never stops – help End Diabetes Now.