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Complaints Policy ​ Policy Statement This policy, guiding principles and procedures apply to complaints received by Food Banks BC about all aspects of our operations, including activities, service, staff and volunteers. It also applies to complaints received by Food Banks BC about the activities, service, staff and volunteers of our member Food Banks throughout the province. While Food Banks BC is not a regulatory or supervisory body, it is an expectation of Food Banks BC that the staff and volunteers of both Food Banks BC and Member Food Banks abide by the Food Banks BC Code of Conduct and Commitment to Ethics and will apply those standards in the resolution of complaints. Guiding Princip les All complaints will be dealt with promptly and resolved as quickly as possible. Review of complaints will be fair, impartial and respectful of all parties involved. Complaints will be directed to the person or service provider most able to directly and expeditiously address the conce rn. Complainants will be provided the basis for decisions and outcomes relating to their complaint. Complaints will be used to assist in improving service, policies and procedures. Complaints A complaint is an expression of dissatisfaction or concern about the service, action or lack of action by Food Banks BC or a Member Food Bank. Examples may include (but are not limited to); Perceived failure to deliver agreed-upon services, Failure to uphold policies and procedures, Error made by staff member or volunteer, Unfair or discourteous conduct by a staff member or volunteer. Complaints will be received from those individuals who are personally and directly affected by the action and complainants will be expected to identify themselves when bringing forward their complaint. Food Banks BC will not retaliate against individuals who make good-faith complaints. Complaint Receipt A complaint may be received verbally (by phone or in person) or in writing (by mail or email). Any representative of Food Banks BC who receives a complaint should direct the complaint to the Executive Director who will determine the most appropriate person (which may be a Food Banks BC staff or board member, or someone external to the orga nization) to handle the complaint and redirect it to that person, letting both the recipient and the complainant know about this action undertaken. The person to whom the complaint has been directed for resolution is most fre quently the one with the specific knowledge and capacity to address the issue. It is the responsibility of the person in the food banking organization who is receiving the complaints for action to either resolve it or undertake to find a resolution from a source most able to address it. Resolution Complaints received should be acknowledged within 2 business days and if possible, staff should undertake to begin resolution within that same timeframe. Every effort should be made to resolve complaints in a timely fashion. For complaints regarding a member organization, Food Banks BC will request that the member organization provides details to Food Banks BC about how and when the complaint will be resolved. Documentation Food Banks BC will keep and maintain a complaint tracking system. At Food Banks BC basic information must be recorded immediately as the complaint is received in order to help with accuracy, accountability and understandin g of the complaint. Information recorded will include; The name of the complainant and their contact information, A brief description of complaint and source of concern, The name of the receiver of the complaint, any referrals for resolution, Outcome if determined, and Time frame. An annual summary of complaints will be presented to the Board of Directors of Food Banks BC, which will include the number, type, and disposition of the complaints received over the previous 12 months, in sufficient detail for board members to understand the overall nature and impact of complaints received.

VOLUNTEER Volunteering is a great way to give back to your community and is an essential part of how food banks run. If you would like to volunteer at your local food bank, please go to our Find a Food Bank map to locate and connect with the food bank in your area.

Food Donations To make a food donation, please go to the Find a Food Bank page t o connect directly with the food bank in your community. ​ Corpora te Food Donations If you are a company or organization looking to make a larger food donation, please contact our Manager, Food Programs, Sherri Binks Top 10 Requested Items

Contact Us Tel: 604-498-1798 Toll free: 1-855-498-1798 Fax: 604-498-1795 info@foodbanksbc.com ​ Suite 302 – 12761 16th Avenue Surrey, BC V4A 1N2 ​ Monday to Thursday 9:00 am – 4:30 pm (operating hours may vary) ​ ​ For media inquiries, please click here Full Name Email Write a message Submit Thank you for your message. Do you have a concern or complaint? We recognize that from time to time there may be inquiries, concerns or complaints and we believe that our stakeholders have the right to tell us about them. To share your feedback please contact the Food Banks BC office by calling or filling out the form above. Alternatively, you can contact the Food Banks C anada Customer Experience Hotline at 1.877.280.0329 or EMAIL Click here to read the Food Banks BC Complaints Policy. ​ ​​

Sysco's Kick One In Program Taking Action Against Hunger Sysco's priority is to fight hunger and increase food security in the local communities we serve. With Sysco’s Kick One In program, you can donate below, with the proceeds being provided directly to eliminate hunger and make nutritious food available in your local community. This is one way that we’re connecting the world to share food and care for one another. To learn more about Sysco please visit www.sysco.ca

Code of Ethics The Ethical Food banking Code Food Banks BC and its members believe that everyone in BC has the right to physical and economic access, a t all tim es, to sufficient, safe, and nutritious food which meets their dietary needs and food preferences. As part of this commitment, Food Banks BC and its members and associated agencies agree to abide by the following set of ethics: ​ ​​ ​ Provide food and other assistance to those needing help regardless of race, national or ethnic origin, citizenship, colour, religion, sex, sexual orientation, gender identity, gender expression, income source, age, and mental or physical ability. Treat all those who access services with the utmost dignity and respect. Implement best practices in the proper and safe storage and handling of food. Respect the privacy of those served and will maintain the confidentiality of personal information. Not sell donated food. Acquire and share food in a spirit of cooperation with other food banks and food programs. Strive to make the public aware of the existence of hunger, and of the factors that contribute to it. Recognize that food banks are not a viable long-term response to hunger and devote part of their activities to reducing the need for food assistance. Represent accurately, honestly, and completely their respective mission and activities to the larger community.

Become a Member Food Banks BC comprises of over 100 member hunger relief agencies. Our members can be found in all corners of the province and in communities from Valemount to Vancouver or Sparwood to Surrey. As we see an increasing need for the services of food banks, Food Bank BC serves to support those who are undertaking this important work. Click below to learn more about membership. Learn More

Food Banks BC is the provincial association of food banks. Our membership is comprised of over 100 hunger relief agencies throughout British Columbia. We support our members and other agencies through the provision of resources that assist their efforts to tackle hunger in communities they represent. This is achieved through the distribution of food and financial donations, providing access to training and capacity building prog rams, networking opportunities, and as a representative voice to speak to the needs of food banks as well as the hundreds of thousands of British Columbians who face ongoing food insecurity. The role of Food Banks BC has significantly expanded in recent years. We are working with an increasing number of donors, government agencies, non-profits, and other stakeholders, and through this expanding network, we are broadening the scale and scope of our work, and reaching more people than ever before. Beyond our membership, we work with numerous agencies that specialize in providing food access support to equity-deserving groups, including racialized populations, refugees, Indigenous communities, seniors, and migrant workers. The work of hunger relief is critical and it’s the immediate priority we all share. Looking forward, we need to shift from hunger relief to systems change. Upstream solutions that seek to reduce and, eventually, eliminate the need for charitable food. Food Banks BC is committed to supporting the need to for urgent hunger relief services now, while taking the necessary actions to eliminate the need for these services altogether and working towards a hunger-free British Columbia. ​ ​ Food Banks BC is a member of Food Banks Canada . Who we are and what we do Vision + Mission Our Vision A hunger-free British Columbia ​ Our Mission To relieve hunger today and prevent hunger tomorrow for all British Columbians ​ Click here to view our Strategic Plan. Our Values Integrity We are honourable, inclusive, respectful, and trustworthy ​ Dignity We see and respect the inherent value and worth of every British Columbian ​ Accountability We are accountable to our members and transparent in our dealings with all stakeholders ​ Collaboration We share and work with our stakeholders and each other collaboratively towards common goals ​ Equity We advocate for and believe in equitable access to food for all British Columbians ​ Responsiveness We adapt and respond appropriately to changing conditions with timeliness, flexibility, and innovation Spirit of Giving Award As the Provincial Association of food banks in British Columbia, we see countless acts of kindness and generosity through the work of our member agencies and those who support their cause. So much of this goes unnoticed, so we want to acknowledge the contributions of these everyday superheroes. Launched in 2022, the Food Banks BC Spirit of Giving Award is an annual award that recognizes the significant contributions of individuals and community partners who have demonstrated their commitment to supporting food banks or hunger relief in British Columbia. Community Partner Award Recipients ​ BC Liquor Distribution Branch Susan Byrom - First West Credit Union Anne Penman - CBC ​ Agency and Individual Award Recipients​ The Salvation Army Pentiction ​ Sandra Cascaden - St. Joseph's Food Bank Lillian - Kamloops Food Bank ​

FAQ WHO CAN USE A FOOD BANK? Most of our members register their clients so that they can keep records of who is using their services and ensure that food is distributed equitably. Each member is a separate charitable organization that will have unique requirements based on their own community. Find out more about the food bank in your community. ​ AREN’T FOOD BANKS JUST A CRUTCH? Most food banks in our province are able to supply about 3 or 4 days’ worth of food every 2 weeks for their clients. This amount of food makes all the difference in feeding their family when the rest of their meagre budget has been used up by things like transportation, clothing and extra school costs for their children. Without this boost, many people in our communities would be hungry. ​ IS FOOD BANKS BC A FOOD BANK? No, we represent and support the 100 food banks across our province. Did you know that close to half of these members cannot afford any paid staff; they are run completely by volunteers? Some do not even have a computer system to keep track of clients or donations. When you support Food Banks BC it means that we can stand in the gap for these food banks, making sure that they can be effective in their own communities helping everyone who turns to them when there is nowhere else to go. ​ DO FOOD BANKS NEED VOLUNTEERS? Yes, volunteering is an essential part of how food banks run. Check to see if there is a food bank that might need your help or if you are interested in helping Food Banks BC, please call 604-498-1798 or email (this links to info@foodbanksbc.com email) ​ WHAT ARE FOOD BANKS BC SHARING COUPONS? Local food banks place our BC Share coupons at check-out stands. Then every shopper has the opportunity to scan one of these to add $2.00 to their purchase. The grocery store then keeps this money for the local food bank and they are able to use this fund to purchase the necessities for their clients. Last year we raised close to $1 million dollars through BC Share coupons and food banks were better able to provide healthy, fresh food to their clients. ​ WHAT DO I DO IF MY QUESTION ISN’T LISTED HERE? Ask us! You can reach us at 604-498-1798 or via email.

Staff Dan Huang-Taylor Executive Director EMAIL Christine Ryan Manager of Operations EMAIL Sherri Binks Manager, Food Programs EMAIL Nick Johnson Manager, Member Services EMAIL Marina Heidt Financial Clerk EMAIL Katie Orr Provincial Manager, National Standards EMAIL Natalia Ribeiro Administrative Coordinator EMAIL Shanille Samra Financial Controller EMAIL Board of Directors Food Banks BC is governed by a volunteer board of directors, elected by the membership annually. The board is comprised of community representatives and representatives from our food bank network: Hajira Hussain, Chairperson Gordie Hogg Lucille Gnanasihamany Mike Olson Treska Watson, Vice Chairperson Leventine Adams Mavis A. Erickson Scott Nicoll, Past Chair Cathy Chaplow, Treasurer Lindsay Miles-Pickup Mike Cooke Sydney Goodfellow (she/her)

Financials Food Banks BC T3010 Filings on CRA View 2023 Financial Statements View 2021 Financial Statements View 2024 Financial Statements View 2022 Financial Statements View 2020 Financial Statements View

Programs Food insecurity and food acce ss are complex issues. Social policy, systemic racism, climate change, geography, and colonial food systems are just a few of the contributing factors that have created this increasingly critical situation we face as a society. Food Banks BC is grateful to the Provincial Government and donors for their support in helping Food Banks BC conduct important work to alleviate hunger , particularly among people and communities that are disproportionately impacted by poverty and hunger. School Nutrition Pilot Program Learn more Emergency Food Support Learn more The Resilient North Project Learn more Perishable Food Refrigeration Learn more Agency Relief Fund Learn more