SMGH Foundation Privacy Policy & Complaint Policy


1. Introduction

The Strathroy Middlesex General Hospital Foundation ("SMGH Foundation") is dedicated to protecting the privacy of the contact information and other sensitive data of its directors, officials, employees, volunteers, members, customers, donors, and other stakeholders. We place a great priority on retaining the trust of our community partners, donors and the general public, and we recognise that doing so requires us to be transparent and accountable in managing the information shared with SMGH Foundation.

The SMGH Foundation frequently collects and uses the personal information of persons in the course of our numerous projects and activities. Anyone from whom we gather such information has the right to assume that it will be strictly protected and that their consent will be requested for any use or other transactions with it in any capacity. The SMGH Foundation's established privacy rules are oriented towards achieving this objective.

2. Personal Information and Its Collection

The term "personal information" refers to any information that can be used to distinguish, identify, or contact an individual. This data may include an individual's opinions or beliefs, as well as facts about or relating to the individual. Business contact information and certain publicly available information, such as names, addresses, and telephone numbers published in telephone directories, are not considered personal information.

SMGH Foundation may collect the following types of personal information:

  • Information that you provide when using the website's services. In order to access certain services on the website, you may be needed to provide personal information such as your name, address, telephone number, and email address.
  • When requesting a service, we collect your credit card, debit card, and bank account information (such as an online pledge or monthly donations).
  • Your customer service communication and general feedback supply us with information.

This policy does not apply to information in the public domain and non-personal information because it is not subject to privacy regulations.

SMGH Foundation considers the information to be business contact information, which is not protected as personal information, when customers, clients, or other individuals provide their residential contact information as business contact information. However, SMGH Foundation always consider donor and volunteer information to be personal information, and we never disclose donor or volunteer information without consent.

2.1. Non-Personal Information:

SMGH Foundation may collect non-personal information when you visit our website, such as a list of the pages you visited. In general, the website collects non-personal information from the following sources: server log files, cookies, and other technologies, as well as information that you voluntarily provide.

2.2. Cookies and similar technologies

  • The websites of the SMGH Foundation use persistent cookies within the browsers of visitors to enable site functionality and track site performance. Cookies are utilised in the following ways:
  • Preserving and expiring site visitor sessions (e.g. preserving data between steps of a process; and ending the session after a period of inactivity)
  • Preferences for font size are stored on the site.
  • Enabling web analytics tools (such as Google Analytics etc.)

Cookies are used without storing Personal Information and in an anonymous manner. To decline or selectively decline cookies, visitors who wish to opt out of receiving cookies should consult the browser's documentation. Note that disabling cookies could negatively affect site performance.

2.3. Server log files

The Internet Protocol (IP) addresses are unique numbers assigned by Internet Service Providers (ISP) to all devices used to access the Internet. Web servers automatically log the IP addresses of visitors to our website. However, the IP address, on its own, does not identify an individual.

2.4. Google analytics

The website of the SMGH Foundation uses Google Analytics to track performance. Google Analytics use persistent cookies to monitor visitor sessions, visitors across many sessions, and referring sites. Using Google Analytics, we also track the performance of promotional links to our website. According to the Google Analytics Terms of Service, personal information is never transmitted to Google Analytics. Note that Google Analytics keeps data in the United States and is subject to US law. We use this information to better comprehend the site's performance and serve you. To opt out of Google Analytics data gathering, users must install the Google Analytics Opt-out Browser Add-on.

2.5. Consent

When information is acquired, consent is necessary for the collection and intended use of an individual's personal information. Consent can be either explicit or implicit, and it can be given either directly by the individual or by a representation with their permission. consent can be expressed orally, electronically, or in writing. Implied consent is the consent that can be properly inferred from a person's conduct or inaction. Before divulging sensitive information to third parties, the consent of the individual is essential.

We acknowledge your right:

  • To know what purpose the information gathered might be used.
  • To know with what other entities the information gathered might be shared.
  • To a guarantee of reasonable security of any data collected.
  • To a guarantee of data accuracy and fidelity.
  • To access to data gathered to ensure accuracy and fidelity.
  • To choose not to be included in any use of the data unrelated to the stated purpose for which the data was collected.
  • To choose not to be included in any transfer of data to any third party for any use unrelated to the stated purpose for which the data was collected.

3. Use of Collected Information

a. The information obtained from you will be used to offer the desired services. The collecting of personal information is restricted to what is pertinent and required for our activities and fundraising efforts. b. SMGH Foundation does not sell, rent, trade, or otherwise disclose your personal information to other parties except to partner with other businesses to fulfil our services. We may share your personal information with third parties who perform services on our behalf in order to fulfil your requests. For instance, if you make a donation through credit card, certain personal information may be shared with our bank partner in order to process the credit card transaction. Personal information may be revealed to service provider maintaining the accounting of donations. As needed by law, additional disclosures may be made to other parties. c. Personal information shall not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law. Personal information shall be retained only as long as necessary for the fulfillment of those purposes.

4. How We Protect Personal Information Collected

We limit access to personal information to personnel and contractors of SMGH Foundation that need to know it in order to operate, develop, or upgrade our services. These individuals are bound by confidentiality duties and may face disciplinary action, including termination and criminal prosecution, if they breach these responsibilities.

SMGH Foundation shall maintain the confidentiality of all personal data collected. Physical and electronic safeguards are implemented to maintain the security of personal information. Access to donor and volunteer records shall be restricted to those who require such data to perform their duties. All records linked to anonymous donors must be afforded heightened security. Donor and volunteer records shall remain confidential after the contact with the individual has terminated.

When we share your information with business partners in order to fulfil your request and provide you required services, we ensure that these parties agree to do so in accordance with our instructions and with the necessary level of confidentiality and security.

The TLS protocol is used to encrypt and secure users personal information when they submit it to our website.

5. Policy Amendments

We reserve the right to update this Privacy Policy at any time. Your rights under this Privacy Policy will not be diminished without your permission. Any updates to our Privacy Policy will be made available on this page, with a more prominent announcement made if the update is substantial.

6. Inquiries

Questions, comments, or complaints about this Privacy Policy or SMGH Foundation’s treatment of personal information can be directed by sending an email at Your inquiry will be handled in confidence and will not be shared with anyone outside of SMGH Foundation, its service suppliers, and any boards responsible for governing or supervising the organization.

More information on privacy and your rights in relation to your personal information can be found on the privacy Commissioner of Canada's website,


1. Introduction

The Strathroy Middlesex General Hospital Foundation (the "Foundation or SMGHF") is committed to a high standard of conduct and ethical business practices. The Foundation recognizes that there may be concerns and complaints from Foundation's stakeholders occasionally, and we believe that the process for resolving such problems and complaints should be timely, fair, and respectful.

2. Purpose and Application

2.1. Purpose

This Policy aims to create a transparent and fair method of receiving and responding to external complaints.

2.2. Application

This Policy applies to the complaints from stakeholders of the Foundation, such as donors, beneficiaries, partners, other individuals, or organizations with an interest in the charitable purpose of the Foundation and who have concerns or complaints about the service, action, or lack of action by the Foundation, Directors, Officer, Staff or Volunteers acting on behalf of the Foundation.

3. Guiding Principles

  • The complaint review process is fair, impartial, and respectful of all parties.
  • It is in the best interests of all parties that complaints are resolved as quickly as possible and in a timely manner.
  • Complainants are given clear and understandable justifications for complaints-related decisions.
  • If a complainant is unhappy with the treatment or outcome, they are informed of their options to escalate their complaint to a more senior staff member.
  • During review processes, complainants receive updates.
  • Complaints are utilized to enhance services, policies, and procedures.

4. Complaint Process

4.1. Initial inquiry

Many concerns can be resolved easily and quickly, often at the time they arise, by speaking with your Foundation representative or by contacting the Foundation's general inquiries telephone line at 519-246-5906 or emailing at Foundation will acknowledge the receipt of your inquiry within two (2) business days and efforts will be made to resolve the matter within ten (10) business days. As determined by the Foundation, another staff member, officer, or Board member may be assigned to handle the inquiry.

4.2. Reporting a Compliant

If the matter cannot be resolved after the initial inquiry, a complaint should be escalated in writing or by email directly to the CEO at If the complaint is about the CEO, it will be handled by the Chief Operating Officer. The complainant (s) should be kept informed of the status of their complaint. Every attempt should be made to resolve escalated complaints within an additional ten (10) business days.

4.3. Good faith and provision of sufficient information

Complainants are expected to act in good faith and provide sufficient information to allow for the investigation of their complaints, including the date, time, location, individual(s) involved, and a description of the specific conduct or service quality issue(s).

5. Complaint Handling

5.1. Seeking additional information

The Foundation will investigate the complaint and may seek additional information from any Foundation officer, director, employee, contractor, witness, or stakeholder, as appropriate. The Foundation's response to a specific allegation will depend on the nature of the alleged infraction.

5.2. Investigations

Each complaint is unique, but the Foundation will treat any allegation reported in accordance with this Policy with respect and discretion. The Foundation will take reasonable corrective or disciplinary action if the facts so warrant. The Foundation may report to the appropriate authorities any complaints alleging criminal conduct.

5.3. Reporting

Subject to the timeframes outlined in section 4 of this Policy, the Foundation will respond as quickly as possible after the matter has been reviewed and a determination has been made. The complainant will be informed of the investigation's conclusion, while the privacy rights of the individuals involved will be respected.

5.4. Anonymous Allegations

The comprehensive investigation frequently relies on the capacity to acquire supplementary data. The Foundation strongly encourages individuals filing complaints to provide their names while submitting their enquiries. The Foundation will endeavour to investigate anonymous queries to the fullest degree feasible but will carefully consider the wisdom of pursuing an investigation considering the probability of substantiating the facts or circumstances through verifiable sources.

5.5. Board reporting

A summary of the complaints received and disposed of, including number and type, will be reported annually to the Foundation's Board of Directors.

6. Policy Review

The Governance Committee/Board of Directors shall conduct periodic reviews of this Policy at least once every five (5) years. The Governance Committee shall present any recommended changes, modifications, or deletions of the provisions of this Policy to the full Board of Directors at its regularly scheduled meeting following the Committee's review.