Complaints are handled by Kelowna Daily, owned and operated by Pacific Ridge Digital Media Inc., a British Columbia corporation (BC Registry Services company number BC1487293) with registered office at Suite 800, 1055 West Georgia Street, Vancouver, BC V6E 3P3, Canada. We treat every complaint as an opportunity to uphold our editorial standards and maintain the trust of Kelowna and Okanagan readers.
Who is responsible for handling complaints?
The Editor-in-Chief, Catherine Roy, bears ultimate responsibility for all complaint resolution at Kelowna Daily. Initial complaints are received and managed by the Standards & Fact-Checking Lead, Andrew Leblanc, who coordinates reviews with relevant editors. Catherine Roy oversees escalation and final decisions.
Andrew Leblanc (andrew.leblanc@kelownadaily.com, +1 604 555 0148) leads the fact-checking and source verification process and will assess the merits of each complaint. He works directly with the editorial team to ensure consistent adherence to our Editorial Policy.
How do I submit a complaint?
Send a detailed email to complaints@kelownadaily.com with the subject line “Complaint” followed by the topic (e.g., “Complaint: accuracy of municipal affairs article”). Include the article URL or specific content reference, a clear description of the issue, and any supporting evidence or links.
If the complaint concerns factual accuracy, source verification, or potential errors, mention that in your email so Andrew Leblanc can expedite review. For matters involving editorial judgement, privacy, or legal concerns, address the email to Catherine Roy directly at catherine.roy@kelownadaily.com. We acknowledge receipt of all complaints within two business days.
What happens after I submit a complaint?
Our Standards & Fact-Checking Lead, Andrew Leblanc, reviews the complaint and may consult the relevant editor — for example, Hannah Walsh (Municipal Affairs Editor) for city hall coverage, or Jessica Morin (Provincial Affairs Editor) for policy stories. We aim to complete an initial investigation within five business days and provide a substantive response within ten business days.
If the complaint identifies an error, we follow the process outlined in our Corrections Policy: we correct the record, add a correction notice, and update the article. For complaints about privacy or data handling, we refer to our Privacy Policy. All complainants receive a written explanation of the outcome and any steps taken.
Can I escalate a complaint if I’m unsatisfied?
Yes. If you are not satisfied with the initial response, you may escalate directly to Catherine Roy, Editor-in-Chief, by emailing catherine.roy@kelownadaily.com or calling +1 604 555 0143. Catherine will personally review the matter, conduct any further investigation needed, and issue a final decision.
Escalation should occur within 14 days of the initial response. In your escalation email, reference the original complaint correspondence and explain why you believe the resolution was inadequate. For complaints that involve editorial standards or policy, Catherine may consult the team described on our Contact page. For complaints related to sponsored content or advertising, see our Advertising and Affiliate Disclosure.
Our commitments
- Acknowledge every complaint within two business days of receipt via email.
- Investigate thoroughly with the relevant editor and fact-checking lead, applying our Fact-Checking Policy.
- Correct errors promptly and transparently in accordance with the Corrections Policy.
- Keep complainants informed of progress and final outcomes, with a written explanation for every decision.
- Respect privacy and confidentiality in accordance with our Privacy Policy and applicable Canadian law.