Civic Maple (civicmaple.com) is committed to maintaining the highest standards of journalistic integrity and accountability. If you believe we have published inaccurate, misleading, or otherwise problematic content, we encourage you to submit a formal complaint so we can investigate and respond promptly.
Who is responsible for handling complaints at Civic Maple?
Complaints are initially reviewed by the Standards & Fact-Checking Lead, Oliver Bennett, who oversees all formal grievance procedures. Oliver Bennett (oliver.bennett@civicmaple.com, +1 416 555 0196) is the primary point of contact for complaints related to factual errors, editorial standards, or breaches of our Editorial Policy. Maple Lane Media Inc., the Ontario corporation (Ontario Business Registry number 1002847593) that owns and operates Civic Maple, holds ultimate responsibility for all complaint resolutions.
How do I submit a complaint to Civic Maple?
Submit your complaint in writing to complaints@civicmaple.com. Please include the full URL or headline of the article in question, a clear description of the issue, and any supporting evidence or sources. If your complaint concerns a specific factual error, you may also use the Corrections Policy page for a faster track. For general inquiries, use info@civicmaple.com; for sensitive matters, use legal@civicmaple.com.
What happens after I submit a complaint?
Oliver Bennett or a designated member of the editorial team will acknowledge receipt within two business days. The complaint is logged, assessed for merit, and investigated by the relevant editor or fact-checker. If the complaint involves a factual error, the Fact-Checking Policy procedures are followed. You will receive a substantive response within ten business days, including any corrective action taken or a reasoned explanation if no action is warranted.
Can I escalate my complaint if I am not satisfied with the initial response?
Yes. If you are dissatisfied with the outcome of the initial review, you may escalate your complaint directly to the Editor-in-Chief, Jonathan MacDonald (jonathan.macdonald@civicmaple.com, +1 416 555 0191). Jonathan MacDonald will conduct a final internal review of the matter, consulting with the Managing Editor, Rebecca Thompson, and the Standards & Fact-Checking Lead as needed. A final written decision will be issued within fifteen business days of escalation.
What types of complaints does Civic Maple accept?
Civic Maple accepts complaints regarding factual inaccuracies, misleading headlines or summaries, breaches of our Editorial Policy, undisclosed conflicts of interest, violations of our AI & Automation Policy, and any content that may cause harm or distress. We also accept complaints about the conduct of our journalists or editors. All complaints are treated confidentially and in accordance with our Privacy Policy.
How does Civic Maple ensure complaints are handled fairly?
All complaints are logged in a secure internal system and reviewed by at least two members of the editorial team. Oliver Bennett, as Standards & Fact-Checking Lead, ensures that each complaint is evaluated against our published standards, including the Sources & Standards page and the Fact-Checking Policy. No commercial or political considerations influence the outcome. If a correction or clarification is warranted, it is published prominently and linked from the original article.
Our commitments
- We will acknowledge every complaint within two business days and provide a substantive response within ten business days.
- We will investigate all complaints thoroughly, impartially, and in accordance with our published editorial and fact-checking policies.
- We will correct any verified errors promptly and transparently, with a clear note on the original article linking to the correction.
- We will protect the confidentiality of complainants and never retaliate against anyone who submits a complaint in good faith.
- We will maintain a permanent, auditable record of all complaints and their resolutions for accountability and continuous improvement.