• If the issue can be addressed personally do so

  > Resolved

• Feedback form filled in

1. Complaints Officer acknowledges and appoints a Contact Person

2. Call or Meeting with Contact Person to hear concern and determine a process

   1. Informal Process

      > Concern is heard and notes taken

      • Report provided to Exec

   2. Mediation

      > Mediator facilitates a conversation with support people if required

      > Agreed outcomes recorded

      > Report provided to Exec

   3. Formal Complaint

      > Formal Evaluation of Complaint

      • Person named in the complaint advised

      • Investigator appointed

      • Interviews held with written records

      • Investigator provides report to Exec or Board of Reference

      > Exec or Board of Reference makes determination on next steps

See the Complaints Policy for this process explained in detail.