Complaints Policy

Purpose

Our organization is committed to providing excellent service and maintaining open communication with our members and stakeholders. This complaints policy outlines the process for addressing any concerns or complaints raised by individuals.

Scope

This policy applies to all members, volunteers, staff, and stakeholders associated with our organization.

Procedure

1. Receipt of Complaints:

   • Complaints can be submitted in writing (email or letter) or verbally.

   • The complainant should provide relevant details, including their name, contact information, and a clear description of the issue.

2. Initial Assessment:

   • Upon receiving a complaint, the designated person (e.g.: Secretary) will bring the complaint to the next committee meeting.

   • The committee will assess the complaints validity and seriousness.

   • If the complaint is related to a specific incident, the complainant may be asked to provide additional information.

3. Investigation:

   • The committee will appoint an officer / designated person who will investigate the complaint promptly and impartially.

   • They may interview relevant parties, review documents, and gather evidence.

4. Resolution:

   • The organization aims to resolve complaints within a reasonable timeframe (e.g., 14 days).

   • Possible resolutions include:

     • Acknowledgment and apology

     • Corrective action

     • Explanation of the situation

     • Removal of members

     • Any other appropriate resolution

5. Communication:

   • The complainant will be informed of the investigation progress and the outcome.

   • If the complaint cannot be resolved immediately, the complainant will receive regular updates.

6. Escalation:

   • If the complainant is dissatisfied with the initial resolution, they can escalate the matter to the committee or ultimately to a church leader.

   • External mediation or arbitration may also be considered.

7. Record Keeping:

   • All complaints and their resolutions will be documented.

   • The organization will use this information to identify trends and improve its services.

Contact Information

For submitting complaints or seeking clarification, please contact the committee Secretary.