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Complaint Process |
Time Table |
1 |
Front line staff should listen to the client and refer complaint to the immediate supervisor. The name and contact number of the Executive Director should be given to the complainant if necessary. |
Immediately |
2 |
If the complaint is serious in nature, which might result in disciplinary or legal action, the supervisor or project manager should ask the complainant to give a written complaint. If the complainant is illiterate, the project manager should take down the complaint, and witnessed by another staff. The complaint should be reported to Management.
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Immediately |
3 |
If the complainant makes a scene and leave, the first contact of the agency should record the incident, including if possible the name and telephone number of the complainant, in a logbook, in English, where possible; otherwise in a language he/she feels comfortable with. The Program manager shall check the logbook at least once a month. Supervisor should initial and date after checking. |
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4 |
The Executive Director or the President should acknowledge the receipt of the complaint in writing to the complainant and the respondent (the staff or volunteer of OICS) |
Within 3 working days |
5 |
The Executive Director or President (as appropriate) will appoint an investigator(s). |
Within next 3 working days |
6 |
The investigator will forward a copy of the complaint filed by the complainant to the respondent. |
Within next 2 working days
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7 |
Interviews: the investigator shall interview the complainant, respondent and any witnesses, as well as review any appropriate documents |
Within next 5 working days |
8 |
The investigator shall analyze the collected data and prepare a report summarizing the findings and make recommendation of solution to the Executive Director or President (as appropriate). |
Within next 7 working days |
9 |
The Executive Director or President (as appropriate) will review the report, interview/re-interview any individual as necessary, and make a decision on whether the complaint can be substantiated, and if disciplinary action is warranted. |
Within next 7 working days |
10 |
In the case of a disciplinary action warrants more severe than a warning, or a repeated warning within a 12-month period, the Personnel & Administration Committee Chair should be notified. |
Within next 5 working days |
11 |
The Executive Director (or President, as appropriate) will notify the complainant and the respondent of the outcome of the investigation. |
Within next 5 working days |
12 |
If the complainant or the respondent is not satisfied with the Executive Director’s decision, he/she can appeal in writing to the President of the Board. The President’s decision is final. |
Within next 10 working days |
