Complaints policy

Rationale

CSSITO recognises the importance of having a policy relating to external complaints that are made against it or the people that have official roles within the organisation (including Directors, contractors, Grants Assessment Panel members).

Purpose

To have a fair policy that treats external complaints seriously and enables the organisation to respond appropriately.

Policy

This policy takes effect when the parties involved have been unable to resolve the issue between them in the first instance.

The complaints policy will be exercised in a way that will ensure any person/organisation complaining has the opportunity to be heard and treated fairly.

All parties have the right to have support present.

If CSSITO receives an external complaint the following procedure is to be followed:

• Where a complaint is made about the Executive Officer, the Board Chair will be informed as soon as possible. The Chair will then manage the complaint, or delegate this to another Board member.

• Where a complaint is made about another person acting in a formal role for CSSITO (which may include another contractor, a Grants Assessment Panel member or a shareholder), or about the organisation in general, the Executive Officer will notify the Chair as soon as practicable. The EO will manage this complaint.

• Where the complaint is about a member of the Board, the person taking the complaint will notify the Chair and Executive Officer as soon as practicable. If the complaint was about the Chair the EO would notify another Board member. The Chair or Board member may manage the complaint themselves or direct the EO on what action to take.