Introduction: Complaints include how a person is treated, including being bullied or harassed.

Scope: Applies to all staff, volunteers, and clients.

Confidentiality: All grievance procedures are confidential. An exception is official bodies that have a right to the information.

Roles and responsibilities: All complaints should be made in good faith.

Informal stage: Many complaints can be resolved informally. This option should be attempted first.

Formal process: The person should write down the complaint. The complaint should suggest a solution. The person should give the complaint a relevant staff member.

Investigation: An investigation should be performed before any grievance hearing is held.

Hearing: The complainant should arrange a hearing with either staff or board.