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Complaint Handling Process
Always begin with the relevant policies and/or law
Has a breach occurred?
Check the process and timeliness
Jurisdiction:
Who has the mandate to address this matter?
Are the parties covered under “this“ policy?
Articulate IMPACT
What are relevant facts?
Are they reliable?
Questions To Ask:
Does this complaint trigger “the“ policy?
Have laws been potentially violated?
Am I the right person to handle this?
Do I have jurisdiction over these parties?
Have timelines been met?
What is the impact on the complainant?
Who needs to be involved to resolve this?
Do I have the consent of the party to take this further?
Where else do I go to sort out the “story“ & facts?
Duty of Fairness:
Parties have an opportunity to be heard, and to respond to allegations against them
Unbiased decision maker
Person who hears the case, must decide the case
Parties entitled to a reasoned opinion
Remedial not Punitive
