COMPLAINTS HANDLING POLICY
|
|
- Jason Gardner
- 6 years ago
- Views:
Transcription
1 COMPLAINTS HANDLING POLICY ORIGINAL FRENCH VERSION ADOPTED BY THE BOARD OF DIRECTORS MARCH 30, 2015 *English translation provided for information purposes only. Complaints Handling Policy (Adopted ) Page 1 of 8
2 TABLE OF CONTENTS 1 GUIDELINES OBJECTIVE SCOPE DEFINITION OF TERMS COMPLAINTS HANDLING COMPLAINTS RECEIVING COMPLAINTS MINIMUM INFORMATION REQUIRED FOR A FORMAL COMPLAINT ACKNOWLEDGEMENT OF THE COMPLAINT PROCEDURE FOR HANDLING COMPLAINTS PROCEDURE FOR APPEALING COMPLAINT FINDINGS PREVENTIVE ACTION ACCOUNTABILITY COMPLAINT FILE REPORTING TO THE BOARD RESPONSIBILITIES BOARD OF DIRECTORS BOARD CHAIR HUMAN RESOURCES COMMITTEE GENERAL MANAGEMENT LIST OF CHANGES... 8 Complaints Handling Policy (Adopted ) Page 2 of 8
3 1 GUIDELINES 1.1 OBJECTIVE This policy aims to ensure the adequate response to comments, suggestions and recommendations issued by internal and external parties related to the organization and thus improve the organization s response within the community. The policy covers complaints from all parties, including Elder Friends, volunteers, donors, employees and people of the community who are served by the organization. It establishes a fair and efficient procedure to handle all complaints. More specifically, it is intended to support the receipt of complaints, the creation and progress of the complaint file, and the satisfactory resolution and compiling of the complaints to enable constant improvement and prevent further occurrence of the cause of the complaint. 1.2 SCOPE This policy applies to all employees and volunteers of the organization and extends to all activities, teams and chapters. 1.3 DEFINITION OF TERMS COMPLAINTS A complaint expresses dissatisfaction with a physical person or legal entity regarding an action that was taken or omitted by members of the organization. A complaint may be formulated verbally or in writing. For policy purposes, a complaint constitutes the expression of at least one of the following three elements: An allegation involving a Little Brothers member, employee or volunteer The identification of potential or real harm that may have been sustained by the complainant A claim for corrective action. An informal procedure aimed at correcting a particular problem, when in fact the problem is handled and resolved within the context of the organization's regular activities, without the individual having to file a formal complaint, does not constitute a complaint. A complaint is considered to be informal when it is formulated verbally, unless the complainant specifies otherwise or is unable to file the complaint in writing. Complaints Handling Policy (Adopted ) Page 3 of 8
4 A complaint is considered to be formal when it is submitted in writing to a team leader (coordinator or manager) or to General Management. 2 HANDLING COMPLAINTS 2.1 RECEIVING COMPLAINTS The individual who wishes to file a complaint may do so by mail at the following address: Little Brothers Head Office 4624 Garnier Street, Montreal, Quebec H2J 3S7 by generalmanagement@littlebrothers.ca by telephone: ext. 229 If the complaint concerns General Management, it may be forwarded to the Chair of the Board of Directors at boardchair@littlebrothers.ca. Complaints will be handled in the strictest confidence. Employees who receive a formal complaint must forward the complaint to the General Management as soon as it is received, together with a completed incident report form to provide background information regarding their receipt of the complaint MINIMUM INFORMATION REQUIRED FOR A FORMAL COMPLAINT A formal complaint must include the following information about the situation and the person filing the complaint: First and last name, or official name in the case of a legal entity; Mailing and address (if possible); Telephone number; Subject of the complaint; A description of the cause of the complaint, the persons involved, and when it occurred (date and time if possible), if applicable; A description of the harm or possible harm sustained, the allegation made and the corrective measure requested, if applicable; The signature of the person filing the complaint or their representative; The date the complaint was filed. 2.2 ACKNOWLEDGEMENT OF THE COMPLAINT Complaints Handling Policy (Adopted ) Page 4 of 8
5 Within three business days following the receipt of a formal complaint, General Management will send an acknowledgement to the complainant that includes the following elements: A summary of the contents of the complaint as received; In the case of an incomplete complaint, a request for additional information that must be answered by the complainant within a determined timeline, failing which the complaint will be considered to be discontinued; The name and contact information of the person in charge of handling the complaint; A copy of the Complaints Handling Policy; A notice advising the complainant of their right to appeal if they are not satisfied with the resolution or handling of the complaint. A copy of the acknowledgement will also be forwarded to Human Resources for monitoring and follow-up purposes. 2.3 PROCEDURE FOR HANDLING COMPLAINTS As soon as a complaint is received, a complaints handling process is initiated. The person responsible for handling the complaint must make sure they have all the relevant information on hand, including the policies and guidelines currently in effect and all other documents related to the reported complaint. The complaint handler may ask the complainant for additional information if they deem the complaint to be incomplete. The complaint handler will then gather information from the persons involved in the situation to better understand all the facts and to be able to render an informed decision. If the information is deemed unsatisfactory, further interviews or analysis may be undertaken to ensure that all relevant information has been collected. In certain cases and to better manage the situation, the complaint handler may request assistance from specialists. The complaint handler must also make sure that appropriate measures have been implemented to contain the situation and inform other parties who may be affected by the complaint. The complaint handler may also request swift, complementary action if required, such as restraining measures or information gathering measures for other potentially affected parties. The complaint handler will then determine if other action is required to adequately respond to the complaint. After examining the complaint, the complaint handler will identify the corrective and preventive actions to be implemented in order to prevent the situation from recurring or escalating. The complaint handler will prepare a response to the complainant and submit the report to General Management and Human Resources Management. Once the process is complete, the complaint handler will send a written response to the complainant, listing the reasons for the decision. Complaints must be handled within a reasonable amount of time, i.e., 15 business days following receipt of the necessary information. Should it prove impossible to prepare a reply Complaints Handling Policy (Adopted ) Page 5 of 8
6 within this timeframe, the complaint handler will advise the complainant and Human Resources Management in writing and provide a new date for resolving the complaint. 2.4 PROCEDURE FOR APPEALING COMPLAINT FINDINGS If the complainant is not satisfied with the reply or the way the complaint has been managed by the complaint handler, they may file an appeal with General Management or the Board Chair if the former was the object of the complaint. General Management or the Chair will either grant this request and review the decision or refer the person to an external authority. The decision resulting from the appeal will be conveyed to the complainant in a letter. 2.5 PREVENTIVE ACTION When an improper or high-risk situation is detected, the complaint handler must address the problem as soon as possible in order to rectify the situation in the short term and prevent the circumstances from recurring or escalating. However, this action may be insufficient in preventing recurrence over the long term. To permanently eliminate the causes of an improper or high-risk situation, preventive action is required. While investigating the complaint and preparing the incident report, the complaint handler will, jointly with designated colleagues as needed, determine: The appropriate preventive action to permanently eliminate the cause; The person who will apply this action; The timeline for application. Within this timeline, the complaint handler will assess the outcomes in collaboration with the person responsible for implementing the preventive action and determine whether the results are satisfactory, i.e., whether the cause has been permanently eliminated. 3 ACCOUNTABILITY 3.1 COMPLAINT FILE An incident report must be prepared for every complaint and included in a file containing: The complainant's written complaint, including the three elements of the complaint (the allegation and the person(s) involved, the resulting potential or real harm, and the requested corrective action); The incident report summarizing the complaint, along with the other elements related to the complaint handling process, including the preventive and corrective measures implemented; Complaints Handling Policy (Adopted ) Page 6 of 8
7 The outcome of the complaint handling process (analysis and supporting documents); The final written response to the complainant, listing the reasons for the decision. All complaint files will be forwarded to and stored by Human Resources Management. Human Resources Management will keep a record of these files. 3.2 REPORTING TO THE BOARD The Human Resources Committee and/or Board of Directors must be alerted in a timely manner of any complaints that involve major or systemic issues or represent a risk to the organization s reputation. Once a year, regardless of whether or not any complaints have been filed, Human Resources Management must submit a report logging the number and nature of all complaints received to the Human Resources Committee. 4 RESPONSIBILITIES 4.1 BOARD OF DIRECTORS The Board of Directors is responsible for: Approving this policy and subsequent amendments; Ensuring that General Management takes every precaution to promote an environment conducive to the disclosure of wrongdoing; As a last resort, taking action in the event a person is unsatisfied with the handling of a complaint filed under this policy or the disciplinary measures taken as a result; Reviewing reports and ratifying the findings of initial and formal investigations. 4.2 BOARD CHAIR The Chair of the Board of Directors is responsible for: Handling all complaints that directly involve General Management. 4.3 HUMAN RESOURCES COMMITTEE The Human Resources Committee is responsible for: Evaluating and proposing to the Board any required changes to this policy; Reporting to General Management and the Board on complaints received and how they were handled and resolved. Complaints Handling Policy (Adopted ) Page 7 of 8
8 4.4 GENERAL MANAGEMENT General Management is responsible for: Ensuring that all employees, volunteers and Elder Friends are informed of the existence of this policy and of the recourses available to them if a complaint is received; Handling and ensuring the handling of all complaints that do not directly involve General Management; Preparing an annual assessment for the Human Resources Committee on how this policy is enforced; Proposing recommended changes in this policy to the Human Resources Committee and the Board. 5 LIST OF CHANGES EFFECTIVE CHANGES DETAILS Effective Complaints Handling Policy (Adopted ) Page 8 of 8
CORPORATE COMPLAINT HANDLING OPERATING GUIDELINE (INCLUDING SECTION 270 INTERNAL REVIEW OF COUNCIL DECISIONS OR GRIEVANCES)
OPERATING GUIDELINE CORPORATE COMPLAINT HANDLING OPERATING GUIDELINE (INCLUDING SECTION 270 INTERNAL REVIEW OF COUNCIL DECISIONS OR GRIEVANCES) Approved by: Chief Executive Officer. Date: 4 November 2011
More informationSEXUAL MISCONDUCT INVESTIGATION PROCEDURES
Policy #62002.1 The purposes of these procedures are to provide Grambling State University with a clear set of guidelines to follow when investigating a report of sexual misconduct. STEPS 1. Formal Complaint
More informationRibston Hall High School. Complaints Policy
Ribston Hall High School Complaints Policy Date of Policy: Date of next review: February 2020 Person responsible: Headteacher 1. All complaints which are unable to be resolved by relevant Curriculum Lead
More informationBOM/BSD 31/ August 2013 BANK OF MAURITIUS. Guidelines on Complaints Handling Procedures
BOM/BSD 31/ August 2013 BANK OF MAURITIUS Guidelines on Complaints Handling Procedures August 2013 1. Introduction One of the objects of the Bank is to ensure the stability and soundness of the financial
More informationCOMPLAINTS PROCEDURE
NATIONAL BACK EXCHANGE COMPLAINTS PROCEDURE 1 Contents Page Introduction 3 Section 1 Guiding Principles 5 Section 2 Verbal Complaints 5 Section 3 Written Complaints 6 Section 4 Complaints Involving Other
More informationAshton St. Peter s Church of England Voluntary Aided Primary School. Complaints Procedure Policy
Ashton St. Peter s Church of England Voluntary Aided Primary School Complaints Procedure Policy Ratified in July 2018 Update in July 2019 1 Purpose We want all pupils and their families to be happy with
More informationGENERAL COMPLAINT PROCEDURE for LOCAL AUTHORITY SCHOOLS. STAGE 1 - The First Contact: Dealing With Concerns and Complaints Informally
Introduction GENERAL COMPLAINT PROCEDURE for LOCAL AUTHORITY SCHOOLS The School's Complaints Procedure has a number of stages, and these are explained below. However, most complaints can be dealt with
More informationASA-412. In this document, the masculine form is used without prejudice and for conciseness purposes only.
Number: Title: Person responsible for enforcement: ASA-412 Entered into force: March 28, 2018 Approved: Exception: Research Ethics Board and Responsible Conduct of Research Vice-Rector Academic and Research
More informationFORM 1. Complaint Handling Policy & Procedures
FORM 1 Complaint Handling Policy & Procedures WORKING DRAFT POLICY Implementation Date: 13 December 2010 Revision Date: 13 December 2013 Forms 1. Complaint form Appendix 1. Assessing and referring complaints
More informationComplaints Handling Policy for Luxembourg Investment Solutions S.A.
Complaints Handling Policy for Luxembourg Investment Solutions S.A. 1 16. Complaints Handling Policy 16.1 Introduction To comply with the provisions of CSSF Regulation 16-07 and Circular 14/589, the internal
More information3. The right to appeal the action taken to resolve a Recipient Rights complaint.
2. Any subsequent modification of remedial, corrective/disciplinary or other action taken as a result of the complaint investigation; and 3. The right to appeal the action taken to resolve a Recipient
More informationAMERICANS WITH DISABILITIES ACT ADA Title II Notice and Grievance Procedure
AMERICANS WITH DISABILITIES ACT ADA Title II Notice and Grievance Procedure The purpose of this document is to provide for prompt and equitable resolution of complaints alleging any action that is prohibited
More informationWhistle-Blowing Policy and Procedure Manual
Whistle-Blowing Policy and Procedure Manual TABLE OF CONTENTS 1. EXPLANATORY FORWARD 2 2. POLICY STATEMENT 3 3. OBJECTIVES OF THE POLICY 3 4. SCOPE OF THE POLICY 4 5. COMMITMENT TO THE POLICY 5 6. PROCEDURE
More informationComplaints Policy. Policy: Complaints Policy Effective Date: December 2014 Revision Number : 3.0 Revised: January 2018
Complaints Policy Policy: Complaints Policy Effective Date: December 2014 Revision Number : 3.0 Revised: January 2018 Reviewable: As required Author: Educate HR/Senior Team Revision History Revision Number
More informationGeneral Complaint Procedure December 2012
General Complaint Procedure December 2012 December 2012 1 All Souls Catholic Primary School Rationale General Complaint Procedure The School's Complaints Procedure has a number of stages, and these are
More informationETH/PI/POL/3 Original: English UNESCO ANTI HARASSMENT POLICY
ETH/PI/POL/3 Original: English UNESCO ANTI HARASSMENT POLICY UNESCO ANTI-HARASSMENT POLICY Administrative Circular AC/HR/4 - Published on 28 June 2010 HR Manual Item 16.2 A. Introduction 1. Paragraph 20
More informationDraft Resolution 67/1. The Council adopts the Whistleblowing Policy.
Whistleblowing Policy MC/14/67 Contact Name and Details Nick Moore Head of Support Services (mooren@methodistchurch.org.uk) Status of Paper Final Action Required Decision Draft Resolution 67/1. The Council
More informationNOUVEAU MONDE MINING ENTERPRISES INC. (the Corporation ) WHISTLEBLOWING POLICY
NOUVEAU MONDE MINING ENTERPRISES INC. (the Corporation ) WHISTLEBLOWING POLICY 1. CONTEXT In pursuit of its mission and objectives, the Corporation strives to achieve the highest business and personal
More informationNorth Central Texas Council of Governments Transportation Department
North Central Texas Council of Governments Transportation Department Introduction The North Central Texas Council of Governments (NCTCOG) serves as the federally designated Metropolitan Planning Organization
More informationWHISTLEBLOWING POLICY
WHISTLEBLOWING POLICY Updated on: 6 th June 2017 Review by: DAE Whistleblowing Policy. Page 1 Launceston College MAT Whistleblowing Policy It is the policy of Launceston College Multi Academy Trust to
More informationNORTH TYNESIDE COUNCIL GOVERNOR SERVICES - LAW AND GOVERNANCE. Guidance for Governing Bodies COMPLAINT PROCEDURE
NORTH TYNESIDE COUNCIL GOVERNOR SERVICES - LAW AND GOVERNANCE Guidance for Governing Bodies COMPLAINT PROCEDURE Adopted by Governors November 2016 1 Burnside Business & Enterprise College Complaints Procedure
More informationCALL A RIDE SERVICE, INC.
CALL A RIDE SERVICE, INC. (CARS) These procedures apply to all complaints filed under Title VI of the Civil Rights Act of 1964 for alleged discrimination in any program or activity administered by the
More informationYMCA NSW Whistle Blower Policy
1. Document control Overview A whistle-blower is any employee, volunteer, contractor or people associated with the YMCA NSW that detects wrongdoing, or has reasonable grounds for suspecting wrongdoing
More informationCOMPLAINTS HANDLING POLICY
COMPLAINTS HANDLING POLICY A. PURPOSE The Region of Peel recognizes the importance of public feedback and welcomes complaints as a valuable form of feedback regarding our services, operations and facilities.
More informationWHISTLE BLOWING POLICY
WHISTLE BLOWING POLICY CONTENTS 1. INTRODUCTION ------------------------------------------------------------------------------------------------- 2 2. PURPOSE ---------------------------------------------------------------------------------------------------------
More informationCODE OF PRACTICE FOR COMMUNITY- BASED CCTV SYSTEMS
CODE OF PRACTICE FOR COMMUNITY- BASED CCTV SYSTEMS 1 INTRODUCTION This Code of Practice sets out the basic conditions of use for Community-Based CCTV systems by applicants for the Department of Justice,
More informationLaw Enforcement Request for Personal Information Procedures - What to do When a Police Officer Asks for Information
Law Enforcement Request for Personal Information - What to do When a Police Officer Asks for Information Procedure Number: CIMS-P001 Version Number: 1.0 Approval Date: December 16, 2015 City Clerk's Office
More informationComplaints Procedure
Complaints Procedure 1. Procedural Guidance Complaints 1.1. These procedures set out the process by which Stoll customers and stakeholders may complain if dissatisfied with the service they receive. It
More informationPPC MEETING MINUTES FEBRUARY 2, 2015
PPC MEETING MINUTES FEBRUARY 2, 2015 I. Call to Order Stephanie called the meeting to order at 4:05 pm II. Member Present Bryon Zeagler, Stephanie Flinn, Candace Hughes, Greg Mones, Kim Garrett, Ruth Mobley,
More informationSEXUAL HARASSMENT. Policy Statement of Policy
Policy 500-90 SEXUAL HARASSMENT 1. Statement of Policy The Board of Trustees of the Smithtown Special Library District is steadfastly committed to safeguarding the right of all of its employees to a working
More informationCorpus Christi International Airport Title VI Complaint Procedures And Complaint Form
Corpus Christi International Airport Complaint Procedures And Complaint Form TABLE OF CONTENTS Table of Contents... 2 Introduction... 3 When to File... 4 Where to File... 4 Required Elements of a Complaint...
More informationGuide to Managing Breaches of the Code of Conduct
This document is to designed to help clubs and zones with the requirements for managing suspected breaches of the PCAV Code of Conduct [Link] where a formal process is the preferred approach. For more
More informationStaff Report Human Resources
Staff Report Human Resources Report To: Committee of the Whole Meeting Date: January 8, 2018 Report Number: FAF.18.07 Subject: Protocol Policy for Complaints Related to Members of Council and Local Boards
More informationHUU-AY-AHT FIRST NATIONS
Approved by Executive Council on March 2, 2015 by Resolution #2015-058 1. DEFINITIONS In this Policy, assigned employee means an individual who is delegated responsibility for the handling of a particular
More informationPOLICE SERVICE OF SCOTLAND (PERFORMANCE) REGULATIONS 2014 GUIDANCE
POLICE SERVICE OF SCOTLAND (PERFORMANCE) REGULATIONS 2014 GUIDANCE INDEX 1 Performance Regulations... 3 1.1 Introduction... 3 1.2 Delegated authority... 3 1.3 Unsatisfactory performance... 4 1.4 Scope...
More informationBY-LAW NO. 8 (2010) BY-LAW ESTABLISHING THE COMPLAINT EXAMINATION PROCEDURE FOR STUDENTS OR THEIR PARENTS OR GUARDIANS
BY-LAW NO. 8 (2010) BY-LAW ESTABLISHING THE COMPLAINT EXAMINATION PROCEDURE FOR STUDENTS OR THEIR PARENTS OR GUARDIANS NOTE: The masculine gender, when used in this document, refers to both women and men.
More informationNova Scotia House of Assembly Policy on the Prevention and Resolution of Harassment in the Workplace (Policy).
Nova Scotia House of Assembly Policy on the Prevention and Resolution of Harassment in the Workplace (Policy). Approved by the Nova Scotia House of Assembly on May 19, 2016. Effective date May 20, 2016.
More informationMBTA Transit Police CHAPTER 120. General Order No PAGE 1 OF 8
MBTA Transit Police DEPARTMENT MANUAL CHAPTER 120 General Order No. 2016-85 SUBJECT STANDARDS OF CONDUCT REFERENCES CALEA 12.2.2, 25.1.1, 26.1.4, 26.1.8, 52.1.1-5, 52.2.2, 52.2.3, 52.2.4, 52.2.6, 52.2.8
More informationPublic Interest Disclosures Procedure
Public Interest Disclosures Procedure Version Approved by Approval date Effective date Next full review 2.4 Deputy Vice-Chancellor Academic 25 July 2017 15 August 2017 October 2015 Procedure Statement
More informationHoly Trinity Catholic School. Whistle Blowing Policy 2017 BIRMINGHAM CITY COUNCIL WHISTLEBLOWING POLICY 2015 ADOPTED BY HOLY TRINITY CATHOLIC SCHOOL
Holy Trinity Catholic School Whistle Blowing Policy 2017 BIRMINGHAM CITY COUNCIL WHISTLEBLOWING POLICY 2015 ADOPTED BY HOLY TRINITY CATHOLIC SCHOOL Introduction 1.1 Birmingham City Council is committed
More informationTITLE 4: DISCRIMINATION PROCEDURES CHAPTER XLV: STATE BOARD OF EDUCATION PART 1300 AMERICANS WITH DISABILITIES ACT GRIEVANCE PROCEDURE
ISBE 4 ILLINOIS ADMINISTRATIVE CODE 1300 TITLE 4: DISCRIMINATION PROCEDURES CHAPTER XLV: STATE BOARD OF EDUCATION PART 1300 AMERICANS WITH DISABILITIES ACT GRIEVANCE PROCEDURE Section 1300.10 Purpose 1300.20
More informationThe University of Texas System System Administration Internal Policy. Procedures for the Handling of an Allegation of Retaliation
1. Title 2. Policy Procedures for the Handling of an Allegation of Retaliation Sec. 1 Sec. 2 Purpose. The purpose of this Policy is to set forth the procedures adopted by The University of Texas System
More informationThe whistleblowing procedure is based on the following principles:
The HeINeKeN code of Whistle Blowing INTroduCTIoN HeINeKeN has introduced the HeINeKeN Business principles (as defined hereafter) setting out the guiding business ethics principles for HeINeKeN s business
More informationCalifornia Association of School Counselors Ethics Committee Policies and Procedures Adopted November 12, 2007 Revised August 3, 2008
California Association of School Counselors Ethics Committee Policies and Procedures Adopted November 12, 2007 Revised August 3, 2008 I. Ethics Committee Section A: General 1. The California Association
More informationAGREEMENT ON THE IMPLEMENTATION OF THE QUÉBEC RELIABILITY STANDARDS COMPLIANCE MONITORING AND ENFORCEMENT PROGRAM
1 1 1 1 1 0 1 0 AGREEMENT ON THE IMPLEMENTATION OF THE QUÉBEC RELIABILITY STANDARDS COMPLIANCE MONITORING AND ENFORCEMENT PROGRAM BETWEEN Régie de l énergie, a public body established under the Act respecting
More informationComplaints Procedure
Complaints Procedure Version: 5.0 Approval Status: Approved Document Owner: Graham Feek Classification: External Review Date: 07/07/2017 Effective from: September 2014 Table of Contents 1. What is a Complaint?...
More informationNTSA CUSTOMER COMPLAINT HANDLING PROCEDURE JUNE 2016
NTSA CUSTOMER COMPLAINT HANDLING PROCEDURE JUNE 2016 (i) COMPLAINTS HANDLING PROCEDURE Introduction: This policy provides guidelines for handling complaints. While most complaints should be resolved informally
More informationWhistle Blowing Policy Date Implemented: June 2016 Review Date: June 2018
Holy Family Catholic Primary School Whistle Blowing Policy Date Implemented: June 2016 Review Date: June 2018 Mission Statement Hand in hand in God s loving family, we will dream and learn, growing into
More informationComplaints Procedure
St Vincent de Paul Catholic Primary School Complaints Procedure (CES version) We are called to be the hands and face of Jesus as we learn, love and grow together Reviewed: Autumn 2016 To be reviewed: Autumn
More informationWhistleblowing & Serious Misconduct Policy
King s Norton Boys School Whistleblowing & Serious Misconduct Policy We recognise that children cannot be expected to raise concerns in an environment where staff fail to do so. All staff should be aware
More informationINFORMATION SHARING AGREEMENT WEST YORKSHIRE POLICE. and LEEDS AND YORK PARTNERSHIP NHS FOUNDATION TRUST
INFORMATION SHARING AGREEMENT WEST YORKSHIRE POLICE and LEEDS AND YORK PARTNERSHIP NHS FOUNDATION TRUST Version 4.0 1 of 14 CONTENTS SUMMARY SHEET 1. INTRODUCTION 2. PURPOSE 3. PARTNER(S) 4. POWER(S) 5.
More information**PLEASE RETAIN THIS PAGE FOR YOUR RECORDS**
**PLEASE RETAIN THIS PAGE FOR YOUR RECORDS** CASITAS MUNICIPAL WATER DISTRICT CITIZEN COMPLAINT PROCEDURE Park Ranger personnel often face an almost impossible task. They must enforce the law in a fair
More informationWhistleblower Protection
Whistleblower Protection Background The Board and staff are committed to promoting ethical and accountable conduct, and recognize the importance of working to deter and detect wrongdoing within the operations
More informationHillingdon Mind Compliments, Suggestions and Complaints Policy
Hillingdon Mind Compliments, Suggestions and Complaints Policy 1 Policy Complaints are welcomed: they provide us with the chance to resolve dissatisfaction and to improve our services. Compliments, suggestions
More informationPolice Records Check Policy (Staff)
Police Records Check Policy (Staff) Responsible Officer Approved by Executive Director Human Resources Vice-Chancellor Approved and commenced May, 2015 Review by May, 2018 Relevant Legislation, Ordinance,
More informationComplaint Handling Process
Complaint Handling Process 1 Contents 1 Introduction 3 2 Accessing this Complaint Handling Process 3 3 Who this CHP applies to 3 4 Some special terms 3 5 Representatives 4 6 What s a complaint? 4 7 When
More informationSchools' HR model whistleblowing procedure Jan
Schools' HR model whistleblowing procedure Jan 2014 1 October 2013 The policy was adopted by the governing body of [name] school on [date] Schools' HR model whistleblowing procedure Jan 2014 2 Contents
More informationRiver Parishes Transit Authority Complaint Handling Policy
Policy Any complaint concerning the service offered by the (RPTA) will be thoroughly and impartially investigated in a professional and consistent manner that complies with relevant standards, best practice
More informationCORRECTIVE ACTION/DISCIPLINARY-GRIEVANCE ACTION POLICY Volunteer Personnel
Virginia Beach Department of Emergency Medical Services CASS # 106.03.01/ 106.3.01 Index # Administration CORRECTIVE ACTION/DISCIPLINARY-GRIEVANCE ACTION POLICY Volunteer Personnel PURPOSE: To provide
More informationWhistle Blowing Policy
Great Bedwyn CE VC Primary School Whistle Blowing Policy Date of Last Review: November 2015 Date to be Reviewed: Will stand until LA changes apply Review Body: Full Governing Body 1 Whistle Blowing Policy
More informationComplaints Handling Policy & Procedure
Complaints Handling Policy & Procedure 2013 Contents 1. INTRODUCTION... 2 2. OBJECTIVE... 2 3. WHAT IS A COMPLAINT?... 3 4. GUIDING PRINCIPLES OF EFFECTIVE COMPLAINTS HANDLING... 3 5. PROCEDURES... 4 a)
More informationCOMPLAINTS HANDLING POLICY FOR AUSTRALIAN FINANCIAL SERVICES LICENSEES MIRVAC GROUP
COMPLAINTS HANDLING POLICY FOR AUSTRALIAN FINANCIAL SERVICES LICENSEES MIRVAC GROUP Policy Authorised by: Mirvac Group Board on 8/12/2014 Last Revised Date: 08/12/2014 CONTENT 1.0 Background and Overview
More informationBANK OF INDUSTRY LIMITED. Whistle blowing Policy
BANK OF INDUSTRY LIMITED Whistle blowing Policy SECTION 1: INTRODUCTION Whistle blowing vary in terms of definition, depending on the role it is designed to play in the society at large and the organization
More informationRESPECTFUL WORKPLACE AND HARASSMENT PREVENTION
RESPECTFUL WORKPLACE AND HARASSMENT PREVENTION POLICY NUMBER BRD 17-0 APPROVAL DATE MAY 28, 2009 PREVIOUS AMENDMENT NEW REVIEW DATE MAY 28, 2014 AUTHORITY PRIMARY CONTACT BOARD OF GOVERNORS GENERAL COUNSEL
More informationMODEL CONTRACT FOR INTERMEDIARIES (March 2014)
MODEL CONTRACT F INTERMEDIARIES (March 2014) 1 THIS CONTRACT is made BETWEEN: The International Criminal Court, a permanent international organization whose Headquarters are at Maanweg 174, 2516 AB, The
More informationStatutory Safeguarding Adult Enquiries
Statutory Safeguarding Adult Enquiries Guidance for Managing Officers and Enquiry Officers responsible for conducting Adult Safeguarding Enquiries under Section 42 of the Care Act 2014 1. Introduction
More informationComplaint Handling and Resolution Policy. Section 1 - Purpose and Context
Complaint Handling and Resolution Policy Section 1 - Purpose and Context (1) NOTE: A revised version of this policy is currently under development. Any questions relating to processes within this policy
More informationPHARMAC s implementation of Trans-Pacific Partnership (TPP) provisions and other amendments to application processes September 2016 Appendix two
Appendix 2: Annex 26-A (Transparency and Procedural Fairness for Pharmaceutical Products and Medical Devices) to Chapter 26 (Transparency and Anti-Corruption) of the Trans-Pacific Partnership Agreement.
More informationNotice to the public of their rights under the ADA
Notice to the public of their rights under the ADA In compliance with the U.S. Department of Transportation Americans with Disabilities Act (ADA) of 1990 (49 CFR Parts 27, 37, 38 and 39) Jonesboro Economical
More informationCONCERNS & COMPLAINTS POLICY. November 2017
CONCERNS & COMPLAINTS POLICY November 2017 1 Contents Page Policy for Academies in Surrey : Introduction and general principles 3-5 Complaints Procedure 7 Stage 1 8 Stage 2 9 Stage 3 10 Stage 4 11 Further
More informationAnti-Corruption Policy
Anti-Corruption Policy I. Policy Statement The EQMM Anti- Corruption Policy is a living document that reinforces EQMM human rights based principles and values. This document is a work in progress, bearing
More informationComplaints Policy and Procedure
Complaints Policy and Procedure Contents: 1. Introduction... 2 2. Which procedure do I need... 2 3. Timeline... 2 4. Complaints about the Headteacher or the Governors... 3 5. Stage One Informal Stage...
More informationDisciplinary & Dispute Resolution Procedures
Disciplinary & Dispute Resolution Procedures RCSA, PO Box 18028, Collins Street East, Victoria 8003 Australia T: +61 3 9663 0555 F: +61 3 9663 5099 E: ethics@rcsa.com.au www.rcsa.com.au ABN 41 078 60 6
More informationRENOWN HEALTH NETWORK POLICY
Page 1 of 7 Title: Patient Right to Request an Amendment Melinda Montoya, Revision History: Scope: This policy applies to all Renown-affiliated facilities including, but not limited to, hospitals, ambulatory
More informationPolicy: Complaint System UND. prompt and. including state has. concerns establish. procedures. partners; 1. PURPOSE
Policy: Customer Concern and Complaint Resolution Policy Number: 1012 1: Revision 2 Effective Date: August 1, 20144 1. PURPOSE To encourage prompt resolution of all customer concerns, provide minimum expectations
More informationRIVERSTONE HOLDINGS LIMITED
RIVERSTONE HOLDINGS LIMITED GROUP POLICY AND PROCEDURE ON WHISTLE BLOWING Prepared by: WT Tan Dated: 30 November 2015 Version: 4 Whistleblowing Policy Contents Pages Objective 3 Step by step procedural
More informationComplaints, Appeals and Dispute Resolution Policy 10 v July 2016
Complaints, Appeals and Dispute Resolution Policy 10 v3.03 Original Issue 26 March 2009 Revision Date Policy Applicable To All CertiSource Staff and Certification Body Staff Policy Managed By Approved
More informationCARTAGENA PROTOCOL ON BIOSAFETY. Being Parties to the Convention on Biological Diversity, hereinafter referred to as "the Convention",
The Parties to this Protocol, CARTAGENA PROTOCOL ON BIOSAFETY Being Parties to the Convention on Biological Diversity, hereinafter referred to as "the Convention", Recalling Article 19, paragraphs 3 and
More informationKWANLIN DÜN FIRST NATION. Judicial Council Act
KWANLIN DÜN FIRST NATION Judicial Council Act 2016 This version of the Act is for convenience of reference only. For purposes of interpreting and applying the law a person should access the Judicial Council
More informationSGMP POLICIES: NOMINATIONS & ELECTIONS
SGMP POLICIES: NOMINATIONS & NOMINATIONS & POLICIES NE-1 NE-2 NE-3 NE-4 NE-5 NE-6 NE-7 Nominations & Elections Committee Campaigning for National and Chapter Elected Positions Qualifications for National
More informationPeace Officer Act Employer Training Session
Peace Officer Act Employer Training Session March 2007 March 2007 Workshop Objectives Provide employers with the information they need to train staff Answer any questions regarding interpretation of the
More informationWHISTLEBLOWER POLICY
AUTHORIZATION: Board of Governors Page 1 of 7 1.0 Purpose North York General Hospital (NYGH) promotes and supports a culture of transparency, accountability, safety and ethical standards. Accordingly,
More informationComplaints Policy & Procedures
SIR THOMAS FREMANTLE SECONDARY SCHOOL Complaints Policy & Procedures Purpose Whilst we believe that our approach to parental partnerships will limit incidents of disagreement between us, we acknowledge
More informationGENERAL DATA LIVING HOTELS
INTRODUCTION In compliance with Law 1581 of 2012 and Decree 1377 of 2013, HOTELES LIVING has implemented a policy in which Habeas Data is implemented. This in order to be clear the procedures that are
More informationComplaints about the Police Standard Operating Procedure
Complaints about the Police Standard Operating Procedure Notice: This document has been made available through the Police Service of Scotland Freedom of Information Publication Scheme. It should not be
More informationPrepared by the Office of the President. This replaces Administrative Procedure A9.920 dated December 1990.
Prepared by the Office of the President. This replaces Administrative Procedure A9.920 dated December 1990. August 2002 EQUAL OPPORTUNITY, CIVIL RIGHTS, AND AFFIRMATIVE ACTION A9.920 DISCRIMINATION COMPLAINT
More informationReport of a Complaint Handling Review in relation to Police Scotland
Report of a Complaint Handling Review in relation to Police Scotland independent and effective investigations and reviews independent and effective investigations and reviews Index 1. Role of the PIRC
More informationSECURITY SERVICES AND INVESTIGATORS ACT
Province of Alberta Statutes of Alberta, Current as of January 1, 2017 Office Consolidation Published by Alberta Queen s Printer Alberta Queen s Printer 7 th Floor, Park Plaza 10611-98 Avenue Edmonton,
More informationQUARTERLY UPDATE ON STATUTORY COMPLIANCE ISSUES AND INVESTIGATIONS
Chairperson and Subcommittee Members AUDIT AND RISK SUBCOMMITTEE 12 FEBRUARY 2015 Meeting Status: Public Excluded Purpose of Report: For Information QUARTERLY UPDATE ON STATUTORY COMPLIANCE ISSUES AND
More informationCanadian Rope Skipping Federation Policy and Procedures Manual Revised: November 16th, 2013
Canadian Rope Skipping Federation Policy and Procedures Manual Revised: November 16th, 2013 Mission Statement Rope Skipping Canada supports and promotes Rope Skipping as a wellness activity, a recreational
More informationComplaints Management Policy. Postal Address: PO Box Centurion Contact Number:
Postal Address: PO Box 66322 Centurion 0146 Contact Number: 0861 22 22 52 Website: www.customerloyalty.co.za FSP No: 26908 Registration No: 2015/055927/07 Complaints Management Policy An Internal Process
More informationCOMPLAINTS MANAGEMENT POLICY. 1. Purpose
COMPLAINTS MANAGEMENT POLICY 1. Purpose In accordance with DISP 1.1A.12 EU and DISP 1.3.1 R, we have implemented a Complaints Management Policy to ensure that we handle client or potential client complaints
More informationMEMBER REGULATION NOTICE COMPLAINT HANDLING MFDA POLICY NO. 3
Contact: Sheila Wong Director, Case Assessment Phone: 416-943-7443 Email: swong@mfda.ca MR-0073 April 6, 2010 MEMBER REGULATION NOTICE COMPLAINT HANDLING MFDA POLICY NO. 3 Revisions to MFDA Policy No.
More informationON THE ADMINISTRATIVE PROCEDURE
UNITED NATIONS United Nations Interim Administration Mission in Kosovo UNMIK NATIONS UNIES Mission d Administration Intérimaire des Nations Unies au Kosovo PROVISIONAL INSTITUTIONS OF SELF GOVERNMENT Law
More informationOpinion on a notification for Prior Checking received from the Data Protection Officer of the European Ombudsman on verification of telephone bills
Opinion on a notification for Prior Checking received from the Data Protection Officer of the European Ombudsman on verification of telephone bills Brussels, 14 May 2007 (Case 2007-137) 1. Proceedings
More informationYukon Corrections: Adult Custody Policy Manual. B 4.1 Inmate Disciplinary Process Approved by: Revised: February 9, 2018
STATEMENT OF POLICY This policy sets out the philosophy, options and process for the discipline of inmates, including informal methods of correcting behaviour and formal hearings and disposition of institutional
More informationCHAPTER 6 TECHNICAL REGULATIONS, STANDARDS AND CONFORMITY ASSESSMENT PROCEDURES. Article 1: Definitions
CHAPTER 6 TECHNICAL REGULATIONS, STANDARDS AND CONFORMITY ASSESSMENT PROCEDURES Article 1: Definitions The definitions set out in Annex 1 of the TBT Agreement are incorporated into this Chapter and shall
More informationArea Agency on Aging. Grievance Process
Area Agency on Aging Grievance Process Lee Pullen, Director PSA 5 Marin County Area Agency on Aging 10 North San Pedro Road San Rafael, CA 94903 Tel: 415-457-4636 Fax: 415-473-6465 POLICIES AND REQUIREMENTS
More informationCONVENTION ON NUCLEAR SAFETY TEXT
CONVENTION ON NUCLEAR SAFETY TEXT Opened for Signature: 20 September 1994 Entered into Force: 24 October 1996 Duration: The convention does not set any limits on its duration Number of Parties: 67 and
More informationALAT and Bright Tribe Trust Complaints Procedure
ALAT and Bright Tribe Trust Complaints Procedure Contents 1. Mission Statement... 2 2. Principles and Values... 2 3. Objectives of this Procedure... 2 4. General Principles... 4 4.1. Publicity... 4 4.2.
More information