COMPLAINTS POLICY

SeniorNet Nelson will provide a quality service to its members and to the participants in the courses it offers. SeniorNet Nelson will work to minimise the possibility of complaints.

However, SeniorNet Nelson recognises that complaints may arise and will attempt to resolve any complaints in a fair and timely fashion.

It is expected that complaints should be resolved by tutors, and where that is not possible, by the Society committee.

Where SeniorNet Nelson cannot resolve a complaint, it will request the SeniorNet Federation to help.

COMPLAINTS PROCEDURE

Where complaints arise in a class situation, the complaint should be made to the tutor.

The tutor and complainant should attempt to resolve the matter between them.

Where a complaint cannot be settled amicably between complainant and tutor, or the complaint arises in a context other than a class, the complaint should be addressed to the Society committee.

An outline of the complaint should be set out in writing.

The committee will appoint a sub-committee to resolve the complaint.

The subcommittee must report back to the Society committee.

If the subcommittee cannot resolve the complaint, the full Society committee should then attempt to do so.

November 2011