Complaints

From Freegle Wiki

Jump to: navigation, search

This document was confirmed as adopted by Central message 16969, 20th October 2010. It is an 'internal' document for Freegle Volunteers. The website Members FAQ will be updated to include the statement at the bottom.

Interpretations:
Freegle - the association/network of affiliated groups
Freegle Volunteer - a voting member of Freegle, being an owner, moderator or volunteer of a group affiliated to Freegle
Freegle Member - a member of a group affiliated to Freegle
Ombudsman - the elected Ombudsman or Deputy Ombudsman
Reps - individuals or the body of the elected Freegle Representative Group


Contents

INTRODUCTION

This document sets out the processes available for dealing with complaints with the aim of finding a resolution that satisfies the complainant and Freegle. We aim to ensure that issues are dealt with calmly, courteously and as quickly as possible.


STEP 1

Concerns should be initially raised informally with the person or people that are directly involved with the issue that is causing a problem. All parties involved in this should offer a view of what would be a realistic resolution to the problem. It is hoped that most problems can be resolved at this point.


STEP 2

If it has proved impossible to gain a resolution after following Step 1 above, the complainant should contact the Freegle mailbox - info@ilovefreegle.org - outlining the problem. The mailbox is manned by two volunteers, who will ensure that any messages are dealt with within their remit - http://wiki.ilovefreegle.org/Mailbox_remit

The mailbox will help with the issues directly if appropriate. For problems raised by members about a local group, the local group owner will be given the priority to deal fully with any complaints; the mailbox will seek permission from the person complaining before their email is shared with the moderating team.

If it is considered that a resolution cannot be agreed at this stage, the complainant can escalate their complaint to Step 3 if appropriate.


STEP 3

The mailbox team will offer the complainant the help of the Mediation Service or Appeals Panel, depending on the nature of the complaint.

The Mediation Service

http://wiki.ilovefreegle.org/Mediation_Service - can consider requests from:

  • Freegle Volunteers or ex-Freegle Volunteers who request mediation on a Freegle local or central group decision or situation.
  • Freegle Reps who request mediation for situations relating to their role as a Rep.
  • In exceptional circumstances, mediation for Freegle Members relating to issues about Freegle groups, e.g. when the actions of a single group have significant implications for Freegle as a whole.
The Appeals Panel

http://wiki.ilovefreegle.org/Appeals_Panel - will consider

  • Appeals from group owners, moderators or volunteers whose group has been refused affiliation or removed from affiliation with Freegle.
  • Appeals from Freegle Volunteers or ex-Freegle Volunteers who wish to appeal a decision or practice of Freegle.
  • Issues surrounding the terms of office of Reps.

If the complainant wishes to access any of these avenues, the Ombudsman will be contacted via Ombudsman@ilovefreegle.org either by the mailbox team or directly by the complainant. It is expected that the above steps will have been taken first before the Ombudsman is contacted. The Mediation Service or Appeals Panel will deal with the matter as outlined in their agreed remits.


RECURRENT COMPLAINTS

It is important to distinguish between people who make a number of complaints because they really think things have gone wrong, and people who are being difficult. Complainants can be frustrated and aggrieved and it is therefore important to consider the merits of the case rather than their attitude. Even though someone has made repeated complaints in the past, it cannot be assumed that their next complaint is not genuine.. Each complaint should be individually evaluated.

........................................................................................................................................................................................................


Text for Members FAQ page on website:

"How Do I.... Query, compliment, comment or complain? If this is to do with your local group, please contact your local moderation team in the first instance. For Yahoo groups (most Freegle groups) you do this by emailing the address at the bottom of the group home page containing ‘-owner’. Emails sent to this address are received by all members of your moderation team. Your local Freegle group is run by moderators who are happy to hear whether Freegle is doing a great job, needs changing, or has problems. If there is a really good reason why you can’t do this, or if you’ve followed this route without success, then as a last resort you can email <info@ilovefreegle.org>. We can look into whatever issue you cannot resolve. Please be aware that we have very limited powers. Local groups are autonomous, but we can help negotiate, explain and make suggestions where appropriate.


Back to The Freegle Organisation

Retrieved from "http://wiki.ilovefreegle.org/Complaints"
Personal tools