Mailbox remit

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Please note, this remit was written based on the working practices of the mailbox team and has been agreed upon after consultation on Central between March and April 2010, thread number: 9468. Please discuss any proposed changes on Central.

This remit was reviewed by the mailbox team in September 2011, suggested amendments were agreed by the Reps and a message sent to Central on 8th October 2011 announcing amendments. The current remit is shown below.

Those with access to the mailbox info@ilovefreegle.org (also) freegle-info@ilovefreegle.org are bound by the following remit:

Ensure prompt and regular mailbox cover

• Answer or forward all new issues coming into the Mailbox within 24 hours
• Coordinate time off to ensure the inbox can be checked at least every 24 hours
• Notify Reps in advance if this is not possible
• Follow up outstanding or unresolved enquiries in a timely manner

Act with integrity

• Respond objectively and in a professional manner to all enquiries
• Refer to other free reuse networks in a neutral manner.

Seek advice where necessary

• Be mindful that emails sent are on behalf of Freegle and ask the advice of the Reps if unsure of the appropriate response

Maintain an organised mailbox

• Archive all messages once resolved or passed on
• Label messages meaningfully
• Be prepared to provide figures on the types of enquiries to Central, for the purpose of transparency (See AGM 2011 Mailbox Report)
• Delete spam only, nothing else

Promote group autonomy

• Forward as much as possible directly to the group owner address in question, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.
• For complaints and sensitive issues, see below

Maintain confidentiality

• Not divulge the Mailbox password to anyone except those authorised by the Reps to have access to the Mailbox
• Change the Mailbox password when an authorised person or member of the mailbox team steps down and ensure the following are notified of the new password:
  • All active members of the Mailbox Team (currently Jacky Barrett & Susan Anderson)
  • All back up members of the Mailbox Team
  • One member of the Reps/Tech Team

For complaints and sensitive issues

• Be mindful of sensitive issues when forwarding or copying others on emails
• Give the local group the chance to deal fully with any complaints, but seek permission from the person complaining before their email is shared with the moderating team.
• Ensure that a complaint is not dealt with by a member of the Mailbox team who is also a moderator for the group concerned
• Respect the confidentiality of emails and the need to share them only within the relevant and necessary Freegle teams
• Where permission is not given, file away the complaint unless the complaint is about items or actions not being Free or Legal. In this case, the Reps will be informed for their consideration.
• Refer to and act in accordance with the Complaints Procedure where appropriate
  • Note 1 - If the complaint is about one of the groups or a member of these teams, send it to one other person from the relevant team instead.
  • Note 2 - The mailbox team would like to reserve the right to inform the Reps if a group receives 3 or more complaints about a group for which permission to refer back to the group is not given, or if the nature of the complaint appears to be sufficiently concerning.

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