Guidelines for reviews and complaints
Revised November 2013
The Board has developed the guidelines below for handling Reviews and Complaints. These are based on very few actual cases and a lot of imagined scenarios. It is anticipated that these guidelines may well change if our experience extends to include further challenges.
ReviewsA review is occasioned by an expression of dissatisfaction with an official judgement or award in which the member is seeking a different outcome. Examples might include refusal by IGL to accept an application to present a particular paper at a conference or not accepting an application to run a training workshop.
- Conference committee to consider the matter and confer with Training Committee.
- Training committee to advise potential presenter to write formally to the Board if the matter cannot be decided by discussion and negotiation.
- Membership secretary to bring matter to the Training and Standards Committee
- Member advised to write formally to the Board, which may appoint an ad hoc committee to investigate and report back.
ComplaintsA complaint is a calling-into-question of the role performance of a member or members of IGL, or some action of management.
Complaints may take many forms, not all of which can be anticipated. Possibilities are:
- Member complains about another member
- Member complains about someone on the Board, or an Office Bearer or a Committee Member
- Course participant complains about a trainer (incompetence, sexual harassment, discrimination
- An allegation of a breach of IGL ethics, e.g. confidentiality
- Cost of fees, misinformation and fees not being returned on cancellation of attendance at a course.
- Negotiation and/or mediation
- Official letter of complaint to the Board
- Board appoints an adhoc committee to investigate complaint and report back.
- A further option with Reviews and Complaints is to offer the services of a designated member who might be able to achieve a more satisfying outcome than, for example, a 3-person committee of inquiry.
- In all cases where the Board is involved the Board’s decision will be final.
- Some matters, especially ‘delicate’ ones, should not be discussed before the whole Board. The ad hoc committee should be able to convey enough information for the Board’s needs.