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.

Reviews

A 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.

Suggested actions:
  1. Conference committee to consider the matter and confer with Training Committee.
  2. Training committee to advise potential presenter to write formally to the Board if the matter cannot be decided by discussion and negotiation.
An IGL member may seek a review when not upgraded from Associate to Full membership, when downgraded from Full to Associate, or when losing their Supervisor or Trainer status.

Suggested actions:
  1. Membership secretary to bring matter to the Training and Standards Committee
  2. Member advised to write formally to the Board, which may appoint an ad hoc committee to investigate and report back.

Complaints

A 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.
Suggested actions here could include:
  1. Negotiation and/or mediation
  2. Official letter of complaint to the Board
  3. Board appoints an adhoc committee to investigate complaint and report back.

Further notes

  • 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.