Where concern or a grievance is expressed by a member
of the public or by a member of a service, Sunshine Coast Citizen Advocacy shall
use the following procedure:-
The Chairperson will make a time available to discuss
the grievance with the concerned person within two weeks of receiving it
and, at this discussion, attempt to resolve the matter.
If the matter has been resolved, the Chairperson shall
submit a written report, to the Board at its next meeting.
If the matter has not been resolved, the Chairperson
shall request the concerned person to submit his/her concern in writing to
Sunshine Coast Citizen Advocacy (if that has not already been done).
The Chairperson may, if he or she chooses to do so,
meet the concerned person and attempt to resolve the matter.
If the Chairperson and the concerned person cannot
resolve the matter, the Chairperson shall have the matter heard at the next
meeting of the Board or at a meeting of the Board convened specially for
that purpose.
The Chairperson may, at their discretion, invite the
concerned person to be heard at the meeting of the Board when the matter is
addressed.
If the Chairperson is unavailable, in a conflict of interest or otherwise not able to act as specified in 6.1 to 6.6, the Chairperson or the Board of Management may select another Board member to act in their place.