INTO Complaints Process

Introduction

INTO Head Office and Northern Office staff aim to provide our members with a professional, efficient and reliable service, and will always endeavour to achieve the highest standards possible. We acknowledge that despite our best efforts, there may be times when we don’t achieve the service that you expect. In such circumstances, members have a right to make a complaint to us. Your complaint should be made in a timely manner. The process for making a complaint against a member of Head Office or Northern Office staff is outlined below.

This process does not comprehend situations where members disagree with INTO policy. Such issues should be addressed through our democratic structures. Every member is entitled to attend their branch meeting and have their views heard.

How to make a Complaint

 

Informal

As is the norm in dispute resolution mechanisms, there is an informal stage for raising issues and concerns regarding our services and/or the quality and level of service you have received. We ask that you raise this with the team member you have been dealing with in the first instance with the aim of seeking a resolution. Should a resolution not be possible with the individual team member, the opportunity will be provided to engage with a more senior team member. You can request the contact details from the relevant team member with whom you have been engaging. Again, the aim will be to reach a resolution to the matter.

Formal

Should your complaint remain unresolved after the informal stage you should put your complaint in writing to the Assistant General Secretary of the relevant section in Head Office or to the Assistant Northern Secretary in Northern Office. Contact details for each Assistant General Secretary and the Assistant Northern Secretary may be requested from Head Office/ Northern Office. You should provide enough information to help us understand the circumstances of your complaint. It will assist us in dealing promptly with your complaint if you give us the following information:

  • Your name, date of birth and/or payroll number;
  • A daytime telephone number, if you would be happy for us to contact you by phone – this may help resolve the matter more quickly;
  • The name of the team member involved;
  • The date(s) on which your engagement with us occurred;
  • Details of exactly of how the service did not meet your expectations; and
  • Include any relevant documentation/correspondence etc.

The Assistant General Secretary/Assistant Northern Secretary may contact you via telephone to discuss your complaint with a view to establishing the facts. During this engagement you will be treated fairly, with courtesy and without bias. We aim to reply within a reasonable timeframe but no later than 15 working days. More complex complaints may require a longer timeframe. Should this be the case we will consult with you about the timeframe. The Assistant General Secretary/Assistant Northern Secretary will seek to resolve your complaint and will inform you in writing of the outcome. If your complaint is upheld, we will consider the appropriate remedy.

Please note the following:

  • If the Assistant General Secretary or Northern Secretary is the subject of your complaint, you should write directly to the Deputy General Secretary.
  • If your complaint is about the Assistant Northern Secretary you should put your complaint in writing to the Northern Secretary.
  • Complaints about the Deputy General Secretary or the General Secretary are dealt with through a separate process and should be addressed to the President.

Contact details are available from Head Office and Northern Office.

Appeal

If you are dissatisfied with the outcome following the formal process, you should notify the General Secretary that you wish to appeal this decision within 10 working days of the receipt of the outcome of your complaint. Contact details are available from INTO Head Office. The following details should be set out:

  • Your name, date of birth and/or payroll number;
  • A daytime telephone number;
  • Include any relevant documentation/correspondence etc.
  • The reasons why you remain dissatisfied with the outcome of the formal stage.

Upon receipt of your appeal, the General Secretary will consider the matter. The General Secretary will inform you of the outcome within a reasonable timeframe but no later than 15 working days. More complex complaints may require a longer timeframe. Should this be the case the General Secretary will consult with you about the timeframe. The decision of the General Secretary shall be final.

Review

This policy will be reviewed on a regular basis, in conjunction with the INTO Members’ Service Charter.

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