Handling disputes and complaints from members

08 Disputes and complaints

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Have a written complaints and dispute resolution policy and procedure. Complaints are usually handled first by a designated officer, and if needed they can go to the top manager or the governing body as the ultimate decision maker.
Approach the person or people directly involved. This can clarify the issues and then, if needed, the grievance can be put in writing or documented through a translator.
Use a phased approach for resolution and keep a register or file. This can help people to see that the situation is being taken seriously and the process can be tracked through its different stages.
Use traditional mechanisms as relevant, such as referral to a council of elders, or invoking the positive influence of particular kinship, ceremonial or gender-based institutions of authority.
Use external mechanisms. If the dispute or grievance remains unresolved, external mechanisms—such as an agreed mediator, independent arbitrator, or referral to the services of representative bodies or non-government organisations with dispute resolution expertise—can help.
Maintain good communication with the parties involved, including communication about their issues, rights, interests and options.
Develop broader governance policy frameworks and charters that set out the codes of conduct, roles, responsibilities and rights of the governing body, management and staff in relation to members—and vice versa.