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--- members:complaintsprocedure [2025/03/18 15:33] – Replaced references to trustees with committee or committee members as per the minutes of the 11Mar2025 elaverick
+++ members:complaintsprocedure [2025/04/12 14:21] (current) – gareth
@@ Line 3: / Line 3: @@
 === Making a complaint ===
-A formal complaint may be made by anyone (members and non-members) by emailing a committee member individually or by using contact@newportmakerspace.org. If the complainant prefers, they can also deliver a written complaint to any committee member by hand, see the list of our committee members at the end of this document.
+A formal complaint may be made by anyone by emailing a committee member individually or by using contact@newportmakerspace.org. If the complainant prefers, they can also deliver a written complaint to any committee member by hand, see the list of our committee members at the end of this document.
 Informal complaints may be made in writing, but also verbally to a committee member. These complaints will still be recorded to be discussed by the committee, but will not result in a sanction. The committee members may decide by majority vote to escalate an informal complaint to a formal complaint if they perceive that there is an ongoing risk of harm.
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 === What happens next===
-Each complaint will be assessed on a case-by-case basis by the committee, who will investigate. Throughout this process the committee will endeavour to maintain clear and constructive communication between themselves, the offending party, and any other affected parties.
+Each complaint will be assessed on a case-by-case basis by the committee, who will investigate. Throughout this process the committee will endeavour to maintain clear and constructive communication between themselves, the alleged offending party, and any other affected parties.
-Following the investigation of a formal complaint, the committee may decide by majority vote to impose a sanction on a member. In extreme cases, the committee may be required to involve the police or other third parties. When making decisions, the committee will take the position of preserving the best interests of Newport Makerspace / Creudy Casnewydd and its community.
+Following the investigation of a formal complaint, the committee may decide by majority vote to impose a sanction on any user. In extreme cases, the committee may be required to involve the police or other third parties. When making decisions, the committee will take the position of preserving the best interests of Newport Makerspace / Creudy Casnewydd and its community.
 Sanctions include:
   * The issuing of a formal warning.
   * The revocation of access previously granted by induction to tools and machinery.
-  * Temporary suspension of a membership.
+  * Temporary suspension of a subscription/access.
-  * Permanent termination of a membership.
+  * Permanent termination of a subscription/access.
-The committee will consider the termination of membership for offenders who persistently demonstrate unwillingness to cooperate, or for very serious complaints.
+The committee will consider the termination of subscribers for offenders who persistently demonstrate unwillingness to cooperate, or for very serious complaints.
 The committee will keep all details of complaints strictly confidential, and not discuss the complaint with anyone apart from other members of the committee or involved parties. The committee cannot stop a complainant from discussing their complaint with others.
-The committee will report anonymized complaint discussions and outcomes at members’ meetings.
+The committee will report anonymized complaint discussions and outcomes at subscriber’ meetings.
 The committee will maintain a record of all formal and informal complaints. This record will include, at minimum, the date of the complaint, the complainant, the subject, and the outcome. This record will be kept strictly confidential and only accessible by current committee memebers. If a complaint is deemed to be without merit, it will be removed from the record.