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GRIEVANCE RESOLUTION POLICY AND PROCEDURE

Carlie Eden aims to address any grievances or concerns. This can be formally or informally.

Any student or client has the right to make a complaint to be addressed and resolved by Carlie Eden (respondent) or a third party.

It is encouraged and expected that all reasonable attempts have been made to resolve the complaint directly with the respondent.

It is expected that the complainant has been acting with integrity and not using drugs or excessive alcohol including plant medicines.

It is expected that all details of the grievance have been clearly outlined with the person involved unless that person is being accused of abuse, harassment, harm or intimidation (or anything else that causes the complainant to feel unsafe).

It is expected that the complainant allow reasonable time for the respondent to respond and is able to clarify any details (14 days).

It is also expected that the complainant make reasonable effort to resolve the matter with the respondent to the satisfaction of both parties in a timely matter (14 days).

The complainant can expect to be treated with respect, professionalism and understanding in a timely matter.

The complainant can expect that the respondent will make all reasonable efforts to understand the complainants grievance and to resolve it in a timely matter (14 days).

If lodging a complaint, the respondent will require in writing:

-Nature, date, time, location, people involved and any other relevant information.

-Steps taken to resolve the grievance including any discussions with external parties.

-What the complainant would like the respondant to do to resolve the issue and any assistance they would like to receive.

-Clearly state when the complainant is satisfied.

If there is no resolution directly with the respondant it can be escalated to an external party with the intention of resolution. Use of an external party and mediation is a last resort and will not be at the expense of Carlie Eden unless discussed and agreed upon mutually.

If Carlie Eden decide that they do not have a useful role in resolving the grievance, they will make this clear to the complainant and suggest alternative approaches.