CWU Complaints Procedure

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Letter to Branches




No. 066/15
Ref : GS18.10
Date: 2nd February 2015


To All Branches,

Dear Colleagues,

CWU Complaints Procedure

At its meeting in November 2014, the NEC agreed a new CWU Complaints Procedure.

This procedure is intended to standardise the way in which we handle complaints from members in circumstances when no other more appropriate procedure exists.

The attached booklet gives details of the procedure, the rationale, a form that should be used when complaints are being registered and a flow chart which describes the process. There is a separate guidance note for CWU representatives.

The first question that must be addressed, of course, is when is this procedure to be used? As the introduction to the Complaints Procedure makes clear, if the issue cannot be dealt by our bullying and harassment helpline, under the arrangements within the Legal Services department for complaints, or under the terms of rule 14 then it may well fall within the parameters of the Complaints Procedure.

The Complaints Procedure has been drawn up with the assistance of and input from colleagues who handle complaints in both industrial and central sections of the union. It has been the subject of discussion with Regional Secretaries.

Detailed presentations on the Complaints Procedure are being arranged for forthcoming meetings of Regional Committees. Discussions are taking place with Head of Education & Training to ensure that appropriate material on the Complaints Procedure is introduced into the CWU’s syllabus for representatives.

The Complaints Procedure and guidance notes will be introduced with effect from 1 February 2015. However, there will be a thorough review after 12 months of operation with the findings from that review being brought to a subsequent meeting of the NEC for consideration.

This is because the NEC recognises that it is important to test the assumptions underlying the Complaints Procedure in the light of experience and will be prepared to make any necessary changes as a result.


Any queries on this LTB should be addressed in the first instance to Simon Sapper, Assistant Secretary at CWU Headquarters.

Yours sincerely,
 
W. Hayes
General Secretary