The Channon Craft Market
COMPLAINTS AND DISPUTES POLICY

Each service user is free to raise and have resolved any complaints and disputes that he/she may have regarding The Channon Craft Market.

Definition:
A complaint or dispute is anything at all which a consumer or staff member feels is unfair, or which they are unhappy about in regards to the service or how the service is delivered.

Purpose:
To give people the opportunity to discuss and have resolved any concerns they may have with the market. The Management Committee believes that all people have the right to raise any complaint/dispute they may have and have them resolved in a confidential and timely manner, without the fear of retribution.

Procedure:
• All persons will be made aware of what to do if they need to make a complaint/grievance regarding the service.
• Staff members will be informed as part of their orientation
• The stallholders/public will be informed in regular articles
in newsletter

Process:
Anyone raising a concern will be encouraged to approach the person they have the grievance with. However if this process is difficult, they should discuss their concerns with the co-ordinator or a committee member whoever they feel most able to approach.

Possible solution and outcomes, which will best meet their needs, will be discussed.

The person dealing with the concern will ask the other party if they wish this grievance to be recorded (see complaints/grievance form).

Should a complaint still not be resolved the person may wish to take the grievance to the Management Committee either directly or in writing at the monthly meeting.

At this stage the management committee may intervene. If no possible solution can be negotiated they party may appoint either a mediator/advocate or defer it to a special meeting (see constitution)

The Management Committee will respect each individual’s requests/solutions and shall attempt to resolve all such complaints/grievance/disputes in a professional manner in the best interests of the market and within it guidelines of the Regulations
and the Acts.