A new complaint handling framework for the East of England

The position of the Regional Party in terms of complaints handling has, it appears, been an issue for some time. On assuming the position of Regional Secretary, it became apparent that the role included responsibility for handling disciplinary issues, in the absence of any evident structure. Events over the past nine months have made it clear that such a situation is untenable, and I have taken this opportunity to design a process for future incidents, which was formally adopted by the Regional Management Committee in the course of its meeting last night.

It reads as follows;

1. All complaints submitted for action by the Regional Party shall be transmitted to the Regional Secretary, or in the event of a potential conflict of interest, the Regional Chair, for consideration in the first instance. On receipt, the Regional Secretary shall ascertain whether said complaint should be dealt with at Local, Regional or State Party level, seeking clarification where appropriate and ensuring compliance with the English Party Membership Rules.
2. If the requirements indicated above are met, and the complaint is accepted as being best handled at Regional Party level, the Regional Secretary shall make a report to the next meeting of the Regional Management Committee, with a recommendation for action. Such a meeting may be by e-group if undue delay would otherwise result.
3. The Regional Management Committee shall decide, based on the report of the Regional Secretary, on whether to proceed with or reject the complaint, to refer it to an investigator or directly to a disciplinary hearing. It shall not be bound by the recommendation of the Regional Secretary.
4. The Regional Secretary, or in the event of a potential conflict of interest, the Regional Administrator, shall be, in the first instance, responsible for liaison between the Regional Party, the complainant(s) and the respondent(s), which will be handled in writing. This will, normally, be done by e-mail. This clause does not supersede the right of the investigator or disciplinary hearing to seek evidence.
5. The Regional Secretary shall not act as an investigator or member of a disciplinary hearing panel, and instead shall monitor the process, ensuring that deadlines and procedures as specified by the English Party Membership Rules and by the Regional Management Committee are adhered to. A record of complaints shall be maintained, including a copy of the formal complaint.
6. In the event of a conflict of interest, a member of the Regional Management Committee shall declare that interest and absent themselves from any further discussion of the complaint. If there is any doubt, members should seek clarification.

Target response times

• On receipt of an initial approach - a letter/e-mail will be issued by the Regional Secretary to the complainant within fourteen days.

• On receipt of a formal complaint - a letter/e-mail will be issued by the Regional Secretary to complainant and respondent, and notification of the complaint will be made to the Regional Management Committee with a recommendation within twenty-eight days.

• On notification of the complaint to Regional Management Committee - a formal decision on how/whether to proceed will be taken, appointment of an investigator/disciplinary hearing panel will be made as appropriate, and a letter/e-mail will be issued to complainant and respondent, providing confirmation of the decision, within twenty-eight days.

• On receipt of the findings of investigator - a letter/e-mail will be issued to the complainant and respondent, notifying them of the findings within fourteen days.

• On receipt of the findings of a disciplinary hearing panel - a letter/e-mail will be issued to the complainant, the respondent, Membership Services (if appropriate) and to the Local Party Secretary (if appropriate), notifying them of the findings within seven days.

All other deadlines shall be as specified by the English Party Membership Rules.