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Grievance Procedure

Read Write Now Grievance Policy and Procedure Policy

Volunteers and students (or their representatives) have the right to express grievances, concerns or dissatisfaction with any element of the organisation's practices. Read Write Now is committed to operating within the Organisation's policy, and to providing a fair and equitable process for dealing with issues that arise.

Definition
A grievance is a complaint in respect of any matter affecting the relationship between students, volunteer tutors, their Coordinator and/or the staff of the Read Write Now Program. These matters may include issues of policy, working conditions, inappropriate behaviour, administrative or staff matters.

Access to Grievance Procedure
All students (or their advocates), volunteer tutors, Coordinators and local team members have ready access to the Grievance Procedure through either the RWN website, the Coordinator's Manual or by contacting RWN staff.

Role of Coordinators and Read Write Now staff
RWN staff have a clear responsibility to ensure that Coordinators are managed fairly and equitably. Similarly, Coordinators and local team members have that same responsibility toward volunteer tutors and the students. This can be achieved by:

  • Creating a working environment in which all tutors and students receive fair and equitable treatment
  • Ensuring that open lines of communication are established so that students and tutors feel free to discuss their concerns with immediate managers
  • Treating all concerns of students and tutors seriously and confidentially
  • Aiming to resolve grievances to the satisfaction of all parties

Principles
All matters in relation to grievances must be kept confidential.
The principles of natural justice will apply, ie:

- the right of all parties to be treated fairly

- the right to be heard

- the right to be informed of allegations

- a complainant has the right to withdraw grievances at any time in the process.

Procedure for Coordinators
In the event of a grievance, Coordinators will attempt to resolve the grievance firstly with:
- the person(s) concerned. If not resolved, or if not appropriate, then
- the RWN Manager
- If the grievance is with a member of the RWN staff, the Coordinator may wish to raise the matter formally with the Central Institute of Technology's relevant College Grievance Resolution Officers contactable through the Human Resources section 9202 4830 or email OSH@central.wa.edu.au.

Procedure for Tutors
In the event of a grievance, tutors will attempt to resolve the grievance firstly with
- the person(s) concerned. If not resolved, or if not appropriate, then
- the local Coordinator. If not resolved, or if not appropriate, then
- a formal complaint may be made in writing to the RWN Manager, who will respond within 14 days of receiving the written notification.

Procedure for Students
In the event of a grievance, students or their advocate will attempt to resolve the grievance firstly with
- the person(s) concerned. If not resolved, or if not appropriate, then
- their Coordinator. If not resolved, or if not appropriate, then
- a verbal complaint may be made to the RWN Manager.

Students are not expected to have to write their complaints-discussions will suffice with notes being made for them, checking for correctness of the account by reading back to the student before student signs. Students are welcome to have a support person with them throughout this process.