Making a Complaint
Information about RJA’s Complaints Policy
Making a Complaint
If you are unhappy about the actions or inaction of one of RJA’s member groups or a Restorative Justice Aotearoa Executive Member then you may have the option of making a formal complaint.
You will need to put your complaint in writing to RJA’s Complaints Committee via the Convenor of the Committee. Whilst it is not compulsory to use the attached form, doing so ensures the Complaints Committee receives full details.
Complaints which will not normally be accepted
Formal Complaints relating to
- the actions of non member groups
- individual personnel of a member group
- a member group’s actions in areas unrelated to restorative justice
- the current actions of former executive members no longer involved with RJA
- the actions of current executive members not related to Restorative Justice Aotearoa’s work and/or which do not conflict with RJA’s principles and policies
- complaints which in the opinion of the Complaints Committee are trivial or have not harmed any party to any significant extent.
RJA’s Complaints Process
- All complaints are treated sensitively and seriously.
- Complaints are approached using a restorative framework. It is acknowledged that the very act of bringing a complaint implies that harm has been done. The focus of the complaints process is to repair that harm.
- The complaints process is private, but not confidential as the respondent is entitled to know that a complaint has been made and may be involved in resolution of the complaint. All information is also shared within the Complaints Sub-Committee. Nevertheless any information given will be treated sensitively and not normally be available to anyone outside the complaints process.
- RJA has a time-limited process for investigating and resolving formal complaints and responding to all parties concerned.
- You will be informed if the Complaints Committee decides it is not appropriate for RJA to handle the complaint and the reason(s) why.
- If your complaint relates to an Executive member and is accepted, an external facilitator may be used
- The Executive Officer is available as a point of contact for either party on process concerns that may arise.
- You are encouraged to bring a support person(s) to any face to face agreed meeting with a member or members of the Complaints Committee and/or any meeting with the respondent and their support persons.
- If it is decided to accept the complaint, both parties will be expected to participate in a facilitated meeting to address the harm which has been done and consider what needs to be done to put things right.
- If the complaint relates to a member group, RJA will offer assistance to the member group to help them improve their practice and/or address the harm that has been done.
- Both parties will be involved in deciding and agreeing the outcomes
- The Complaints Sub Committee will monitor any agreements reached between the parties concerned.
- Once a complaint process has concluded, the Complaints Committee will formally review the procedures followed and identify and implement improvements.
Sanctions: If a complaint is accepted but no agreement reached at the restorative meeting then the complaints committee may;
- Request respondent to make an apology and/or make restitution
- Demand that a member group comply with certain requirements e.g. attendance at specified training, or resign membership
- Recommend the withdrawal of Restorative Justice Aotearoa membership
- Ask the Executive Member to comply with certain requirements or resign from the Executive
Records
All complaints, responses received and agreed outcomes are recorded in a central log and held by RJA’s Executive Officer, currently the Complaints Committee Convenor. All other documentation is destroyed or deleted after the process is completed.
Costs
All costs incurred by any parties in a complaint or dispute shall be the responsibility of each party concerned. This includes the costs of attending meetings convened by the Complaints committee.
Withdrawal of complainant
A complainant has the right to withdraw a complaint at any time.
