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18.1 Principles
The Community is committed to resolving disputes and complaints promptly, fairly, and
transparently. All parties to a dispute shall be treated with respect and given a fair
opportunity to present their position.
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18.2 Informal Resolution
In the first instance, any dispute or complaint should be raised informally with the relevant
Community Manager or, where the complaint concerns a Community Manager, with the
COO. Many disputes can be resolved at this stage without formal proceedings.
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18.3 Formal Complaint Procedure
Where informal resolution is not achieved or is not appropriate, a formal complaint may be
submitted in writing to the COO (or, where the complaint concerns the COO, to the CEO or
CFO). The Executive shall: acknowledge receipt within 5 working days; appoint a panel of at
least two Executive officers not party to the dispute; invite the respondent to submit a written
response within 14 days; and communicate a decision in writing with reasons within 28 days
of the complaint being submitted.
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18.4 Appeal
Either party to a formal complaint may appeal the Executive’s decision within 14 days of the
decision being communicated. The appeal shall be reviewed by the full Executive (or a panel
of three Community Managers appointed for the purpose where the full Executive is
compromised by conflicts) within 21 days.
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18.5 Sanctions
Following the conclusion of proceedings, the Executive may impose one or more of: a formal
warning; temporary suspension from Community spaces or activities; removal of any
Community Manager appointment; termination of membership; or referral of an Executive
officer to a membership removal vote under Article 17. Sanctions shall be proportionate to
the seriousness of the breach.
