QUILL Grievance Policy (Grievance Process below)

As per the policies of the QUILL Learning Network this grievance policy and process is available for its consumers.  If you have any concerns with your treatment by the Network, please feel to follow the process listed below.

1.2       Policy Title:  TREATMENT OF CONSUMERS

When working with consumers or possible consumers, the Executive Director shall not cause or allow any conditions, actions or decisions that

• are unsafe for consumers
• humiliate or embarrass the consumer
• intrude needlessly into the consumer’s life
• fail to give the consumer privacy
• fail to keep information confidential

The Executive Director may not

• use forms that ask for information that is not clearly necessary
• fail to protect consumer information so others can’t access it, including how it’s
  • • collected
    • reviewed
    • sent
    • stored
• use facilities that fail to give reasonable levels of privacy for consumers
• fail to have privacy policies in place that reflect the Privacy Act and deals with how to collect and protect information

The Executive Director may not provide services to customers without informing them of

• what they can or can’t expect from the service being offered
• the “Treatment of Consumer” policy
• the grievance process

 

Grievance Process

Responsibility	Action Required	Time Limit
Staff	Staff are to direct any grievances to the Executive Director.
Executive Director	If the grievance concerns a staff member, the Executive Director speaks to the consumer and tries to rectify the situation within 7 business days.  Executive Director reports the grievance to the Board of Directors.	7 business days
Board of Directors	If the situation is not rectified, the Executive Director will ask the consumer to submit their grievance in writing to the Board of Directors.  The Board will have 30 business days from receipt of the grievance to resolve the issue.	30 business days
Board of Directors	If the grievance concerns the Executive Director, the Executive Director will inform the Chair of the Board of Directors upon receipt of the grievance, whether it be verbally or written.  The Chair of the Board will acknowledge receipt of the grievance within 7 days.	7 business days
Board of Directors	Board of Directors will have 30 business days from receipt of the grievance to resolve the issue.	30 business days
Notification of Policy	QUILL Learning Network will post the grievance policy and the name and contact information of the Chair of the Board of Directors on the QUILL website.