Code of conduct complaints procedure – violation of ethics.
CHW Management, Manager and Founder – Carrie-Anne Selwyn
Mediator and Complaints Officer – Laura Simpson-Hall
Under these guidelines CHW considers six types of complaints regarding violation of our ethics:
1.) Alleged use of stealing other professional’s images/infographic or intentionally copying other members content.
2.) Alleged use of equipment or methods that causes unnecessary discomfort, both physical or mental, to either human or pet clients.
3.) Alleged bullying or harassment.
4.) Safeguarding issues; including taking advantage of vulnerable members or clients and/or any sexual harassment or abuse.
5.) The use of spam or unethical marketing practices, such as unauthorised messages selling products or services
6.) Poor or inadequate advice or support to clients; this includes failure to offer ongoing support or failure to help (once agreeing to take on your role) due to lack of knowledge/experience.
CHW may choose to deal with a matter according to either one or more of our ethics is dependent on the nature of the allegation.
How to report a complaint
Reports of alleged violation of our ethics and terms and conditions will be handled according to each policy as stated above.
The responsibility for the investigation of alleged ethic violations is designated to CHW Management and the CHW Mediator and Complaints Officer.
- Any person that feels they have been treated in any way that violates CHW ethics and terms and conditions of membership may file a complaint; CHW management and Mediator and Complaints Officer will only consider complaints filed on behalf of a third party if the complaint is accompanied by substantial evidence from the following publicly available sources; records, reports or court judgement.
- All ethics complaints will be investigated and handled in an appropriate time and documented in a confidentially. These will only be given access by the Mediator and Complaints Officer and CHW Management.
How to file a report of an alleged ethics violation
- Complaints must be made in a timely fashion; allegations of violations occurring more than 90 day prior to the alleged incident will be considered only under special circumstances.
The individual filing the alleged violation must present the allegation to Carrie-Anne Selwyn in writing to [email protected]
and this will be passed onto our Mediator and Complaints Officer. You will be then be sent a complaints form to fill in.
- We cannot respond to text messages or messages via Messenger for incidents regarding violation of ethics, other than responding to contact via email and are unable to make further comments via other forms of communication, other than email, until the full process has been followed. This is to fully protect all parties.
- The report will remain confidential throughout and after the process.
- The following information must be included in the alleged violation report:
- The names of the alleged person and the actual complainant in reference to the violation of CHW ethics and terms and conditions. This must be specific. The complaint must reference the area that you feel have been violated.
- A specific description including when and where the violation was alleged to have occurred, who was involved and what happened and evidence.
- CHW do not accept reports from sources of ‘here say’ or third parties unless from a public source and can only take allegations further with sufficient evidence.
- The reported person will only be contacted if sufficient evidence is given and details of any parties involved will be kept strictly confidential.
a) CHW will acknowledge receipt of the alleged violation without comment within 48 hours of receipt.
b) Reports will be kept confidential by all parties; this means no information about the complaint will be discussed with any other person other than CHW Management team and the Mediator and Complaints Officer. If confidentiality is breached it may be considered a violation of our ethics and terms and conditions.
c) CHW Management will forward the complaint to the Mediator and Complaints Officer. The details of the complaint will be kept confidential in order to preserve the ability to fairly and objectively interact with the member.
a) CHW will review the complaint. If necessary, they will gather more information and schedule an interview with the complainant via phone.
b) If the initial review indicates that the complaint is not a violation of CHW ethics and terms and conditions, then the complainant will be notified in writing and no investigation will be pursued unless further facts or evidence is proffered.
c) Once all the information and sufficient evidence has been gathered, CHW Management will make a decision based on the individual case and nature of the incident involved, this may include:
- Further education and mentoring.
- Membership suspension from one week up to six months; which may be combined with education.
- Termination of CHW membership.
- If an individual chooses to appeal the decision of CHW Management, they will be given 20 calendar days to do so.
- All materials considered will be given to the CHWmanager and Mediator and Complaints Officer and kept confidential.
- A final decision will be made within five (5 to 10) calendar days and the individual will be notified in writing.