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  • Documenting Internal Dispute Resolution Procedures

    • DRA-1.1.3

      In order to make internal dispute resolution procedures as transparent and accessible as possible and to assist with staff training and awareness, all CMSPs must document their internal dispute resolution procedures. This includes setting out in writing:

      (a) The procedures and policies for:
      (i) Receiving complaints;
      (ii) Investigating complaints;
      (iii) Responding to complaints within appropriate time limits;
      (iv) Referring unresolved complaints to arbitration or other appropriate external dispute resolution mechanisms;
      (v) Recording information about complaints;
      (vi) Identifying and recording systemic issues;
      (b) The types of remedies available for resolving complaints; and
      (c) Internal structures and reporting requirements for complaint handling. CMSPs should provide a copy of the procedures to all relevant staff, so that they may be able to inform clients and users. A simple and easy-to-use guide to the procedures should also be made available to all clients and users of the services of CMSPs, either on request, or when they want to make a complaint.
      July 2010