Our resolution process is designed to help all parties resolve the complaint. It’s a chance to share and understand each person’s opinion on the complaint.
The resolution process might involve:
- an REA facilitator speaking with each person separately to understand what’s important. We’ll then facilitate a process with everyone to resolve the issues
- a phone meeting with everyone to discuss the issues and explore options to resolve the complaint.
If the complaint is resolved between the parties, REA may then decide that the complaint does not need to be referred to a Complaint Assessment Committee (CAC).
If the complaint is not resolved, the complainant may ask for the complaint to be referred to a CAC. REA will then consider if it is appropriate to refer the complaint to a CAC, or whether to take no further action on the complaint.