The information below is intended to guide the public through the filing of a grievance and the process involved, including feedback on the grievance report.
A person wishing to submit a grievance against the BFSF or its employees (the “Submitter”) can submit this “Grievance” using the Grievance Form (GF), either identifying themselves or anonymously, to the BFSF. The GF template is available [here] for download or hard copies can be picked up at the BFSF Office.
Once the Grievance has been submitted using the GF, the BFSF will review the grievance submission and determine if the grievance form is complete or incomplete. For the avoidance of doubt, the definition of an incomplete submission is not exact and shall be assessed on a case-by-case basis. As a guide: a GF need not be deemed incomplete if some information is missing as long as BFSF is able to review a request and communicate appropriately with the Submitter.
If the submission is deemed incomplete, this will be communicated to the Submitter using the contact information provided, and logged in the BFSF Grievance database. For an Anonymous Submitter, this action will not take place.
For complete submissions, the BFSF will communicate to the Submitter, using the contact information provided, of the receipt of the grievance and log this in the BFSF Grievance database.
The maximum time between BFSF receiving a GF and communicating with a Submitter on whether the submission is complete or incomplete, is 5 days.
The review of the grievance submission will be undertaken by a team of three persons affiliated with the BFSF, two employees and a Board member. The decision of who should form that review team (“GP Review Team”) is determined by the Executive Director and any member of BFSF’s administrative team familiar with its Grievance Process or any person determined to be in a position to support the Executive Director / administrative team in that decision. If the subject of a Grievance is an employee of the BFSF, that employee shall not form part of the GP Review Team. And in the event the subject of the grievance is the Executive Director, then the Board member will select the GP Review Team.
For the avoidance of doubt, where appropriate, the GP Review Team shall consist of three persons: two BFSF employees and a Board member. However, technical guidance and input may be requested by the Executive Director / administrative team to any persons deemed appropriate to join the GP Review Team.
The GP Review Team will discuss the Grievance and will convene as appropriate whether in person, virtually by electronic means, or by email. Notes will be recorded on the key matters discussed, (ii) the decision taken, and (iii) how any aspect of the Grievance shall be incorporated in the operations and management of BFSF going forward. This will be entered in the Grievance database in sufficient detail and shared with the BFSF Board on a regular basis.
This review of the Grievance Submission will be completed within twenty (20) calendar days of the completion of Step 2.
The GP Review Team will communicate with the Submitter using the preferred contact information identified, in the form of a “Notification of Review Decision”. This notification will be logged in the Grievance database. If an Anonymous Submitter has agreed in the Grievance Form to the outcome of the review being made available to the public, BFSF will make public the outcome of the review in a format that is easily accessible for download (e.g., on the website of BFSF) and ensure it is made available for a reasonable period of time. Communicating the outcome of the Review will happen within five (5) calendar days of the completion of Step 3.
If after receiving the Notification of Review Decision, the Submitter has some questions or clarifications regarding the decision, they can request a meeting with the BFSF to have these questions answered. If required, at least one representative from the GP Review Team will make themselves available to meet – either in person or by electronic means – with the Submitter. For the avoidance of doubt, as shall be identified in the Notification of Review Decision, the purpose of this meeting is not to continue the review of the Grievance but to permit the Submitter an opportunity to provide their queries, comments or concerns regarding the process.
Grievance Submission and Review Process
Figure 1 outlines the process in instances where the identity of the person or organization submitting the grievance is made known by that person or organization.
Figure 2 outlines the process in instances where the identity of the person or organization submitting the grievance is not made known (i.e., the submission is anonymous)