Any person or organisation receiving or seeking to receive a service from CNCF may make a complaint.

HOW COMPLAINTS CAN BE MADE:
A member of the public may make a complaint in any of the following ways:

• In person… At the CNCF office at 17 Harquail Drive
• In writing, submitted by hand…
  • by e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it …
  • by fax: 345-949-4519 or by post to:

• By telephone... 345-949-5477

Persons making complaints are encouraged to complete the CNCF Complaints Form and return it to the CNCF office. If it is not possible for the complainant to complete the CNCF Complaints Form, then a CNCF staff member will write the complainant’s details on the form. There is also a section for the staff member to note any observations about the complaint and complainant on the form. The complainant may request a photocopy of the completed form.

WHO WILL HANDLE THE COMPLAINT:
The complaint will initially be dealt with by the CNCF Managing Director. However, all staff are trained in the receipt of complaints and will be available to receive a complaint. Their immediate response will be to channel a complaint to the most relevant (or available) Director or Manager.

HOW THE COMPLAINT WILL BE HANDLED:
CNCF aims to handle every complaint promptly and fairly, with the following minimum standards:

• The complaint will be recorded and stamped with the date by the receiving employee and submitted without delay to the Managing Director or, in his/her absence, the person acting on his/her behalf.
• The Managing Director will acknowledge the complaint within three (3) working days and keep the complainant informed as to how the complaint is being dealt with. Where the complaint cannot be resolved immediately, the complainant will be provided with an interim response informing them of current progress.
• Within ten (10) working days of receipt of the complaint, the Managing Director will respond in writing to the complainant. The written response will include remedies and/or apologies where appropriate.
• If dissatisfied with the response from the Managing Director, the complainant has the right to request that the matter be reported to the Executive Committee of the CNCF Board.

COMPLAINTS COMMISSIONER
If, after exhausting the CNCF complaints process, you are still dissatisfied you may take your complaint to the Office of the Complaints Commissioner if your complaint is of the type that is handled by the Complaints Commissioner. The Complaints Commissioner is an independent person who investigates allegations of maladministration causing injustice to the person who has complained.

On resolution of the complaint(s), all complaint documentation will be retained on the CNCF Complaints file for seven (7) years.

All complaints received, along with their outcomes, will be treated in strict confidentiality and discussed only with necessary personnel in an effort to improve service.

Complaint Form.pdf