Procedure

Introduction

This document outlines the Seaside Resort’s community grievance mechanism, the process for receiving, acknowledging, investigating, resolving, and closing community complaints and grievances (hereafter called “complaints”). The Seaside Resort views complaints as an important part of managing impacts and encourages community members to submit concerns as they arise. In this way, the grievance mechanism serves as an integral part of the Seaside Resort’s approach to community engagement and risk mitigation. 

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Complaints received by the project provide opportunities to inform and improve how the Seaside Resort conducts business and to learn lessons so that conditions that could lead to similar complaints are prevented in the future. The Seaside Resort is committed to a consultative, fair, and equitable working relationship with community members who express concerns. The Seaside Resort is also committed to ensuring that no complainants will be subject to retaliation by either the Seaside Resort or other community members when they voice their concerns and participate in the grievance resolution process.

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This document outlines the complaints procedure, including the steps the Seaside Resort takes to address community complaints.

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Scope of complaints

A person or group can raise a complaint to the Seaside Resort if they believe Seaside Resort activities are impacting them or the community at large.

The Seaside Resort will evaluate all complaints received and will provide a response. Some complaints may be related to factors not connected to the Seaside Resort. In these cases, the Seaside Resort will send a written explanation of why it feels the complaint does not require further action by the Seaside Resort. In all other cases, the Seaside Resort will investigate the complaint and determine whether the Seaside Resort is responsible for or has contributed to the issues that led to the complaint. If the investigation finds the Seaside Resort has failed to comply with the standards to which it is legally held and/or to which it has committed, or if the Seaside Resort finds there are unintended or unforeseen impacts that have not been properly mitigated, the Seaside Resort will identify options for resolution and present an approach to the complainant. The Seaside Resort will further work to identify measures to prevent the recurring issue.

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Registering a complaint

Complaints are accepted verbally or in writing. There are several ways community members can register a complaint:
 

1. Contact a Community Liaison Officer at the Seaside Resort sales office. The office is open during normal business hours.

2. Fill out a complaint form (see form below) and mail or hand deliver to the Seaside Resort sales office.

3. Fill out a complaint form online at www.baytownseasideresort.com/complain

4. Call the Seaside Resort office (123-456-7890) and speak to a Seaside Resort representative during office hours or leave a message. A Community Liaison Officer will respond to all inquiries and messages within 48 hours.

5. Send an email to complaints@BaytownSeasideResort.com

When presenting the complaint, the complainant should provide as much information about the concern as possible, including copies of any relevant documents or photos.

The Procedure

In some instances, such as when a complaint is more of a question or request for information, the Seaside Resort may be able to resolve a complaint shortly after it is received. In this case, the complainant will be given the information necessary to address the issue, and the complaint will be documented and closed once the complainant is satisfied with the information offered. The entire complaint procedure shall not exceed 30 days.

When complaints are more complex and require some investigation, the following process will be used: 

Step 1:  Receive & Acknowledge Complaint

• Once the Seaside Resort receives the complaint, it will be recorded in a register.

• The Seaside Resort will acknowledge receipt of the complaint by letter within 5 working days of receipt. 

• The acknowledgment letter will specify a contact person within the Seaside Resort and describe what the complainant can expect next, including a timeline.

Step 2:  Evaluate, Assign Owner, and Investigate

• The Seaside Resort will assess the complaint to determine how it should be managed and, in most instances, assign an owner with the substantive expertise to resolve it. The complaint owner will work to understand, investigate, resolve, and follow up with the complainant. This may involve seeking information from different Seaside Resort departments or contractors.

• The Seaside Resort will work with the complainant to understand the cause of the issue and will need to contact the complainant during the investigation.

Step 3: Consult on and Implement Resolution

• Once the complaint has been investigated, in consultation with the complainant, the Seaside Resort will discuss the results and proposed resolution with the complainant, including a timeline for implementation.

• The Seaside Resort will implement the resolution either directly or through a third party in consultation with the complainant. 

• The Seaside Resort will review complaints regularly to ensure progress is being made toward resolution. If no progress is being made, the Seaside Resort may decide to escalate the complaint to Seaside Resort management. In such circumstances, the complainant will be updated on progress.

Step 4: Close and Monitor

• After the complaint has been fully investigated, the resolution has been implemented and monitored, and no further action is deemed necessary to resolve the issue, the Seaside Resort will close the complaint.

• The Seaside Resort will ask the complainant to sign a statement acknowledging the resolution. Signing the statement does not preclude the complainant from raising the issue again or seeking other avenues for redress should the resolution not result in a permanent fix or the issue recur.  

• If the complainant does not agree with the resolution offered, the Seaside Resort will close the complaint. The complainant may choose to appeal the decision to close the complaint (see Step 5) or seek other recourse.

• The Seaside Resort may re-open the complaint if the complainant provides new information.

• The Seaside Resort may contact the complainant after closure to ensure no other problems have arisen.

Step 5: Appeal (optional if the complainant is not satisfied)

• The Seaside Resort has established an additional mechanism for community members to appeal the closure of a complaint when they are not satisfied with the outcome of the investigation and/or the proposed resolution.

• The Seaside Resort will designate a Complaints Appeals Panel (the Panel) comprised of senior managers or trusted external third parties, including technical specialists familiar with the issue. Generally, these people will not have had previous detailed knowledge of the complaint or engagement with the complainant. 

• In some cases, the Panel may choose to include one or more reputable and independent third parties on the Panel.

• The Panel may refuse an appeal if it feels the complaint has not been presented in good faith. The decision must be reviewed and signed off on by the Seaside Resort President.

• In certain circumstances, the Seaside Resort may decide to appoint an individual mediator or Independent Appeals Panel that is neutral and wholly independent of the Seaside Resort. The decision to use such a wholly independent body will first be approved by the Seaside Resort President. 

• To ensure trust in the process, the mediator or individuals comprising the Independent Appeals Panel will be selected in consultation with the complainant and other key stakeholders. 

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Confidentiality and Anonymity

The community grievance mechanism encourages community members to openly exchange views and concerns about operations with the Seaside Resort. Confidentiality will always be observed to maintain confidence in the community grievance mechanism and ensure compliance with relevant laws.  Complainants may wish to:

• Raise a concern in confidence: Details will not be disclosed when a complainant asks the Seaside Resort to protect the identity and will remain secure with those Seaside Resort staff investigating the complaint.  However, a situation may arise where it will not be possible to resolve the complaint without revealing identity (for example, when evidence needs to be presented in court). In this case, the Seaside Resort will discuss with the complainant whether and how best to proceed.

• Raise a concern anonymously: Complainants raising a concern anonymously need to provide sufficient facts and data to enable the Seaside Resort to look into the matter without assistance. The Seaside Resort will make every effort to evaluate anonymous complaints; however, anonymity may make it more difficult to investigate, protect the complainant's position, offer and implement resolution, and give feedback.  

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Grievance Form