1. Welcome to Complaints and Code of Conduct

2. Aim
To help commissioners to respond to and minimise complaints at a local level.

3. Objectives
By the end of the session you will have discussed the commissioner’s role in: 1. Ensuring that leaders adhere to Girlguiding’s Code of Conduct 2. Managing the complaints process and sharing best practice. 3. Identifying the learning opportunities in relation to complaints and the Code of Conduct.

4. Code of Conduct for Volunteers
As a member of Girlguiding you are expected to:
respect everyone as an individual
set a good example in your own behaviour
respect everyone's right to privacy
show understanding when dealing with sensitive issues
adhere to the organisation's policies, as found in The Guiding Manual
abide by UK laws and legislation.
Introduce Code of Conduct part 1.

5. Code of Conduct for Volunteers
As a member of Girlguiding you must not:
permit abusive behaviour
have inappropriate physical or verbal contact with others
jump to conclusions or make assumptions about others without checking facts
show favouritism to anyone
encourage inappropriate attention-seeking behaviour
make suggestive or inappropriate remarks or actions
deliberately place yourself or others in a compromising situation.
Introduce Code of Conduct part 2.
Activity: Lucky Dip.

6. Code of Conduct- Unit Leader
All our volunteers must follow the Girlguiding Code of Conduct
This is essentially a promise that you make as a volunteer, to safeguard our membership and act as a role model for girls and young women in your unit.
Establishing and maintaining trust between volunteers and young members is fundamental to the work we do. To avoid jeopardising this trust - or accidentally putting any young person at risk - you must follow these guidelines.

7. Behaviour of Volunteers
It is essential that all volunteers observe Girlguiding policies and the guidance that supports them
This is to make sure we give girls and young women the best experience of guiding. The behaviour of all volunteers in Girlguiding must follow:
Our Code of Conduct
The description of your role
Our policies

8. Code of Conduct: Commissioners
As a Commissioner you are a vital part of making guiding happen in a safe and compliant way
You are responsible for managing adult members, volunteers and units in your area so that they are operating within:
Our Code of Conduct
Our policies including our recruitment check processes.

9. TASK
In your group discuss strategies to ensure that leaders adhere to the CofC.
Record on Cloud sheet.

10. Definition of a complaint
A complaint is an expression of concern or dissatisfaction about any aspect of Girlguiding.

11. Stage 1: Receiving & Investigating a complaint
Key messages
Talk to the complainant.
Spend time developing an understanding of the complaint.
Be thorough
Keep everyone informed
Record your findings

12. Stage 2- Responding to the complaint
Discussing the response to be made is time well spent.
Consider the words you use carefully.

13. Stage 3: Learning from Complaints
Key message: Do not forget the learning. You do not want this to happen again and then have to repeat the process.
Stage 4 – Review Process

14. Who does what: First stage
Complaint received by Leader or Commissioner
Leader/commissioner investigates & responds
Investigation carried out personally by leader or commissioner.
Response answers all issues, records are kept
Next level commissioner kept informed & asked for advice.
Complainant is not satisfied

15. Next stage Complaint is forwarded to County Commissioner.
CC investigates and responds
Response answers all issues.
An agreed time frame adhered to.
Records kept of all conversations and actions.
Complainant is not satisfied.

16. Complaint is forwarded to Region
Final stage
Complaint is forwarded to Region
Complaint Review
Details are forwarded to then Region Office & Chief Commissioner for review. The Chief Commissioner will not reinvestigate but will write to the complaint of the outcome of the review undertaken.
This is the end of the complaint procedure and Girlguiding can take no further action in respect of complaint

17. Task: Scenario Discussion
Key questions
What is best practice in responding to this complaint?
What can be learned from this complaint?
What actions need to be implemented to prevent a similar situation in the future?
Record on your Best Practice Cloud

18. Top Tips Did you include? Explain what will happen next Stay calm
Answer all issues.
Give feedback and ongoing support
Stay calm
Listen
E mpathise
A pologise
R eact
N otifyw concern to all involved
Stay calm
Listen carefully
Show concern to all involved
Ask questions
Remain impartial
Make notes of all discussions and actions
Adhere to agreed time frames

19. Summary
How we deal with complaints reflects our organisation – it should be caring & professional.
Our approach should be positive and pro-active.
Complaints should be dealt with impartially, consistently, reliably and honestly.
Keep everyone informed throughout the process.
The process should identify opportunities for change and improvement.

20. And finally
‘You will never change the past for anyone, but if you grasp the moment, you can change the future for everyone.’
Amy D Barnes