What authority does the Complaints Director have in resolving complaints?

The authority of the Complaints Director includes the ability to encourage informal resolution and refer complaints to alternative resolution processes. This approach reflects the intention to address issues in a manner that may be less confrontational and more collaborative, promoting quicker and more satisfactory outcomes for all parties involved. By focusing on informal resolution, the Complaints Director can facilitate discussions between the complainant and the individual being complained about, potentially leading to a resolution that is agreeable to both parties without the need for a formal investigation.

In addition, the option reflects an understanding of conflict resolution principles that prioritize communication and mediation before resorting to more formal proceedings. This is advantageous in managing complaints efficiently and promoting healing and understanding rather than simply concluding disputes in a definitive manner.