The CDDM’s policy on handling complaints and dissatisfaction has a twofold aim: one, so that members and anyone receiving assistance and support from the CDDM can benefit from the rights to which they are entitled under the organization’s code of ethics; and two, to ensure good relations within the team as well as between staff members and those we assist.

There are two (2) possible approaches:

• The process for dealing with dissatisfaction, which is more informal and immediately accessible, focuses on discussion and exploring possible solutions together. At any time during this process, a formal complaint can be filed.
• The grievance procedure entails filing a formal complaint to denounce a situation, request corrections, be heard and obtain a written response.