Case Study: Incorporated Society - Handling Complaints

April 28, 2020

Overview -

The client was a small incorporated society with only one full time staff member to run a whole of New Zealand operation. Franks Ogilvie provided advice to the client to ensure that this particular complaint was handled correctly and setting it up so in the future the client could be confident handling a complaint with minimal cost and time.

Issue –

A member of the public complained about one of the client’s members and the client came to Franks Ogilvie to make sure it followed the correct disciplinary process.

What we did –

The client had a constitution and a code of conduct for member behaviour but didn’t have a good understanding of how to manage it when a complaint was made.

Franks Ogilvie designed a process map for the client that made sure that they were handling this complaint correctly and would not face any further action based on the process. This ensured that we minimised the time and expense not only for this complaint, but for any future issues. We also made sure that this new process not only adhered to their constitution but also took in to account natural justice principles.

We designed the process to fit the client’s particular circumstances. The community that this society operated in was small and most members knew each other in some capacity so we had to make sure client didn’t commit to strict independence requirements that it couldn’t fulfill.

Outcome –

The client used this process to deal with the complaint inan efficient, practical way. The process was easy to follow and gave the decision-makers a clear idea of what they needed to do to finally resolve the issue.  

Need assistance with your incorporated society? Email Franks Ogilvie solicitor Aimee Dartnall

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