COMPLAINT PROCEDURE
Formal Complaints:
1. To proceed to the formal level for complaint review, the employee must
submit a written request within fifteen (15) calendar days of either the response
by the Program Director or the date of the incident which has caused the
complaint to Human Resources at hr@icesonline.org.
The complaint review request must include the reason the employee would like
the issue/situation to be reviewed with any supporting
information/documentation. In addition, the employee must state what the
desired outcome is from the review.
2. Upon receipt of the written request from the employee, Human Resources
will provide the request to the Chief Operating Officer (COO) or their designee. If
the matter involves the COO, Human Resources will forward the complaint
directly to the Chairman/President.
3. The COO or their designee will conduct an administrative review of the
complaint and will inform the employee and Human Resources if additional
information or a meeting is necessary to further assess the complaint.
If the employee requesting the complaint review fails to provide the required
information and/or attend the meeting within the specified timeframe, the
complaint will be deemed incomplete. Consequently, the original decision will be
upheld, the file will be closed, and no further action or additional complaints
regarding this situation will be considered.
If a meeting is needed during the complaint review process, the employee will
have the opportunity to present their concern(s) and any information pertinent to
the situation. The COO or their designee may ask questions or request additional
information from the employee.
4. The administrative review will be conducted within fifteen (15) calendar days
of receiving all pertinent information regarding the complaint. The COO or their
designee will notify the employee and Human Resources of the administrative
review decision in writing. A copy of the complaint review determination will also
be uploaded to the employee’s Paycom file.