Complaint Procedure

The Cal Alumni Association (CAA) is a welcoming and inclusive organization that invites feedback in order to improve our programs and services for the greater alumni community. When possible, we always look to identify and solve any issues that might arise at the individual program level. Should this not be possible, we have designed a formal complaints procedure aimed at providing a positive resolution in a timely fashion.


WHO CAN FILE A COMPLAINT

Any person(s) with a concern can file a complaint about the conduct and/or actions of:

  • an employee of the Cal Alumni Association
  • a volunteer or member of the Cal Alumni Association
  • the programs, services, and/or offerings of the Cal Alumni Association

HOW TO FILE A COMPLAINT

STEP ONE

The formal complaints procedure starts with the CAA Program Manager/Director directly associated with the program involving the complaint. All complaints should be submitted in writing via mail or email to that CAA Program Manager/Director who will acknowledge the receipt of the complaint within seven business days.

The CAA Program Manager/Director will carry out a full investigation into the circumstances surrounding the complaint. The investigation may include but is not limited to:

  • Interviewing involved parties
  • Reviewing documents and written/verbal statements (when available)
  • Evaluating the circumstances surrounding the complaint

A full response to a complaint can be expected within 20 business days from acknowledgement of receipt, though, if the issue is complicated it maybe extended; any delay will be explained.

The response received from the CAA Program Manager/Director will also inform complainant of his/her right to appeal the outcome of Step One. Appeals must be submitted in writing to the CAA Program Manager/Director within 15 business days of receipt. Appeals will be moved to Step Two.

Complainants should proceed straight to Step Two if the CAA Program Manager/Director is involved with the complaint.

STEP TWO

Step Two involves a review of the complaint by the Chief Operating Officer (COO) at the Cal Alumni Association. The target times for response are seven business days to acknowledge receipt of complaint and 20 business days to complete investigation.

The Chief Operating Officer will verify that an investigation has been carried out fully and properly. The COO will ensure that the fundamental point of the complaint has been addressed and look at any outstanding issues raised by the complainant.

The response provided by the Chief Operating Officer will also inform the complainant of their right to appeal the findings should they not be satisfied with the outcome of Step Two. Appeals must be submitted in writing to the COO within 15 business days of the receipt. Appeals will be moved to Step Three.

Complainants should proceed straight to Step Three if the Chief Operating Officer is involved with the complaint.

STEP THREE

Step Three involves a review of the complaint by the Executive Director of the Cal Alumni Association. The target times for response are seven business days to acknowledge receipt of complaint and 20 business days to complete investigation.

The Executive Director will verify that the investigation during Steps One and Two has been carried out fully and properly. The Executive Director will ensure that the fundamental point of the complaint has been addressed and look at any outstanding issues raised by the complainant.

In Step Three, the Executive Director may deem it appropriate to bring the complaint before the CAA Board of Directors.

The response received from the Executive Director and/or the CAA Board of Directors will inform the complainant of the ultimate resolution of the complaint. All decisions reached in Step Three are final.