Procedure to Lodge a Complaint

Policy

1. SEEHOA acknowledges that a member who has a grievance or is dissatisfied with any matter concerning the estate shall have the right to lodge a complaint. The SEEHOA Board resolves to consider and attempt to resolve any such grievance at the earliest possible stage to the satisfaction of all parties.
2. Accordingly, SEEHOA has agreed to implement a complaint procedure, the main purpose of which will be to prevent and resolve conflict in the Estate and to protect the interests of management and employees.

Procedure

• Step 1: An owner who has a complaint must first report such a complaint to the Estate Manager and discuss the matter with him/her on an informal basis.
• Step 2: In the event of the complaint not being resolved during these discussions, the owner must inform the Chair of the Board that he/she wishes the matter to be treated as a formal complaint by writing to the Chair within five days of the above discussion.
• Step 3: A delegated member of the Board and the owner will endeavour to resolve the matter as soon as possible.
• Step 4: In the event of any complaint not being settled at Step 3, within 5 working days from date on which the grievance was referred to the Board, the owner may elect to have the matter referred to a meeting to be attended by the following:
  • a)The dissatisfied owner
  • b)His/her representative (but not a lawyer acting as such)
  • c)The Chair of the Board and the Estate Manager (unless the complaint concerns him/her. Then another Board Member will attend)
  • d) The committee must endeavour to resolve the matter within a maximum period of 5 working days. The Board’s decision is final.