Dealing with complaints

Volunteers may contact the support line if they are feeling unhappy or frustrated by an aspect of their deployment, or because they have not yet been deployed.

Please refer to the available Resources for responding the queries to help find information that may help the volunteer. Utilise the CALMER framework to help the volunteer feel listened to and respected.

Escalating the complaint

If, following the communication with the caller, the complaint has not been deescalated and requires further action, mark this in the Form for the call.

This will be escalated to and picked up by the shift supervisor. If they are unable to resolve the complaint, it will then be escalated to the escalation team.