Step 1 — Raise it with the office. Contact the office by phone, in person or through the enquiry form on the contact page. Provide enough information for the matter to be reviewed, including your name, membership number where applicable, what happened and any relevant dates or references.
Step 2 — Acknowledgement and review. Your complaint is recorded and assigned to the responsible officer, who reviews the records relating to it.
Step 3 — Response. You receive a response through your preferred contact channel, explaining the finding and any correction made.
Step 4 — Escalation. If you are not satisfied, you may ask that the matter be placed before the leadership committee, and thereafter before the general meeting in line with the by-laws.
Feedback and suggestions are welcome through the same channels and are shared with leadership.