VAA Complaints Procedure

FORMAL COMPLAINT PROCEDURE 

This procedure outlines a recommended course of action following the submission of a formal complaint to the Delegate (or Alternate) acting in their capacity as Area Safety Liaison. This procedure is to be used in conjunction with the Virtual Area A Safety Policy. 

PURPOSE 

To provide a fair, timely, and confidential process for addressing formal complaints involving alleged breaches of the AA Code of Conduct or VAA Safeguarding Policy, ensuring the safety, dignity, and unity of the Fellowship while maintaining VAA’s ability to function effectively. 

Step 1 – Lodging a Complaint 

• Complaints must be submitted in writing to the Delegate (or Alternate Delegate if the Delegate is the subject). 
• Include:
  - Date(s) and time(s) of incident(s)
  - Description of behaviour and relevant policy breach
  - Any supporting evidence (emails, screenshots, documents) - Names of witnesses (if applicable) 

Step 2 – Acknowledgement & Initial Safety Check 

The Delegate (or Alternate Delegate) will: 

• Acknowledge receipt within 48 hours. 
• Assess for: 

·  -  Immediate safeguarding or safety risks (per Safeguarding Policy: call 000 if urgent) 

·  -  Whether temporary action is needed (e.g., suspension from service pending review) 

·  -  Preserve any evidence if safe to do so 

• Confirm that no retaliation or victimisation will occur for raising the concern. 
• Bring the complaint to the Steering Committee (in the absence of the subject of the complaint, if they are a member of the Steering Committee) as soon as practicable. 

Step 3 – Notification of Respondent 

• Where it is safe to do so, the subject of the complaint will be informed as soon as practicable after the initial safety check has been completed. 

·  Initial notification will include: 

·  The general nature of the allegation (e.g., the type of behaviour and the setting in which it is alleged to have occurred) 

·  The relevant policy or Code of Conduct provisions allegedly breached 

·  Assurance that they will have the opportunity to respond fully during the investigation 

·  An instruction not to contact the complainant or potential witnesses about the matter 

·  Information about the process and their rights, including the right to a review of process after a decision is made. 

• Initial notification will not include: 

-  The complainant’s identity (unless already public and disclosure is safe and agreed) 

-  All evidence or detailed witness statements (these will be shared at the point of seeking the respondent’s formal written response during the investigation) 

Step 4 – Appointment of Review Panel 

A Review Panel may be formed as an ad hoc subcommittee of the Steering Committee composing of: 

1. One Steering Committee member not involved in the matter 
2. One past Delegate or experienced trusted servant 
3. One AA member from outside VAA (including its registered groups) to ensure impartiality

All panel members must declare conflicts of interest before commencing. 

Step 5 – Investigation 

The Review Panel will: 

• Invite written response from respondent (7-day deadline) 
• Interview complainant, respondent, and witnesses as required. 
• Assess evidence against definitions in the AA Code of Conduct and VAA Safeguarding 

Policy: 

• -  Bullying 
• -  Harassment 
• -  Discrimination 
• -  Abuse of power 
• -  Threats, violence, coercion, or exploitation 
• -  If illegal conduct is suspected, recommend reporting to police or relevant authorities. 

Step 6 – Findings & Recommendations 

The Review Panel will produce a confidential report for the Steering Committee, including: 

• -  Summary of complaint 
• -  Findings of fact 
• -  Recommended actions (e.g., mediation, apology, service suspension or removal, exclusion from meetings) 

Step 7 – Decision & Implementation 

The Steering Committee will: 

• -  Review the panel’s report in a closed meeting. 
• -  Make decisions by substantial unanimity. 
• -  Provide written outcomes to complainant and respondent, with clear instructions for any required actions. 

Step 8 – Follow-Up & Monitoring 

If actions require further review (e.g., reinstatement, mediation outcomes), a timeline will be set (usually 3 months) for follow-up. The Steering Committee will monitor compliance; failure to comply may result in further action. 

Step 9 – Confidentiality 

• Information shared only with those directly involved in managing the complaint. 
• Records stored securely for 7 years in line with Safeguarding Policy retention guidelines. 

Step 10 – Assembly Reporting 

Steering Committee will provide the Assembly with procedural updates only. No identifying details or specifics of the complaint are disclosed. 

Step 11 – Right of Review 

Either party may request a review of whether the procedure was followed (not a re-hearing of the facts) within 14 days of decision.