Volunteer Complaints procedure and Disciplinary Proceedings

Problem Solving

In the event of a problem, the Volunteer should first speak to the supervisor of his/her department, either verbally or in writing, and the problem should be resolved at this stage. 

1. If the complaint is with the immediate manager then the complaint should be  handled by the Volunteer Co-ordinator or TRCo chairman. A meeting between the two disputing parties may be arranged to discuss the complaint. 

2. If the complaint is with the TRCo chairman then the complaint should be  handled by the Volunteer Co-ordinator or TRCo vice chair. A meeting between the two disputing parties may be arranged to discuss the complaint.

3. The supervisor must respond in writing to the complaint as soon as possible and at least within seven days of the matter being raised, or after any meeting.

4. If this does not resolve the matter then the complainant has the right to ask that the matter be referred to the Volunteer Co-ordinator or TRCo vice chair who must then investigate the issues, and, if necessary, arrange meetings between the disputing parties. Again, written responses are required within seven working days of any meeting.

5. If the Volunteer feels that this does not resolve the matter, then it must be referred to the Company Board who must appoint representatives to investigate the matter, meet with the disputing parties and make recommendations to try and achieve an acceptable solution to the issues. Again, responses are expected within seven working days and a conclusion as soon as possible.

Disciplinary Proceedings

These may arise following a complaint from the public, from a fellow volunteer or a reportable incident or accident, or arising from theft, vandalism, malicious damage,  spreading of false or inappropriate information, deliberate falsification of documents, being obstructive or harassment. 

1. In the event of perceived unsatisfactory behaviour by a volunteer, the matter may first be settled by discussion between the volunteer and his/her manager or others as outlined in problem solving point 1.

2. This may indicate a need for training of the volunteer, extra support and/or supervision, or relief from duties that are inappropriate to his or her abilities

3. If this does not resolve the matter then the issue should be notified in writing to the Volunteer Co-ordinator or TRCo vice chair. The volunteer has the right to put his/her case to the verbally or on writing, and if he/she so wishes, be accompanied by a another volunteer.

4. Following this an informal meeting will take place with the volunteer and the department manager to discuss the issue and recommend a solution.

5. This may be the end of the matter but in some instances it may be felt necessary for a performance review and to set targets for future behaviour. A verbal warning may be issued and if progress is not satisfactory up to two written warnings may follow.

Failure to comply after two written warnings would lead to exclusion from the site.

1. There is a right of appeal to the Chairman of the Company Board, whose decision is final

2. In the case of serious misconduct such as theft, vandalism, malicious damage, deliberate falsification of documents, or harassment, the Railway reserves the right to immediately exclude the member from the premises whilst the matter is investigated, and permanently if the matter is found proven.

3. There is a right of appeal to the Chairman of The Company Board within 14 days of the decision being notified to the individual and his decision is final.

4. Written records should be kept after conclusion of each stage.