Complaints & Grievances
Filing a Complaint or Grievance
The terms complaint and grievance have subtle differences in their meaning and context. It is important to understand the differences before proceeding. If you have any questions or need help please contact the SOBI office.
If a situation involves illegal activity, the matter needs to be investigated through legal authorities. SOBI will wait for the legal authorities to complete their investigation before making any internal decisions or taking further action. Further information can be found here.
Complaint
A complaint is a general expression of dissatisfaction or concern. It can be about a specific issue, problem, or experience. Complaints are less formal. A complaint may be a simple request for change, clarification, or to inform the SOBI Board of an issue. Complaints are received by the SOBI office, then reviewed and handled by the Board of Directors. The complainant's information is kept confidential by the Board and SOBI office and neither the Board nor office will share the complainant's information or communicate with the respondent (the other party) without the complainant's express permission.
Information on the formal complaint process can be found here.
Grievance
A grievance is a formalized complaint, often one that involves a perceived violation of rights, rules, or a contract such as the SOBI Code of Ethics. A grievance typically involves a more serious, systematic issue, and as such typically has had a more significant impact on the person making the complaint. Grievances go through a formal process involving the Professional Conduct Committee. Grievances may lead to formal consequences or actions (e.g., disciplinary action, policy changes). Grievances are received by the SOBI office, then confidentially reviewed and researched by the Professional Conduct Committee (PCC). The PCC submits a recommendation of action to the SOBI Board of Directors.
Information on the formal grievance policy can be found in the SOBI Grievance Policy and the PCC Handbook.
Key Differences
- Context: Complaints can be about anything, while grievances typically involve significant or systemic problems (e.g., discrimination, violation of rights).
- Resolution Process: Complaints may be resolved through informal communication, while grievances involve formal procedures, possibly requiring the involvement of outside mediators or legal counsel.
In summary, a grievance is a more serious, formal complaint, typically tied to legal or organizational standards, whereas a complaint is more general and can be addressed informally.
A complaint and a grievance cannot be filed at the same time about the same incident. If needed, a complaint may be converted to a grievance.
If you have further questions, please contact the SOBI office.
About the Society
