Process for redressal of complaints
The Incident Response team or Trust and Safety team receives and addresses complaints.
"Trust and Safety team" usually refers to the team that is tasked with creating/ updating the CoC/ FSP, handling the review process for the CoC, carrying out immediate and long-term interventions over complaints at events, responding to complaints from contexts other than events, proactively ensuring that the environment is safe and welcoming for everyone, and providing support to complainants (that is, those who have faced abuse, violence or harassment). The Trust and Safety team, alternatively called Support and Safety (SuSa) team, is responsible for activities that need continual engagement to ensure the safety and well-being of members of the community. Trust and Safety teams may also participate in general dispute resolution, which is a process different from handling violations of the CoC.
The team that is the primary responder to complaints or reports of violations of the CoC during an event is called "Incident Response" team. Such a team ideally comprises members of the event organising team, Trust and Safety team, and persons who are in the position to respond to CoC-related incidents at the event. These may include trained volunteers, persons responsible for managing volunteers, venue security staff, and even trained mental health professionals. The Incident Response team only functions at events and does not participate in resolutions of general disagreements and disputes within the community.
A Trust and Safety team may assume the role of the Incident Response team at an event. For events of short durations and/ or with a small number of participants, there may be no practical distinction between the roles and profiles of the two teams.
"Complaints committee" refers to a body that plays the limited role of receiving complaints and working on a resolution. A complaints committee is usually constituted within organisations and institutions, not for the purpose of events.
The CoC or FSP should include this information about the redressal process:
- Instructions for filing a complaint or reporting a violation of the CoC
- Contact information of the Trust and Safety/ Incident Response team
- Description of the steps that may be taken in response to a report/ complaint
- Information about how the resolution of the complaint will be enforced
Composition of the Incident Response/ Trust and Safety team
The composition of the Incident Response/ Trust and Safety team should reflect the diversity in the participant group. The nature and composition of the team depends on the different factors mentioned in the section entitled "Scope and profile of the event".
Members of the team should be non-partisan and should preferably declare conflicts of interest, if any, before the time the CoC comes into force. Members may recuse themselves as appropriate when responding to complaints/ reports with potential conflict of interest. Ideally, there should be at least member of the team who has no conflict of interest with reference to the event. This member does not perform any other role in the event, such as that of an organiser, speaker, facilitator or moderator.next: Romantic or sexual advances/ overtures