Policy 7.1.2 Handling of Administrative Fairness Complaints

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POLICY – 7.1.2 Handling of Administrative Fairness Complaints Page 1 
 
Policy: 7.1.2 
Approved By: Trust Council 
Approval Date: June 11, 1994 
Amendment Date(s):  March 9, 2001 
Policy Holder: Legislative Services Manager 
 
HANDLING OF ADMINISTRATIVE FAIRNESS COMPLAINTS 
Purpose 
To ensure that best effort is used to handle formal complaints regarding Islands Trust administrative practices, 
processes and procedures (excluding land use bylaw infractions) in a fair, equitable and timely manner in 
accordance with the Administrative Fairness Principles Policy. 
A. Definitions 
Formal complaints are limited to those submitted in writing and directed to the Chief Administrative 
Officer (CAO). 
Islands Trust refers to the following decision-making bodies: Trust Council, a local trust committee and 
the Executive Committee, as well as trustees or staff. 
Ombudsperson Office referrals of complaints should be directed to the CAO. 
Review Bodies include the CAO and the Executive Committee whose roles are explained in Section B. 
Verbal concerns should be handled by trustees and staff within the spirit of this policy. 
B. Principles 
1.  Confidentiality - To protect the privacy of the complainant, formal complaints should be 
handled in a confidential manner by trustees and staff upon receipt from the complainant and 
upon referral by the CAO or the Executive Committee, unless the complainant provides a 
written waiver of this provision to the CAO. The complainant and complaint will be made 
known to the affected staff, trustees or local trust committee. 
2.  Availability - The provisions of this policy should be available to every person or organization, 
including Islands Trust trustees and staff affected by a decision or action of the Islands Trust. 
3.  Notification - Trustees and staff should advise parties who might be adversely affected by a 
decision or action of the Islands Trust, or upon request, of the provisions of this policy should 
they wish to dispute a matter. 
4.  Acknowledgement - All formal complaints should be acknowledged, stating the expected 
process and time-frame to be taken to respond to the complaint, as well as any limitations of 
the review process with respect to the complaint. 
5.  Accountability - All formal complaints should be responded to, with reasons, with a view to 
using best efforts to resolve the complaint. 

 
POLICY – 7.1.2 Handling of Administrative Fairness Complaints Page 2 
6.  Ombudsperson Office - Referrals from, requests for assistance to, or complaint file 
communications with the Ombudsperson, shall be directed through the CAO, or, alternatively, 
the Islands Trust Chairperson. 
7.  Corporate secretary’s Role - The Corporate secretary is to coordinate the handling of 
administrative fairness complaints in an objective manner.  
8.  Executive Committee's Role - The Executive Committee's role, within the provisions of Section 
4(3) of the Islands Trust Act, is to review matters related to the day-to-da

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