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Handling Operational Complaints

  • Policy Name: Handling Operational Complaints
  • Policy Types: Governance Process
  • Number: GP-11
  • Date Approved: October 20, 2025
  • Date Amended: 
  • Date Last Reviewed: 

To ensure that the Board fulfils its accountability to the Ownership but does not interfere in matters it has delegated to the CEO, the following process shall be followed in the case of a Trustee receiving a complaint regarding an operational matter.

1. The individual shall be directed to the appropriate person, and the Trustee shall take no further action.

2. The Trustee shall not offer any evaluative comments or solutions.

3. Indicate that the CEO will be asked to ensure that the matter is looked into and respond directly or through a delegate.  

4. The Trustee shall inform the CEO or individual designated by the CEO of the complaint, and request that it be handled.