All member complaints must be made in writing through the
contact section on the Macca.net website and CC’d to the
membership chair via firstname.lastname@example.org. The membership chair is responsible for
recording the e-mail complaint under that particular member’s profile within
Wild Apricot to keep proper records and timelines.
The membership chair must also respond to the complainant within
5-7 days of the complaint being sent, with a general message confirming receipt
of the message and informing them that the complaint is being processed through
the proper channels. In the same e-mail,
they will also inform the complainant that they will receive a response within 30
business days. The sitting MACCA President should be CC’d on all
The President will contact the appropriate parties (depending on
type and scope of complaint) and set up a phone conference ASAP to discuss the
issue and come to a solution, if possible.
If the solution requires a board vote in order to move forward, the
president will draft and send the e-mail to the board to vote on and allow 2
days to collect responses. It is best to
vote at a board meeting if time allows. There
must be a forum and votes must be received from a majority of the board in
order to count.
The President will inform the complainant of the decision/vote
through a personalized e-mail (MACCA official logo and signature
included). The President must also
provide their phone number for the complainant to use for clarification and/or
to discuss the issue further.