Staff Complaint Procedure
Introduction
If something's not right, we want to hear about it and put it right. We want all players treated with respect, but remember this goes both ways.
Before submitting a complaint, consider talking to the staff member in question directly, explaining your concerns. Inform them that you intend to make a complaint. Perhaps you have a misunderstanding, or perhaps they will resolve your concerns. Try a bit of conflict resolution before submitting a complaint.
Valid complaint reasons:
- A member of staff's attitude or conduct is not professional and in line with expectations
- A member of staff has broken rules
- A member of staff has purposefully been ignoring rule-breakers or reports
- A member of staff has treated players unequally, such as being more lenient with friends or more strict with enemies
- A member of staff is targetting certain individuals more than others
- A member of staff is not performing the duties expected of them (e.g. inactive, unhelpful, not responding to reports/complaints, not handling appeals in a timely manner)
- A member of staff is damaging the reputation/image of MCNR
- A member of staff has leaked private messages/chats/DMs
- A member of staff has leaked private/sensitive information
Invalid complaint reasons:
- A member of staff issued a valid punishment
- A member of staff enforced a rule
- A member of staff blocked/ignored me after I harassed them
- A member of staff did something legitimately allowed by the rules, e.g. killed me in-game for revenge
NOTES:
- If your complaint relates to a ban or infraction you MUST appeal it first and only complain once it's been responded to (link to it in your complaint).
- If your complaint relates to staff behaviour/actions OUTSIDE of the MCNR community (e.g. another Discord server) we will look at this on a case-by-case basis. While we do not have jurisdiction over other servers, we must protect the image and reputation of MCNR.
How to submit a complaint
Complaints can be posted in this 'Staff complaints' board on the forums, OR privately reported to [email protected].
If you wish to privately complain about management team themselves, email [email protected] or message the Community Manager directly.
The subject must be 'STAFF COMPLAINT: StaffName ' (replace StaffName with the staff name, and with a brief reason for the complaint).
The body should include your in-game account GUID and current name.
Instructions
When submitting a complaint you need to provide a clear explanation of the situation in as much detail as possible. Include screenshots and video evidence if it will help.
If there are witnesses, you can include them and they can provide information.
Response
The management team will check the complaints board/inbox daily and someone will be assigned to handle it.
Do not enquire about a complaint until 48 hours have passed.
The final response to a staff complaint will either be that it is accepted and action will be taken (not necessarily disclosed), or it was rejected (with reason(s) provided).
Escalation
If the complainant is not satisfied with the outcome of a complaint, they may request it be escalated to the next.
Complaints about a member of the management/operations team will be handled by a higher rank.
For example, if a complaint is made against the Community Manager, the (Assistant) Operations Manager must handle it.
Thank you.