Author Topic: How to submit a staff complaint  (Read 6099 times)

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Offline Mike

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How to submit a staff complaint
« on: November 01, 2019, 08:24:31 pm »

Staff Complaints

Introduction
This guideline outlines the procedures to be followed to submit staff complaints. 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 dissatisfaction. Inform them that you may make a complaint. Perhaps you have a misunderstanding. Try a bit of conflict resolution before complaining.

Valid staff complaints:
  • 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
  • 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 chats/DMs
  • A member of staff has leaked private information such as player IP addresses
Invalid staff complaints:
  • A member of staff issued a valid punishment
  • A member of staff enforced a rule
  • A member of staff blocked/ignored me (sometimes justified, if people are harassing or being annoying)
  • 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
For complaints that relate to staff that are Admins, Mods, Testers or Helpers, they must be submitted via email to [email protected].
For complaints that relate to staff that are Managers, they must be submitted via email to [email protected].

The subject must be 'STAFF COMPLAINT: StaffName' (replace StaffName with the staff name).

There is no other method of submitting a staff complaint. Do not post on the forums, do not message anyone on Discord.

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 in the email and they can provide information. You'll need to get their email address for this, or collect the information from them yourself to forward on. It must be made clear it is from them and not you.

Response
Once a complaint has been received, it will be initially reviewed by Mike to asses if it is a valid complaint and perform a preliminary investigation. It may then be passed down to a member of the Management Team to investigation further.

Do not enquire about the status of a complaint until the 72 hours has passed.

The final response to a staff complaint will either be that it is accepted and action will be taken internally, or it was rejected (with reasons provided).
We will not disclone internal actions taken as a result of valid staff complaints. That is between the management team and the member of staff.

Escalation
All staff complaints will be assigned to one manager to investigate and deal with.
If the complainant is not happy with the outcome, they may request it be escalated to the next rank up.
This process can be repeated until it reaches Mike.

Manager > Assistant Operations Manager > Operations Manager > Owner

If a complaint is made about a manager, someone from a higher rank must investigate it.
For example, if a complaint is made against the AOM, the OM must review it.


Privacy
Staff complaints are only to be discussed between the affected parties* and the Management Team. It is an internal discussion/decision by the Management Team on what action to take and nobody else's business.

The actions taken as a result of valid staff complaints will not be made public nor told to the complainant.

* Affected parties are the complainant and the member of staff that the complaint refers to. May also include witnesses.

Thank you.
« Last Edit: September 23, 2023, 02:11:22 pm by Mike »
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