SRS Grievance Management Policy

Note: This policy is subject to change at any time. Please check all SRS Homestay Policies on a regular basis for updates.

Overview

This policy outlines the procedures to follow if a Student or Host has a grievance that cannot be resolved through informal communication. SRS Homestay encourages fair, respectful, and efficient resolution of all complaints.

Definitions

Harassment: Behavior that intimidates, offends, degrades, or humiliates based on gender, race, disability, or sexual orientation.
Discrimination: Treating someone unfairly due to a personal attribute or condition.
Bullying: Repeated, unreasonable treatment of another person in a degrading or offensive way.

Core Principles

Confidentiality: All complaints will be handled discreetly. Only those directly involved will be informed.
Good Faith: All parties must act honestly and respectfully. Malicious or false complaints will not be tolerated.
Support Person: Students and Hosts may have a support person or interpreter present at any stage of the process.

Complaint Resolution Process

Informal Resolution (Preferred First Step):
- Encourage open discussion between the involved parties.
- SRS Support Staff will help facilitate the resolution where appropriate.
- Informal resolutions are confidential and non-judgmental.
Formal Complaint (If Needed):
- Initiated when informal attempts fail or are not appropriate.
- The complaint is reviewed by the SRS Operations Manager.

Procedure for Handling Complaints

Listen with a fair, non-judgmental attitude.
Assist the parties in evaluating options.
Clarify expectations and appropriate behavior.
Seek facts, including:
- Who, what, when, where, how
- What outcome each party desires
- Any need for temporary changes (e.g., relocation)
Encourage respectful dialogue and honesty.

Documentation

All conversations, phone calls, and meetings should be recorded in the SRS Homestay system, including:

Attendees
Time and date
Discussion summary
Outcome and agreed actions

Final Resolution

At the conclusion:

Communicate the outcome clearly.
Set expectations for future conduct.
Reiterate that retaliation will not be tolerated.
Establish a monitoring plan to ensure the situation remains resolved.

Appeals

If unresolved, the Student or Host may appeal to the SRS Operations Manager by submitting a formal written request through SRS Support Staff.