At MYST, we are committed to providing services to the community. We value any feedback and complaints you may have as they provide us with an opportunity to improve our services.

1. How to make a complaint

  1. Complaints should be made in writing by email or letter and addressed to the Complaint Officer at:

2. Complaints procedure

Upon receipt of a complaint, we will acknowledge it within a reasonable time frame, and in any event, generally within [7 days]. We will inform the complainant of the steps we will take to investigate and resolve the issue.

  1. We will investigate the complaint. The Complaints Officer may request further information if necessary.
  2. We will resolve the complaint within a reasonable timeframe, generally within [30 days]. If we need more time to resolve the complaint, we will notify the complainant.
  3. If the complainant is not satisfied with the resolution of the complaint, the complainant can seek a review of the decision. The complainant should request a review in writing within [14 days] of receiving the resolution. The review will be reviewed by another member of the organisation not previously involved in the complaint.
  4. We will document all complaints and their resolutions for review and improvement purposes.

3. Confidentiality and privacy

  1. We will keep all records of the complaint and investigation secure and confidential, except where details of the complaint need to be disclosed in order to address the complaint effectively, disclosure is required by law or with your prior consent.
  2. We will handle personal information in accordance with our Privacy Policy.
Doc ID: 303551037.2