PORi Complaint & Grievance Policy

Guideline for handling complaints & grievances

While PORi goes to great lengths to assure fair treatment for all participants and attempts to anticipate problems, there will be occasional issues which come to the attention of PORi staff which require intervention and/or action on the part of PORi staff or an officer of PORi/Oncology Rehab. This procedural description serves as a guideline for handling such grievances.​

When a participant, either orally or in written format, files a grievance and expects action on the complaint, the following actions will be taken:
  1. If the grievance concerns an instructor, the content presented by the instructor, or the style of presentation, the individual filing the grievance will be asked to put his/her comments in written format. The PORi Course Coordinator/Project Manager will then pass on the comments to the speaker and the PORi Clinical Director, assuring the confidentiality of the grieved individual.
  2. If the grievance concerns the PORi CE program, in a specific regard, the PORi Clinical Director will attempt to arbitrate.
  3. If the grievance concerns the PORi Clinical Director in their role as an instructor, arbitration will fall on the PORi Operations Director.
  4. If the grievance concerns a course, lab or workshop offering, its content, level of presentation, or the facilities in which the course, lab, or workshop was offered, the PORi Clinical Director will mediate and will be the final arbitrator. If the participant requests action, the PORi Clinical Director chair will:
    1. attempt to move the participant to another course/lab; or
    2. provide a credit for a subsequent course/lab; or
    3. provide a partial or full refund of the participant's fee.
  5. Actions 4.1 and 4.2 will require a written note, documenting the grievance, for record keeping purposes. The note need not be signed by the grieved individual.