Policies & Procedures Manual and Operations Handbooks: Section 24
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Updated June 2019
SECTION 24 OMBUDSMAM
The ombudsman should be a standing post. A volunteer should be selected by the Board of Governors each year to fill the position. The ombudsman should report to the Executive Committee but is not a member of the Executive Committee. The ombudsman has direct access to the Board of Governors with respect to any unusual or otherwise important complaints that are not readily rectified, except that this will not apply to those portions of IEEE Computer Society operations where procedures for appeal already exist.
24.2 DUTIES AND RESPONSIBILITIES
24.2.1 A copy of all IEEE Computer Society-related complaints received by the IEEE or IEEE Computer Society should be sent to the ombudsman. A standard form could be generated that indicates: the name/address of the member, the nature of the complaint, and the action instigated to rectify the problem. The ombudsman would not normally be involved with normal non-fulfillment complaints, except to receive a copy of the form.
24.2.2 The ombudsman’s address and purpose are sent out with all new membership applications (printed on the back of the IEEE Computer Society member application form). Members who do not receive the proper response for processing of their membership, and do not begin to receive publications in the time they expect, are invited to contact the ombudsman.
24.2.3 A brief notice, giving the address and purpose of the ombudsman, as a service to members, is published in each issue of Computer. A longer notice is published in Computer once a year, preferably in the months just after the memberships are renewed when most complaints are likely to be made. The ombudsman’s address should be given as a c/o address to the IEEE Computer Society office to avoid reprinting costs each year if the ombudsman changes.
25.2.4 Members are invited to write directly to the ombudsman if they have reason to believe their original complaint has not received the attention it deserves. The ombudsman is responsible for:
a. immediately acknowledging receipt of the complaint
b. investigating the nature of the complaint and investigating whatever action is necessary to rectify the problem
c. responding to the member with details of the actions taken and inviting he/she to correspond further if either this action does not solve the problem or if he/she still remains dissatisfied.
25.2.5 The ombudsman should provide an annual report to the Executive Committee for inclusion in the end of year Agenda Book report.