Dear Tijani, On Wed, Nov 2, 2016 at 11:22 AM, Tijani BEN JEMAA <tijani.benjemaa@topnet.tn
wrote:
What I said in the CCWG face to face meeting regarding the CEO intention of creating a Complaint Office:
- A good initiative
Yes, it is.
A well meant step, but we do have some comments. We need an overall macro design to ensure fairness in the overall organization, under which the initiatives could arise.
- Shouldn’t be part of the Legal department - Shouldn’t be a decision making decision - Should be more an interaction office than a complaint one - Should be a communication channel for the CEO to understand better and on time the concerns of the community regarding the staff performance
On this point, the Complaints Officer becomes a 'channel' as you mention, through whose eyes the CEO would perceive and understand problems. However constituted, the Complaints Office / Officer is another organ, and this again defines a rigid path for the CEO to see and understand issues. A much better way would be open up the channels of communication, remove any bottlenecks (as exist in a Government style hierarchy) and allow flow of information / consultations peer to peer, as much as possible and where required, across divisions, and in general by not being rigid about how communication is channelized. I would emphasize again the need for an overall macro design. Sivasubramanian M
------------------------------------------------------------ ----------------- *Tijani BEN JEMAA* Executive Director Mediterranean Federation of Internet Associations (*FMAI*) Phone: +216 98 330 114 +216 52 385 114 ------------------------------------------------------------ -----------------
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-- Sivasubramanian M <https://www.facebook.com/sivasubramanian.muthusamy>