​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​​


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Tijani BEN JEMAA
Executive Director
Mediterranean Federation of Internet Associations (FMAI)
            +216 52 385 114
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Sivasubramanian M