Complaints

Complaints Procedure

We rely heavily on feedback from all members to maintain a working program. All complaints must be in writing, with names, membership numbers, and dates. We verify the identity of the WWOOFer making the complaint, but treat this information as confidential.

If we receive a written complaint, we will contact the Host about whom the complaint was made to follow up the issues raised. We will require the Host to provide us with contact and Membership details of other WWOOFers who have visited the Host. Failure to provide these details will result in the Hosts registration being cancelled.

We are aware that many problems arise due to personality conflicts, and we always take this into account when dealing with complaints. We also take into consideration the length of time a Host has been in the program and the number of WWOOFers they host.

NOTE: WWOOF cannot condone the breaking of State and/or Federal laws. WWOOF reserves the right to cancel a Hosts registration immediately if we believe the Hosts' actions may bring the name of the WWOOF program into disrepute.

General Complaints about Hosts

For written complaints about unsuitable accommodation, food, inaccurate Host entries, unreasonably long working hours etc. we will ask for details of other WWOOFers who have visited the Host.

We ask these WWOOFers about their experiences with the Host.

First complaint, we inform the Host of the complaint; discuss the issues raised and request a reply in writing and contact WWOOFers who have visited the Host for their feedback.

If the complaint is verified, we will discuss changes that will need to be adopted by the Host and, if appropriate, alter the Hosts entry in the book to better reflect conditions on the property.

Second complaint, we inform the Host again, discuss why this issue is still a problem, what can be done to resolve the problem and warn the Host that a third complaint will result in the Hosts registration being cancelled.

Third complaint, we will cancel the Hosts registration.

Complaints regarding Health and Safety or sexual harassment

If we receive a written complaint about health and safety or inappropriate behaviour, including sexual harassment, we will contact the Host to inform them of the complaint, and advise them that their Host registration has been suspended pending resolution of the complaint.

The Host entry will be removed from the WWOOF Book & App, the Host will be suspended from the WWOOF Forum, and the Host will be listed as no longer taking WWOOFers on the “Deleted Hosts” list on our Website and Amendment Sheet. This may seem harsh; however, when there is a concern raised about health and safety or sexual harassment, we must err on the side of caution, as we have a duty of care towards our members.

If the Host disputes the complaint, the Host will be required to provide us with a written statement refuting the complaint, and provide us with details of other WWOOFers who have visited the Host.

We will then contact these WWOOFers and ask them for their experiences with the Host. If similar concerns are raised we will cancel the Host's registration immediately.

If the complaint is resolved to our satisfaction, the Host will be reinstated, and be removed from the Deleted Hosts list on our Website and Amendment Sheet.

If we receive a second, written, similar complaint at any time in the future, the Host registration will be cancelled immediately.

Complaints about WWOOFers

We follow a similar procedure for complaints about WWOOFers. All complaints must be in writing, with names, membership numbers, and dates. We verify the identity of the WWOOF Host or WWOOFer making the complaint, but treat this information as confidential.

If we receive a complaint, we will contact the WWOOFer about whom the complaint was made to follow up the issues raised. We will also require the WWOOFer to provide us with details of other WWOOF Hosts they have visited. We are aware that many problems arise due to personality conflicts, and we always take this into account when dealing with complaints.

For complaints about inappropriate behaviour, unwillingness to work etc. we will contact other Hosts the WWOOFer has visited and ask these Hosts about their experiences with the WWOOFer.

First complaint, we inform the WWOOFer of the complaint, discuss the issues raised and request a reply in writing and contact Hosts who have hosted the WWOOFer for their feedback. If the complaint is verified, we will discuss changes that will need to be adopted by the WWOOFer if they are to remain in the program, if it is a very serious complaint we will offer them a refund and request the return of their WWOOF book or cancel their access to the WWOOF App.

Second complaint, we inform the WWOOFer again, discuss why this issue is still a problem, what can be done to resolve the problem and warn the WWOOFer that a third complaint will result in the WWOOFers registration being cancelled.

Third complaint, we will cancel the WWOOFers registration and request the return of their WWOOF Book or cancel their access to the WWOOF App.

NOTE: WWOOF cannot condone the breaking of State and/or Federal laws. WWOOF reserves the right to cancel a WWOOFers membership immediately if we believe the WWOOFers' actions may bring the name of the WWOOF program into disrepute.

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WWOOF Host SA373
2014-10-14, 16:10
Without a doubt our best WWOOFer was Sebastian, who we all jokingly called "The German Bobcat". He was a tireless worker who was always cheerful and w...