Page 8 - Interface April Issue 2025

REPORT ON ESCALATION LEVELS

FOR RESIDENTS

This report outlines the escalation levels and 3. Urgent Matters That Hold Risk or Serious Concerns
procedures for residents when dealing with In urgent situations that pose a risk to safety, security, or well-being, immediate escalation
various situations within the community, is required. These matters should be handled through the following channels:
including normal everyday occurrences,
nuisance, non-critical situations, and urgent Contact the CHOA – (012) 665 0506:
matters that present risks or serious concerns. • In the event of a serious concern, the CHOA office should be contacted directly. The
CHOA will assess the situation and take appropriate action or direct the matter to the
1. Normal Everyday Situations relevant authority.
Good Neighbourliness:
• In normal day-to-day situations where Contact the Control Room – (012) 665 3601:
residents are dealing with minor issues or • For urgent matters that require immediate response, the Control Room should be
conflicts, the expectation is that they engage contacted. The Control Room is available 24/7 to handle emergencies and coordinate
with each other in a neighbourly way. Open the necessary response.
communication, understanding, and mutual
respect are key components in resolving Contact the Bidvest Protea Coin Site Manager – 082 897 7813:
everyday matters. • If the situation is related to security or other urgent concerns that involve Protea
• Residents are encouraged to first speak Coin’s duties, the Bidvest Protea Coin Site Manager should be informed. The Site
with their neighbours directly to address Manager will have the necessary resources to handle high priority matters effectively.
any concerns in a friendly and co-operative
manner. Contact the Safety and Security Manager – 071 609 9149:
• In situations that involve potential safety hazards or security risks, the Safety and
Contacting the CHOA Office - (012) 665 0506: Security Manager should be contacted. This individual is responsible for overseeing all
• If a resolution cannot be reached through safety protocols and ensuring the security of the community.
direct communication, residents can contact
the CHOA office. The CHOA will provide Contact the General Manager – 082 852 9977:
assistance where necessary to facilitate a • For matters of significant urgency, particularly those involving high-risk situations or
resolution or offer advice on handling the operational concerns, the General Manager must be contacted. The General Manager
situation. will have the authority and oversight to manage the escalation and provide further
direction.
2. Nuisance Non-Critical Situations
In situations that are disruptive but do not Dispute Resolution Process
pose immediate risk or harm to individuals or 1. Neighbourly Resolution: The CHOA will always encourage neighbours to resolve
property, residents can escalate the issue using matters directly with each other before resorting to formal channels. This approach
the following channels: promotes a collaborative atmosphere within the community and helps maintain
positive relations between residents.
Good Neighbourliness will be considered as a 2. CHOA Mediation: If direct communication between neighbours does not result in
first step. a resolution, the CHOA can step in as a mediator to facilitate discussions and find a
mutually agreeable solution.
Contact the CHOA during office hours or 3. Dispute Declaration: If a resident wishes to escalate a matter formally, they may
Control Room After Hours – (012) 665 0506 / declare a dispute. In such cases, the CHOA will follow the dispute policy, which
665 3601: outlines the steps for addressing and resolving disputes, including timelines and any
• If the nuisance occurs after regular office necessary documentation.
hours, residents can contact the Control 4. Escalation to the CSOS: If the matter remains unresolved after CHOA intervention,
Room. The Control Room is available to the dispute may be escalated to the Community Schemes Ombud Service (CSOS) for
handle non-critical issues that occur outside professional mediation. The CSOS acts as an independent body to help mediate and
of normal business hours. resolve conflicts within community schemes.
5. Legal Process: If all avenues of resolution, including mediation and CSOS involvement,
Contact the Protea Coin Duty Manager – have been exhausted and the dispute remains unresolved, the legal process will be the
082 322 4829: final route. This includes formal legal action through the courts, as necessary.
• For situations that may require immediate
attention during after-hours, such as a Conclusion
disturbance or noise complaint, residents By following the outlined escalation levels, residents can ensure that issues are addressed
should reach out to the Protea Coin Duty in a timely and effective manner, depending on their severity. The goal is always to foster
Manager. The Duty Manager is responsible a harmonious and co-operative environment within the community, while also providing
for managing security and non-critical structured pathways for conflict resolution, should the need arise. The CHOA is committed
situations during off-hours and will be able to supporting residents through each step of the process, ensuring that concerns are
to address the concern appropriately. handled professionally and in accordance with the community’s policies.

INTERFACEDigimag | APRIL 2025 | 6