[FEATURE] Mediation, Complaint Handling, and Dispute Resolution (#13)

Migrated from:

* https://typo3.org/community/values/mediation
* https://typo3.org/community/values/mediation/complaint-handling-policy
* https://typo3.org/community/values/mediation/dispute-resolution-policy

Author: mabolek

Documentation/Community/ComplaintHandling.rst

@@ -0,0 +1,75 @@
+..  include:: /Includes.rst.txt
+..  _complaint-handling:
+
+=========================
+Complaint Handling Policy
+=========================
+
+..  _complaint-handling-goals:
+
+Goals of the TYPO3 Complaints Handling Policy
+=============================================
+
+TYPO3’s Complaints Handling Policy aims to provide a means for receiving complaints or feedback, encourages the reporting of community complaints and issues, ensure that the Complaints Handling process is easily accessed, understood by the TYPO3 Community, meets the requirements of the TYPO3 Project strategy, and provides for a fair, equitable and timely response.
+
+..  _complaint-handling-definition:
+
+Definition of a Complaint
+=========================
+
+Expression of dissatisfaction made to the TYPO3 organization, related to its Code of Conduct, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
+
+..  _complaint-handling-applicability-and-scope:
+
+Applicability and Scope
+=======================
+
+This document does not apply to complaints referred for resolution outside the organization or for TYPO3 Company employment-related disagreements.
+
+Only complaints within the :ref:`Applicability and Scope <coc-applicability-and-scope>` of the :ref:`Code of Conduct <coc>` are covered by this policy.
+
+..  _complaint-handling-commitment:
+
+Commitment, Capacity and Competence
+===================================
+
+The TYPO3 Ombudsperson Group, on the behalf of the TYPO3 Association, is actively committed to defining and implementing a complaints handling process. This team gets sufficient resources from the TYPO3 Association in order to be committed to complaints handling, and to manage it effectively and efficiently. These include resources such as training, procedures, documentation, external specialist support, materials and equipment, software and finances. This resource’s allocated budget follows the same approval process as any TYPO3 official team and is reviewed annually.The ombudsperson group lead is the budget owner.
+
+The TYPO3 Ombudsperson group members have the personal attributes, skills, training, education and experience necessary to handle complaints.
+
+..  _complaint-handling-transparency-accessibility:
+
+Transparency and Accessibility
+==============================
+
+The complaints-handling process is communicated to TYPO3 Association members, TYPO3 Company employees and other relevant interested parties. Individual complainants are provided with adequate information about the handling of their complaint.
+
+The complaints-handling process is easily accessible to all complainants on the official TYPO3 websites. It details the steps about making and resolving complaints. The complaints-handling process and supporting information is easy to understand and use. The information is in clear language, in English, and if published on digital documents, in `PDF/UA <https://en.wikipedia.org/wiki/PDF/UA>`__ format, so that no complainants are disadvantaged.
+
+Access to the complaints-handling process is free of charge to the complainant.
+
+..  _complaint-handling-responsive-timely:
+
+Responsiveness and Timeliness
+=============================
+
+The TYPO3 Ombudsperson Group addresses the needs and expectations of complainers with respect to complaints handling. Complaints are handled as expeditiously as feasible given the nature of the complaint and of the process used.
+
+..  _complaint-handling-integrity-confidentiality:
+
+Information Integrity and Confidentiality
+=========================================
+
+The Ombudsperson Group ensures that the information about its complaints handling is accurate and not misleading, and that data collected are relevant, correct, complete, meaningful and useful.
+
+Personally identifiable information concerning the complainant is available where needed, but only for the purposes of addressing the complaint within the organization and is actively protected from disclosure, unless the complainant expressly consents to its disclosure or disclosure is required by law.
+
+..  _complaint-handling-process:
+
+Complaint Handling Process
+==========================
+
+A complaint can be sent by any TYPO3 Association member, TYPO3 official event participant, or TYPO3 Company employee by emailing the TYPO3 Association Ombudsperson Group via the `official typo3.org form <https://typo3.org/community/teams/ombudsperson/report>`__ or `ombudsperson@typo3.org <mailto:ombudsperson@typo3.org>`__.
+
+..  figure:: Images/ComplaintHandling.svg
+    :alt: A flowchart outlining a complaint handling process with steps: Receipt, Investigation, Response, Continue, and External Dispute Resolution, showing decision points and actions such as updating tickets and emailing complainants.

Documentation/Community/DisputeResolution.rst

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+..  include:: /Includes.rst.txt
+..  _dispute-resolution:
+
+=========================
+Dispute Resolution Policy
+=========================
+
+..  _dispute-resolution-goals:
+
+Goals of the Dispute Resolution Policy
+======================================
+
+TYPO3’s Dispute Resolution Policy aims to provide guidance to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for complaints. Dispute resolution provides a solution when the TYPO3 organization fails to solve a complaint internally. Most complaints can be successfully resolved within the organization, without the need for more time-consuming and confrontational procedures.
+
+..  _dispute-resolution-definition:
+
+Definition of a Dispute
+=======================
+
+Disagreement, arising from a complaint submitted to the TYPO3 organization.
+
+The first expression of dissatisfaction made to the TYPO3 organization is a complaint. It is then handled by the :ref:`Complaint handling <complaint-handling>` process.  It becomes a dispute if not resolved by the organization internally.
+
+..  _dispute-resolution-resolver:
+
+Dispute resolver
+================
+
+Since dispute resolution takes place when a complaint cannot be resolved internally by the members of the Ombudsperson Group, the dispute resolver must be someone external to the TYPO3 organization.
+
+Dispute resolvers should have the personal attributes, skills, training and experience necessary to discharge their responsibilities in a satisfactory manner.
+
+The TYPO3 community is international. It is therefore possible that a dispute may arise between two parties from different countries and native languages. Depending on the situation, the dispute resolver will be selected to ensure the best conditions for communication between the parties.
+
+..  _dispute-resolution-scope:
+
+Applicability and scope
+=======================
+
+This document does not apply to disputes referred for resolution outside the organization or for TYPO3 Company employment-related disputes.
+
+Only disputes within the :ref:`Applicability and Scope <coc-applicability-and-scope>` of the :ref:`Code of Conduct <coc>` are covered by this policy.
+
+..  _dispute-resolution-consent:
+
+Consent to participate
+======================
+
+Participation of the complainants in dispute resolution offered by the TYPO3 organization is voluntary. Consent to participate should be based on full knowledge and understanding of the process and possible outcomes.
+
+..  _dispute-resolution-transparency-accessibility:
+
+Transparency and accessibility
+==============================
+
+The dispute resolution process is communicated to TYPO3 Association members, TYPO3 Company employees, and other relevant interested parties. Individual complainants are provided with adequate information about the handling of their dispute.
+
+The dispute resolution process is easily accessible to all complainants on the official TYPO3 websites. It details the steps about making and resolving disputes. The dispute resolution process and supporting information is easy to understand and use. The information is in clear language, in English, and if published on digital documents, in PDF/UA format, so that no complainants are disadvantaged.
+
+Access to the dispute resolution process is free of charge to the complainant.
+
+..  _dispute-resolution-fairness:
+
+Fairness
+========
+
+The TYPO3 organization should engage in dispute resolution with the intent of fairly and honestly resolving the dispute with the complainant. The TYPO3 organization should select a provider whose dispute-resolution personnel and dispute resolvers engaged in dispute resolution are impartial and objective, so that processes, recommendations and determinative decisions are fair to both parties and are recognized as being made independently.
+
+..  _dispute-resolution-responsive-timely:
+
+Responsiveness and timeliness
+=============================
+
+Dispute resolution should be delivered as expeditiously as feasible, given the nature of the dispute and of the process used.
+
+..  _dispute-resolution-confidentiality:
+
+Confidentiality
+===============
+
+Personally identifiable information should be kept confidential and protected, unless disclosure is required by law, or consent for disclosure is obtained from the person concerned.
+
+Similarly, trade secrets should be kept confidential and protected, unless disclosure is required by law, or consent for disclosure is obtained from the party that has the trade secret.
+
+..  _dispute-resolution-resources:
+
+Resources
+=========
+
+The TYPO3 Association should acquire and deploy resources such as personnel, information, materials, funding and infrastructure, so that it can effectively and efficiently select and pay an appropriate dispute resolver provider, contribute to the proper functioning of the provider, participate in the dispute-resolution process, and evaluate the performance of the provider, its resolvers, and the dispute-resolution process.
+
+This resource’s allocated budget follows the same approval process as any TYPO3 official team and is reviewed annually. The ombudsperson group lead is the budget owner.
+
+..  _dispute-resolution-process:
+
+Dispute Resolution Process
+==========================
+
+The Dispute Resolution process starts when the TYPO3 organization fails to solve a complaint internally with the :ref:`Complaint Handling <complaint-handling>` process, and if the Ombudsperson group members decide that they should delegate to an external ombudsman.
+
+..  figure:: Images/DisputeResolution.svg
+    :alt: A vertical flowchart details a proposal assessment process with decision points and actions, including proposal, receive, initialization, facilitation, and advisory methods; actions taken depend on yes/no responses.