The Complaints Hierarchy

    The Complaints Admin is not necessarily the only person who can be involved
    with user complaints. The following people can act as a gateway for a
    complaint:

      Abs - As the author of Monochrome, abs ultimately has the final word,
      ^     although his involvement in monochrome on this level is minimal,
      ^     and discouraged except under extreme circumstances.
      ^
      ^
      Monoadm - Monoadm (currently "rik") is responsible for the day to day
      ^        running of Monochrome. Under normal circumstances, complaints
      ^        about a member of staff or admin will be passed to monoadm
      ^        for a final verdict.
      ^
      Complaints Admin - Currently "culf", and responsible for resolving the
      ^        majority of complaints.
      ^
      Monitors - Monitors are users with special priveleges to help deal with
      ^        complaints that occur on the system, especially those which
      ^        require real-time action (e.g. disconnecting an abusive
      ^        Talker user), when the Complaints Admin is not logged in.
      ^

    Also, for issues within their area of responsibility:

      Talker Helpers - Talker Helpers have the ability to ban users from the
	       Talker when they are breaking the Conditions of Use. They are
	       only responsible for Talker issues.

      Section Moderators - Section Moderators should be approached regarding
      complaints about problems within an area of Monochrome.

    The hierarchy for the Complaints process is essentially as listed above.
    Talker Helpers and Section Moderators and Monitors are considered roughly
    to be on the same level, and pass complaints to the Complaints Admin.
    Monitors are granted extra powers to deal with urgent complaints, and in
    turn report to the Complaints Admin.

    Normally, complaints are neither escalated nor started above the Complaints
    Admin in the hierarchy. However, in exceptional circumstances, this may
    happen. For example:

      o Complaints about a staff member (The Complaints admin may well
        investigate, but will pass the case to Monoadm for a final evaluation.

      o Where the complainant is for some reason uncomfortable dealing with
        the current Complaints Admin.

      o Where the Complaints Admin feels that he/she would be accused of
        having a conflict of interest were they to deal with a particular
        complaint.