Purpose: To establish a transparent process for addressing concerns, feedback, or complaints from volunteers and visitors while ensuring that their rights are respected and the interests of the facility are protected. This policy outlines the commitment of the Cyber Range leadership to listen actively, investigate promptly, and respond fairly to all issues raised by individuals involved with our organization.

Policy Statement:

1. Volunteers and visitors are encouraged to raise any concerns or complaints related to their experience at the facility through established communication channels (e.g., email, feedback forms). These channels will be clearly communicated to them during orientation sessions or via posted notices on the premises.
2. The Cyber Range leadership will ensure that all feedback and complaints are handled confidentially, impartially, and in a timely manner. Personal information provided by individuals shall only be used for the purposes of resolving their concerns and shall remain confidential unless disclosure is required by law or necessary to protect the interests of the facility.
3. Upon receiving a complaint, the Cyber Range leadership will acknowledge receipt within 2 business days and initiate an investigation as soon as practicable. The individual raising the concern will be informed about the progress of the investigation and any proposed resolution.
4. If necessary, the Cyber Range leadership may consult with relevant stakeholders (e.g., staff members, external experts) to gather additional information or perspectives during the complaint resolution process.
5. Once the investigation is complete, the Cyber Range leadership will provide a written response to the individual within 30 calendar days, detailing the findings and any corrective actions taken or planned. If further time is required for complex cases, the individual will be notified of the extension with an explanation for the delay.
6. The decision made by the Cyber Range leadership following the investigation shall be considered final. Volunteers and visitors have a sole remedy of no longer visiting the facility if they do not agree with the decisions of the Cyber Range leadership. This option will be clearly communicated to them during the complaint resolution process, along with any relevant procedures for disengaging from the organization.
7. The Cyber Range reserves the right to update this Feedback and Complaint Resolution Policy periodically in response to changes in legal requirements or best practices related to conflict resolution. Any significant changes will be communicated to affected parties, and their consent will be sought where required by law.
8. This policy is intended to promote a culture of open communication, mutual respect, and continuous improvement within the Cyber Range community. We encourage volunteers and visitors to share their feedback or concerns with us in order to help us address any issues promptly and effectively.

By adhering to this Feedback and Complaint Resolution Policy, we aim to create a responsive environment for all individuals involved with our facility, fostering trust, collaboration, and a shared commitment to excellence in cybersecurity education and training.