- Complaints, disputes and further information
This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
This policy provides guidance to our staff and people who wish to make a complaint on the key principles and concepts of our complaint management system.
- Organisational commitment
This organisation expects staff at all levels to be committed to fair, effective and efficient complaint handling.
- No detriment to people making complaints
We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.
- Anonymous complaints
We accept anonymous complaints if there is a compelling reason to do so and will carry out a confidential investigation of the issues raised where there is enough information provided.
We will ensure that information about how and where complaints may be made to or about us is well publicised, on our website (if available). We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly people who may require assistance.
If a person prefers or needs another person or organisation to assist or represent them in the making and/ or resolution of their complaint, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint with their consent (e.g. advocate, family member, legal or community representative, another organisation)
- No charge
Complaining to us is free.
- Early resolution
Where possible, complaints will be resolved at first contact with us.
When appropriate we may offer an explanation or apology to the person making the complaint.
We will promptly acknowledge receipt of complaints.
We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.
We are committed to managing people’s expectations, and will inform them as soon as possible, of the following:
- the complaints process
- the expected time frames for our actions
- the progress of the complaint and reasons for any delay
- their likely involvement in the process, and
- the possible or likely outcome of their complaint.
We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).
We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.
- Objectivity and fairness
We will address each complaint with integrity and in an equitable, objective and unbiased manner.
We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.
Conflicts of interest, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision maker.
- Responding flexibly
Our staff are empowered to resolve complaints promptly and with as little formality as possible. We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives.
We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible.
We will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used by us as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.
- Accountability and learning
- Analysis and evaluation of complaints
We will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis by management and the governing body of Directors.
We will run regular reports on:
- the number of complaints received
- the outcome of complaints, including matters resolved at the frontline
- issues arising from complaints
- systemic issues identified, and
- the number of requests we receive for internal and/or external review of our complaint handling.
Regular analysis of these reports will be undertaken to monitor trends, measure the quality of our customer service and make improvements.
Both reports and their analysis will be provided to our CEO, senior management and to our governing body for review, at least annually.
- Monitoring of the complaint management system
We will continually monitor our complaint management system to:
- ensure its effectiveness in responding to and resolving complaints
- identify and correct deficiencies in the operation of the system, and monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts.
- Continuous improvement
We are committed to improving the way our organisation operates, including our management of the effectiveness and efficiency of our complaint management system. To this end, we will:
- support the making and appropriate resolution of complaints
- implement best practices in complaint handling
- recognise and reward exemplary complaint handling by staff
- regularly review the complaint management system and complaint data, and
- implement appropriate system changes arising out of our analysis of complaints data and continual monitoring of the system.
- Making a Complaint
If you have concerns or complaints including about donations to Us, please contact Us directly in the first instance at:
Email: firstname.lastname@example.org; or
Phone: 02 9411 4554; or
Mail: P O Box 1174, Strathfield NSW 2135
Alternatively, you may make a complaint to the Australian Charities and Not-for-profits Commission at: http://www.acnc.gov.au/ACNC/Contact_us/Raise_Concern/ACNC/Adv/Raise_Concern.aspx?hkey=5fe0e51d-b2e3-4417-8de9-799d0f90b483
For internal use: For further information: ACNC Model Complaints Handling Policy and Procedure: http://www.acnc.gov.au/ACNC/Publications/Templates/Complaints_handling_model_policy.aspx