How We Manage a Complaint
National Council recognises the importance and value of listening and responding to concerns and complaints, ensuring all individuals feel safe and supported when interacting with the Society.
Complaints are managed fairly and with respect and feedback is valued as a driver for continuous improvement.
Complaints Management Principles
A COMPLAINT IS:
- Dissatisfaction about a service, action, decision.
- Breaches of Code of Conduct
- Disclosures, allegations or concerns.
A COMPLAINT IS NOT:
- An expression of opinion such as a compliment or feedback on the performance of a Society representative.
- A request for information or services.
- A request for a review of a decision made by the organisation (this is managed outside through separate policies).
- An expression of concern where no response or resolution is expected.
- A whistleblower allegation and/or an allegation of misconduct (these are managed through separate policies).
Complaints Management Process
Complaints Response Process
Download the FACT SHEET here.