How We Manage a Complaint

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