Complaints Management Policy
Basava Samiti of Asia Pacific Ltd
ABN: 43646591844
ACN: 646591844
1. Introduction
At Basava Samiti of Asia Pacific Ltd, we are dedicated to fostering a respectful and transparent environment where all community members feel valued and heard. We take all concerns and complaints seriously and are committed to resolving them in a timely and fair manner.
2. Commitment to Fairness
We will take all reasonable steps to ensure that individuals making complaints are not adversely affected due to their actions. We accept anonymous complaints if there is a compelling reason and sufficient information provided. If you require assistance in making or resolving your complaint, you may choose a representative (e.g., advocate, family member, legal or community representative) to assist you.
3. Complaint Submission Process
If you have feedback or a complaint regarding any of our programs, services, or interactions, please follow these steps:
- Submitting a Complaint
Submit your complaint through our online Contact Form or via email at [email protected].
Include detailed information about the complaint, including relevant dates and individuals involved.
- Acknowledgment
Once we receive your complaint, we will acknowledge it promptly.
- Review Process
Our complaints team will thoroughly investigate the issue, which may involve speaking to relevant parties and reviewing supporting documentation.
We are committed to managing expectations and will inform you of:
- The complaints process.
- The likely outcome of your complaint.
- If we cannot address any part of your complaint, we will advise you on where to direct such issues, if known and appropriate.
4. Resolution
Upon completion of the investigation, we will provide a written response outlining our findings and any actions taken to address the issue. If you find the resolution unsatisfactory, you may request a further review by a senior representative or escalate the matter to an external authority.
5. Confidentiality
We are committed to maintaining your privacy. All complaints are handled with strict confidentiality, and any information shared will be used solely for resolving the complaint. Personal information will only be disclosed in accordance with the Privacy Act 1988 (Cth) and other relevant privacy laws. We will ensure that complaints are addressed with integrity and impartiality.
The individual handling your complaint will not be affiliated with the person or service being complained about. We will protect the identity of individuals making complaints whenever practical, and personal information will only be disclosed in accordance with relevant privacy laws and obligations.
6. Complaints Involving Multiple Agencies
In cases involving multiple organisations, we will collaborate with them to ensure clear and coordinated communication with you or your representative. We expect contracted service providers to maintain accessible complaint management systems.
7. Empowerment of Charity Members and Volunteers
All volunteers managing complaints are empowered to implement our complaint management system as it relates to their roles. We encourage volunteers to provide feedback on the effectiveness and efficiency of the system to ensure continuous improvement.
8. Managing Unreasonable Conduct
We are committed to addressing all complaints fairly, but we must also ensure the health, safety, and security of our volunteers and staff. Unreasonable conduct—such as aggressive behavior, excessive demands, or refusal to accept the outcome of a complaint—will be managed in line with this policy.
9. Monitoring and Continuous Improvement
We regularly review our complaint management system to ensure its effectiveness in resolving issues. Monitoring will include quarterly audits, complaint satisfaction surveys, and feedback tools.
Our commitment to improvement includes:
- Supporting timely and fair resolution of complaints
- Implementing best practices in complaint handling
- Recognising exemplary complaint handling by our volunteers
- Regularly reviewing and updating our complaint management system
10. Policy References
This policy is informed by:
- Australian and New Zealand Standard Guidelines for Complaint Handling in Organisations AS/NZS 10002:2014.
- Building Better Relationships through Complaints, The Society for Consumer Affairs Professionals Australia (SOCAP) and Monash University.
- Handling Privacy Complaints, Office of the Australian Information Commissioner (October 2016).
- NSW Ombudsman Complaint Handling Model Policy 2015.
- Volunteer Australia (2021). Complaint Handling by Charities and Not-for-Profits. Retrieved from Volunteering Hub.