Complaints and Feedback Policy
Introduction
Yes Unlimited recognises that an effective complaints management process is an essential feature of a quality service. Yes Unlimited will regularly review the issues that arise from complaints and is committed to ensuring that steps are taken to adjust service practice to avoid further complaints of a similar nature.
We treat every complaint and every piece of feedback as a genuine opportunity to improve and to strengthen trust with our stakeholders, the communities in which we operate, and with the people we assist.
Yes Unlimited is committed to a restorative complaint handling process where:
- the complainant feels heard and their feelings and concerns are validated
- the focus is on resolving issues in a restorative way
- staff feel equipped to sit comfortably with difficult conversations, living our value of "clients first" while supporting their colleagues.
Yes Unlimited is committed to ensuring that any person who makes a complaint will be protected from any repercussions, reprisals, or victimisation. Making a complaint will not result in any reduction or withdrawal of service.
Scope
What this policy covers:
This policy applies to all Yes Unlimited staff (paid and volunteer), contractors and board members, in relation to any complaint or feedback about:
- Our services, programs, activities and events
- Our staff, contractors, board members or volunteers, in the course of their work for us
- Our use of donations, fundraising activities or funding received
- Our communications and public statements
- The way we have previously handled a complaint.
This policy applies regardless of how the complaint is made, including complaints made informally eg. via social media.
What this policy does not cover:
Some matters are handled under separate Yes Unlimited policies and procedures, and fall outside the scope of this document, including:
- a complaint that alleges child abuse (or misconduct which may constitute child abuse) against an employee of Yes Unlimited, including paid workers, volunteers, students, contractors will be handled in accordance with the policies and procedures outlined in Section H: Protecting Children and Young People of the Yes Unlimited Policy and Procedures Manual.
- Staff grievance and workplace disputes will be handled in accordance with the E.8 Workplace Grievance Procedure
- Public interest disclosures
- Allegations of fraud and corruption will be handled in accordance with D.20 Fraud and Corruption Policy
- Disputes between members about internal company matters which are dealt with under our constitution
- Feedback or criticism where no response has been sought or is required.
Where a matter raised as a “complaint’ more properly belongs to one of the processes above, we will let the person know and refer them to the right place.
Key definitions
| Term | Definition |
|---|---|
| Complaint | An expression of dissatisfaction made to or about Yes Unlimited relating to our services, staff, conduct or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. |
| Feedback | Comments, opinions or expressions of interest, positive or negative, about Yes Unlimited or our work, where a response is not necessarily expected or required. |
| Complainant | The person making the complaint. |
| Complaint Handler | The Yes Unlimited representative responsible for managing a particular complaint. |
| Complaint Management System | All policies, procedures, practices, staff roles and tools Yes Unlimited uses to receive, manage, resolve and report on complaints. |
| Dispute | A complaint that remains unresolved after Yes Unlimited has made reasonable efforts to resolve it, and which is escalated within or outside of Yes Unlimited. |
| Grievance | A formal, written complaint by a staff member about another staff member or a work-related matter. Grievances are not handled under this policy. |
| Business Day | A day other than a Saturday, Sunday or NSW public holiday. |
| Restorative Approach | A method of resolving complaints that focuses on communication, understanding the impact of actions, and reaching an agreed-upon way forward that preserves the relationship. |
| Victimisation | Treating a person poorly because they have made a complaint or assisted in a complaint process. This is strictly prohibited. |
Principles
Yes Unlimited’s complaint handling processes align with the NSW Ombudsman’s six NSW Public Sector complaint handling principles: We commit to these principles:
Respectful Treatment: We treat everyone who makes a complaint with dignity, courtesy and respect and validate their feelings and concerns.
Information and Accessibility: We make it easy to make a complaint or give feedback and provide help to do so if it's needed. Information about how to complain is available in a range of formats and is not hidden behind unnecessary process. Complaints can also be made anonymously.
Good Communication: We keep people informed, acknowledging their complaint, telling them what to expect and when, giving them updates at reasonable intervals, and clearly explaining the outcome and the reasons for it.
Taking Ownership: Every complaint has a named complaint handler, whose contact details are given to the complainant. If a complaint is transferred to someone else, we will tell the complainant.
Timeliness: We deal with complaints as quickly as we reasonably can, recognising some are more urgent or complex than others.
Transparency: We explain the reasons for our decisions and tell complainants how they can seek a review if they're not satisfied including their right to escalate the matter internally and externally. We record, monitor and report on complaint data as part of our commitment to continuous improvement.
We also commit to the principles of:
Accountability: We take responsibility for our mistakes and take steps to correct the underlying causes of complaints.
A Restorative Approach: Focusing on repair of the relationships and the steps needed to make thing right.
Categorisation of Complaints (Traffic Light System)
To ensure the most appropriate and timely response, Yes Unlimited utilises a traffic light system:
- Green: Straightforward matters where the staff member receiving the complaint can respond immediately and see the matter through to completion.
- Yellow: Matters where a resolution cannot be reached immediately, the matter requires investigation or the client requests escalation to a supervisor or manager and
- Red: Serious allegations of misconduct, criminal activity, or safety risks. These must be referred to a manager or the CEO immediately.
Roles and Responsibilities
| Role | Responsibilities |
|---|---|
| Chief Executive Officer (or Board Chair where the complaint concerns the CEO) | Sets and models a culture that values complaints as a source of improvement. |
| Reports to the Board at least annually on complaint trends, outcomes and systemic issues. | |
| Ensures staff handling complaints are trained, supported and empowered to resolve them promptly. | |
| Ensures recommendations arising from complaint data are considered by the Board and implemented where appropriate. | |
| Managers and Leaders | Ensure the Complaints and Feedback Register is maintained and updated with a dedicated document folder for each complaint handled. |
| Support staff in facilitating restorative outcomes. | |
| Investigate complex matters fairly and promptly. | |
| Report serious misconduct to the CEO and relevant authorities as required. | |
| Staff and Volunteers | Treat complainants with respect and help them make a complaint if needed. |
| Receive feedback and complaints in a restorative and productive manner. | |
| Listen empathically and assure the complainant that their concerns will be taken seriously | |
| Attempt to resolve “Green” category complaints at the point of contact whenever appropriate. | |
| Handle complaints in line with this policy and the Complaints and Feedback Process and within the required timeframes. | |
| Accurately document all feedback and complaints using the prescribed forms and procedures. | |
| Escalate matters they cannot resolve, including any conflict of interest. | |
| Suggest improvements to our complaint handling based on what they see. |
Yes Unlimited will take reasonable steps to provide this notification before or at the time of collection. If notification is not provided by the time Yes Unlimited collects your personal information, Yes Unlimited will take reasonable steps to provide the notification as soon as practicable after the time of collection.
Yes Unlimited is not required to notify you of matters mentioned above where there are exceptional circumstances, for example, the notification would be inconsistent with a legal obligation or pose a serious threat to a person’s or the public’s health or safety, or may jeopardise the purpose of the collection or the integrity of the information.
Use and disclosure of personal information
Yes Unlimited can use or disclose your personal information for the particular purpose for which it was collected (this is known as the ‘primary purpose’). The primary purpose of collection will depend on the circumstances.
Your personal information may also be used or disclosed for a secondary purpose (that is, a purpose that is different from the primary purpose for which your information was collected) if:
- you give Yes Unlimited permission to use your personal information for that secondary purpose;
- the secondary purpose is related to the primary purpose (or, in the case of your sensitive information, directly related to the primary purpose) and you would reasonably expect Yes Unlimited to use your personal information for that secondary purpose;
- Yes Unlimited is required or authorised by law (for example, under the Child Protection Act 2012) or a permitted general situation exists under the Privacy Act (for example, where it is unreasonable or impracticable to obtain your consent and the use or disclosure of your personal information is necessary to lessen or prevent a serious threat to the life, health or safety of any other individual); or
- Yes Unlimited reasonably believes the use or disclosure is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.
Disclosure of personal information overseas
Yes Unlimited does not ordinarily disclose personal information overseas. Yes Unlimited will only disclose an individual’s personal information to an overseas recipient in accordance with the APPs and will ordinarily seek the individual’s permission before doing so.
Integrity of personal information
Yes Unlimited takes reasonable steps to ensure that the personal information it holds, uses and/or discloses is accurate, up-to-date, complete and relevant.
Yes Unlimited also takes reasonable steps to protect the personal information it holds against loss, unauthorised access, use, modification or disclosure, and against other misuse.
Access to, and correction of, personal information
Under the Privacy Act, individuals have rights to access and correct personal information that Yes Unlimited holds about them.
If an individual requests access to the personal information that Yes Unlimited holds about them, or requests that Yes Unlimited change that personal information, Yes Unlimited will allow access or make the changes unless Yes Unlimited consider that there is a sound reason under the Privacy Actor other relevant law to withhold the information or not make the changes.
Yes Unlimited aims to ensure that the personal information it holds is accurate, up-to-date, complete, relevant and not misleading.
Please contact us (see details below) if you would like to seek access to, or correct, the personal information Yes Unlimited holds about you. Alternatively, please discuss your request directly with your Yes Unlimited Case Manager.
Complaint Process
If you require further information, or if you have any concerns, about Yes Unlimited’s handling of personal or sensitive information, you can contact us by emailing admin@yesunlimited.com.au or by writing to Yes Unlimited as follows:
Chief Executive Officer
Yes Unlimited
PO Box 3125
Albury NSW 2640
General information about the Privacy Act and the APPs can also be found on the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).
