Resilient Lismore Inc is committed to providing an environment which promotes safety and respectful treatment of all members of our community.
Sometimes, issues or conflicts may come up that make a person feel unfairly treated and Resilient Lismore acknowledges the rights of community members to raise these concerns with us.
Resilient Lismore’s Feedback and Complaints Policy is a valuable tool to help the organisation achieve this goal. Staff/volunteers and community members are encouraged to provide feedback and to raise issues or complaints, regardless of their nature or severity. We value feedback from external parties as an opportunity for our organisation to improve. This policy outlines our approach to handling external complaints to ensure accountability, transparency, fairness, and resolution.
The purpose of this policy is:
● To provide a way for stakeholders to give feedback regarding our programs and activities;
● to provide a fair procedure that is clear and easy to use for anyone wishing to make a
complaint;
● to publicise the existence of our feedback and complaints procedure so that people know
how to contact us and the process we will follow;
● to make sure everyone at Resilient Lismore knows what to do if an external complaint is
received;
● to make sure all external complaints are investigated fairly and in a timely way;
● to make sure that external complaints are, wherever possible, resolved and that
relationships are repaired
An external complaint is any expression of dissatisfaction, about any aspect of Resilient Lismore’s activities or interactions. These complaints can be from donors, community members, or other stakeholders, communicated verbally, by phone, email, or in writing.
All complaints will be handled sensitively and confidentially, with access limited to those involved in the investigation and resolution. Procedures will follow relevant data protection and privacy requirements.
Overall responsibility for this policy and its implementation lies with the Board of Resilient Lismore.
This policy is reviewed regularly and updated as required.
1. Verbal complaints may be made by phoning 0455 218 692. Volunteers are to refer any
complaint phone calls to a Resilient Lismore staff member to receive the complaint details.
Verbal complaints can also be in person to any staff or Board Members.
2. Complaints can also be made directly to the ACNC
or, if the complaint relates to the use of the complainant’s personal information by Resilient
Lismore, to the IPC
Feedback or complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the stakeholder may have. Complaints received by telephone or in person need to be recorded. The person who receives a complaint by phone or in person should immediately notify the Director of Operations or The Executive Director and follow the guide below:
• Take the complainant’s name, address and telephone number;
• Note down the relationship of the complainant to Resilient Lismore (e.g. donor, help seeker, member of the public)
• Tell the complainant that we have a complaints procedure and you will ask an appropriate staff member or board member to contact them;
• Tell the complainant what will happen next and they will be contacted within two working days.
The Director of Operations or The Executive Director in their absence, will contact the person within two working days and request the following information:
1. Write down the facts of the complaint;
2. Where appropriate, ask the complainant to send a written account by post or by email so
that the complaint is recorded in the complainant’s own words.
For further guidelines about handling verbal complaints, see the Appendix.
To effectively manage complaints Resilient Lismore will follow these structured steps:
1. Initial Handling by Responsible Party:
When a complaint is received by the person responsible for the issue, they should strive to resolve it swiftly if possible and appropriate.
2. Escalation to Director of Operations or Executive Director:
Regardless of resolution status, all received complaints should be promptly passed to the Director of Operations or Executive Director. If the complaint is deemed by the Executive Director to warrant the Board being notified or of a criminal nature, misuse of funds, jeopardises project continuity or against the Executive Director the board will be notified.
3. Recording and Investigation:
Upon receiving a complaint, the Director of Operations or Executive Director logs it in the complaints register. If unresolved they will make initial contact with the complainant within two working days, they must investigate the complaint thoroughly and take appropriate actions.
4. Informing the Subject of the Complaint:
If the complaint involves a specific person, that individual should be informed and given a fair opportunity to respond following the organization’s grievance policy and procedures.
5. Acknowledgement and Communication:
The person handling the complaint must acknowledge receipt within two working days. Within one week it should be communicated to the complainant who is dealing with the complaint, and they should be provided with an expected timeline for response. Attach a copy of the complaints policy for reference.
6. Response Timeframe:
Ideally, provide a definitive reply to complainants within four weeks. If a full reply is not possible within this timeframe (e.g., due to ongoing investigation), send a progress report within this 4-week period indicating when a complete response will be provided.
7. Content of the Reply:
The reply to the complainant should include:
• Details of the investigation conducted.
• Conclusions drawn from the investigation.
• Actions taken as a result of the complaint.
By following these steps systematically, Resilient Lismore can ensure that complaints are addressed promptly, fairly, and in accordance with established policies. This approach helps in fostering transparency, accountability, and resolution of issues.
If the complainant is not satisfied with the resolution at Stage One, they can request a review by the
Executive Director or the Board.
1. Acknowledgement of Request:
Upon receiving the request for an ED or Board level review, an acknowledgement should be sent
within a week. This acknowledgment should specify who will handle the case and provide an
estimated timeframe for a response.
2. Investigation by the ED, Chair or Designee:
The ED or Chair of the Board may personally investigate the case or delegate this responsibility to a
senior member of the Board. The investigation may involve reviewing case documents and speaking
with personnel involved in Stage One of the complaint process.
3. Informing Relevant Parties:
If the complaint pertains to a specific individual, that person should be informed about the ED, Board level review of the complaint and provided with an opportunity to respond.
4. Keeping Stage One Contact Informed:
The individual who handled the complaint at Stage One should be kept informed of the ongoing
review process.
5. Response Timeframe:
Ideally, a definitive reply should be sent to the complainant within four weeks. If more time is needed due to ongoing investigation, a progress report should be sent to the complainant within this 4-week period indicating when a complete response can be expected.
6. Response Content:
The response to the complainant, whether the complaint is upheld or not, should include details of
the investigation process, conclusions drawn, and any resulting actions taken.
7. Final Decision:
The decision made at this stage is typically final, unless the ED or Board decides external assistance
is necessary for resolution.
This structured process ensures transparency, fairness, and accountability in handling complaints
beyond the initial stage. It emphasises clear communication with complainants and relevant parties
throughout the review process, culminating in a comprehensive response that addresses the
concerns raised.
The Board may vary this procedure if it has good reason for doing so, such as a conflict of interest. For example, if the complaint were about the Chair, it would not be appropriate for the Chair to
conduct a Stage Two review.
A complainant can complain to the ACNC at any stage or any other Governing Body – see appendix.
Information about the kind of complaints the ACNC can involve itself in can be found on its website:
https://www.acnc.gov.au/
If the complaint relates to the use of the complainant’s personal information by Resilient Lismore the complainant may complain to the Privacy Commission NSW. Information about the kind of
complaints the can involve itself in and how it deals with complaints can be found on its website
Resilient Lismore, the organisation will cooperate with that regulator as appropriate.
Complaints are monitored and are formally reviewed annually to identify any trends which may
indicate a need to take further action.
EXTERNAL AGENCIES
Anti-Discrimination Board of NSW Sydney office
Level 4, 175 Castlereagh St, Sydney NSW 2000
PO Box A2122 Sydney South NSW 1235
Phone (02) 9268 5555
TTY (02) 9268 5522
Wollongong office
84 Crown St, Wollongong NSW 2500
PO Box 67, Wollongong NSW 2520
Phone (02) 4267 6200
TTY (02) 4267 6267
Newcastle office
Level 3, 97 Scott Street, Newcastle NSW 2300
PO Box 1077, Newcastle NSW 2300
Phone (02) 4903 5300
TTY (02) 4903 5389
Discrimination enquiries and complaints
Phone (02) 9268 5544; Toll free 1800 670 812
Email enquiries:
Email complaints:
Website: www.antidiscrimination.lawlink.nsw.gov.au
Human Rights Commission
Level 3, 175 Pitt Street, Sydney NSW 2000
GPO Box 5218, Sydney NSW 2001
Phone: (02) 9284 9600
Complaints Infoline: 1300 656 41
General enquiries and publications: 1300 369 711
TTY: 1800 620 241
Workcover NSW
92-100 Donnison Street, Gosford NSW 2250
Locked Bag 2906, Lisarow NSW 2250
Workcover Assistance Service: 131 050
Website: www.workcover.nsw.gov.au
Workcover Assistance Service
131 050
Website: www.workcover.nsw.gov.au
Safe Work Australia
220 Northbourne Avenue, Braddon ACT 2612
GPO Box 641, Canberra ACT 2601
Phone: 1300 551 832
Email:
Website: www.safeworkaustralia.gov.au
Privacy Commission NSW
Level 11, 1 Castlereagh Street, Sydney NSW 2000
GPO Box 7011, Sydney NSW 2001
Email:
Phone: 1800 472 679
fax: (02) 8114 3756
Website: www.ipc.nsw.gov.au
Office of the Australian information Commissioner
Level 3, 175 Pitt Street, Sydney 2000
GPO Box 5218 Sydney NSW 2001
Phone: 1300 363 992
Email:
Website: www.oaic.gov.au
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That we are living and working together to recover from this climate disaster on Bundjalung Country, and pay our deepest respects to Elders past and present.
