1. Introduction

Compassion Australia (“CAU”) is committed to the fulfilment of our Mission. We are equally committed to doing so in the best way possible and without causing concern or hurt for anyone we deal with. We know that, despite our best efforts, we can always do better. Accordingly, we value feedback and recognise that effective complaint handling will benefit our supporters, our other stakeholders and us. We acknowledge that complaints can highlight our weaknesses and stimulate us to do better. We recognise that good complaint handling will reassure our stakeholders that we are committed to resolving problems and improving our accountability and transparency.

We are committed to receiving complaints and dealing with them fairly, efficiently and effectively, in a spirit of humility.

2. Making a complaint

For the purposes of this policy, a “complaint” is any expression of dissatisfaction made to us, related to our activities or practices, the services we provide to you, our staff or the way in which we handle a complaint, where you expect a response or resolution, either explicitly or implicitly.

You can make a complaint by telephone, email or mail –

• Telephone – 1300 22 44 53
• Email – compassion@compassion.com.au
• Mailing Address – PO Box 1, Hunter Region MC, 2310

If you make a complaint anonymously, it will still receive our attention although we won’t be able to report back or seek further information from you which may help us deal with any matter.

We will protect your identity where this is practical and appropriate. Any personal information you provide will be protected in accordance with our Privacy Policy.

3. How we will respond to a complaint

We will try to resolve your complaint at the point of first contact with us.

If that is not possible, we will adopt the following process (although we may handle your complaint more flexibly if we think it will achieve a more just and efficient outcome).

1. We will promptly acknowledge receipt of your complaint.
2. We will assess and prioritise your complaint according to the urgency or seriousness of the matters raised.
3. We will consider how to manage your complaint. We may contact you for further information. If needed, we will undertake an investigation.
4. We will inform you as soon as possible about the expected timeframes for our actions, the progress of your complaint and the reasons for any delay and your likely involvement in the process.
5. We will discuss with you how we propose to resolve your complaint. If we were wrong or have acted inappropriately, we will apologise.
6. If you are unhappy about how we propose to resolve your complaint, a senior staff member who has not previously been involved will do a review. We will tell you of the outcome of the review. If you are still not happy, you may take any other action you think is appropriate.

We will take reasonable steps to ensure that you are not adversely affected because you have made a complaint.

If we reasonably believe your complaint is vexatious, trivial or not genuine we will advise you as soon as possible after we form that belief. If you are not happy, you may take any other action you think is appropriate.

4. Other policies and procedures

We have a Whistleblower Policy for the reporting of concerns about illegal, corrupt behaviour, improper or unethical behaviour by an employee, volunteer or contractor. A copy of our Whistleblower Policy can be accessed via our website. Reports about matters within the ambit of the Whistleblower Policy will be dealt with under that Policy and not under this Policy.