FISHBURNERS COMPLAINTS POLICY
Fishburners Complaints Policy
1. Purpose This policy outlines Fishburners' procedures for handling complaints in a fair, transparent, and timely manner. We value feedback from our members, partners, and stakeholders and are committed to resolving any concerns to continuously improve our community and services.
2. Scope This policy applies to all complaints received by Fishburners, regardless of the source or nature of the complaint. It covers all services, products, interactions, and activities associated with Fishburners.
3. Definitions
Complaint: An expression of dissatisfaction made to Fishburners related to its services, events, memberships, products or processes where a response or resolution is explicitly or implicitly expected.
Complainant: The person or entity making the complaint.
4. Principles
Accessibility: Our complaints process is simple, accessible, and available to all members, partners, and stakeholders.
Responsiveness: We aim to acknowledge receipt of all complaints within 2 working days and to resolve them as quickly as possible.
Confidentiality: Complaints will be handled with confidentiality, and only those directly involved in the resolution process will have access to complaint details.
Impartiality: Complaints will be investigated impartially, without any bias towards the complainant or the subject of the complaint.
Continuous Improvement: Complaints are viewed as an opportunity for growth. We use the information provided to identify root causes and implement corrective actions to enhance our community and services.
5. Complaints Procedure
5.1. Lodging a Complaint Complaints can be lodged through the following channels:
Email: complaints@fishburners.org
5.2. Acknowledgment Upon receiving a complaint, Fishburners will acknowledge it within 2 working days, providing the complainant with a reference number and details of the complaints-handling process.
5.3. Investigation The complaint will be assigned to a designated officer who will investigate the issue. This may involve gathering information from relevant parties, reviewing documentation, and considering any related events or interactions.
5.4. Resolution The designated officer will aim to resolve the complaint within 10 working days. The resolution will be communicated to the complainant, including any corrective actions that will be taken.
6. Monitoring and Reporting All complaints will be recorded in an incident register, which will be reviewed regularly to identify trends and areas for improvement.
7. Review of Policy This policy will be reviewed annually or as necessary to ensure it remains effective and relevant to the Fishburners community.
8. Differentiation from Whistleblower Policy It is important to note that this Complaints Policy is distinct from Fishburners' Whistleblower Policy. The Whistleblower Policy is specifically designed for individuals who wish to report serious misconduct, illegal activities, or unethical behaviour within the organisation. If you believe your concern involves such issues, please refer to our Whistleblower Policy for guidance on how to proceed.
9. Contact Information For any queries regarding this policy, please contact:
Email: support@fishburners.org
Phone: 1800 959 351
Fishburners Complaints Policy
1. Purpose This policy outlines Fishburners' procedures for handling complaints in a fair,
transparent, and timely manner. We value feedback from our members, partners, and
stakeholders and are committed to resolving any concerns to continuously improve our
community and services.
2. Scope This policy applies to all complaints received by Fishburners, regardless of the
source or nature of the complaint. It covers all services, products, interactions, and activities
associated with Fishburners.
3. Definitions
● Complaint: An expression of dissatisfaction made to Fishburners related to its
services, events, memberships, products or processes where a response or
resolution is explicitly or implicitly expected.
● Complainant: The person or entity making the complaint.
4. Principles
● Accessibility: Our complaints process is simple, accessible, and available to all
members, partners, and stakeholders.
● Responsiveness: We aim to acknowledge receipt of all complaints within 2 working
days and to resolve them as quickly as possible.
● Confidentiality: Complaints will be handled with confidentiality, and only those
directly involved in the resolution process will have access to complaint details.
● Impartiality: Complaints will be investigated impartially, without any bias towards the
complainant or the subject of the complaint.
● Continuous Improvement: Complaints are viewed as an opportunity for growth. We
use the information provided to identify root causes and implement corrective actions
to enhance our community and services.
5. Complaints Procedure
5.1. Lodging a Complaint Complaints can be lodged through the following channels:
● Email: complaints@fishburners.org
5.2. Acknowledgment Upon receiving a complaint, Fishburners will acknowledge it within 2
working days, providing the complainant with a reference number and details of the
complaints-handling process.
5.3. Investigation The complaint will be assigned to a designated officer who will investigate
the issue. This may involve gathering information from relevant parties, reviewing
documentation, and considering any related events or interactions.
5.4. Resolution The designated officer will aim to resolve the complaint within 10 working
days. The resolution will be communicated to the complainant, including any corrective
actions that will be taken.
6. Monitoring and Reporting All complaints will be recorded in an incident register, which
will be reviewed regularly to identify trends and areas for improvement.
7. Review of Policy This policy will be reviewed annually or as necessary to ensure it
remains effective and relevant to the Fishburners community.
8. Differentiation from Whistleblower Policy It is important to note that this Complaints
Policy is distinct from Fishburners' Whistleblower Policy. The Whistleblower Policy is
specifically designed for individuals who wish to report serious misconduct, illegal activities,
or unethical behaviour within the organisation. If you believe your concern involves such
issues, please refer to our Whistleblower Policy for guidance on how to proceed.
9. Contact Information For any queries regarding this policy, please contact:
● Email: support@fishburners.org
● Phone: 1800 959 351
Fishburners Complaints Policy
1. Purpose This policy outlines Fishburners' procedures for handling complaints in a fair,
transparent, and timely manner. We value feedback from our members, partners, and
stakeholders and are committed to resolving any concerns to continuously improve our
community and services.
2. Scope This policy applies to all complaints received by Fishburners, regardless of the
source or nature of the complaint. It covers all services, products, interactions, and activities
associated with Fishburners.
3. Definitions
● Complaint: An expression of dissatisfaction made to Fishburners related to its
services, events, memberships, products or processes where a response or
resolution is explicitly or implicitly expected.
● Complainant: The person or entity making the complaint.
4. Principles
● Accessibility: Our complaints process is simple, accessible, and available to all
members, partners, and stakeholders.
● Responsiveness: We aim to acknowledge receipt of all complaints within 2 working
days and to resolve them as quickly as possible.
● Confidentiality: Complaints will be handled with confidentiality, and only those
directly involved in the resolution process will have access to complaint details.
● Impartiality: Complaints will be investigated impartially, without any bias towards the
complainant or the subject of the complaint.
● Continuous Improvement: Complaints are viewed as an opportunity for growth. We
use the information provided to identify root causes and implement corrective actions
to enhance our community and services.
5. Complaints Procedure
5.1. Lodging a Complaint Complaints can be lodged through the following channels:
● Email: complaints@fishburners.org
5.2. Acknowledgment Upon receiving a complaint, Fishburners will acknowledge it within 2
working days, providing the complainant with a reference number and details of the
complaints-handling process.
5.3. Investigation The complaint will be assigned to a designated officer who will investigate
the issue. This may involve gathering information from relevant parties, reviewing
documentation, and considering any related events or interactions.
5.4. Resolution The designated officer will aim to resolve the complaint within 10 working
days. The resolution will be communicated to the complainant, including any corrective
actions that will be taken.
6. Monitoring and Reporting All complaints will be recorded in an incident register, which
will be reviewed regularly to identify trends and areas for improvement.
7. Review of Policy This policy will be reviewed annually or as necessary to ensure it
remains effective and relevant to the Fishburners community.
8. Differentiation from Whistleblower Policy It is important to note that this Complaints
Policy is distinct from Fishburners' Whistleblower Policy. The Whistleblower Policy is
specifically designed for individuals who wish to report serious misconduct, illegal activities,
or unethical behaviour within the organisation. If you believe your concern involves such
issues, please refer to our Whistleblower Policy for guidance on how to proceed.
9. Contact Information For any queries regarding this policy, please contact:
● Email: support@fishburners.org
● Phone: 1800 959 351
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