As at 24th October 2024
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: [email protected]
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: [email protected]
- Phone: 1800 959 351