Complaints Handling Policy

Modified on Wed, 9 Oct at 12:44 PM

Complaints Handling policy is a procedure in handling complaints at the various levels of the organisation, ranging from a member of the public, a volunteer/staff member and all the way up to board members.


Having a complaint handling policy is important for several reasons:

  • Trust: A clear policy ensures complaints are handled confidentially and safely. This helps build trust within the community and the organisation.
  • Fairness and Efficiency: It robust policy helps guide staff and volunteers on managing complaints fairly and effectively.
  • Compliance: A formal policy helps comply with legal requirements, reducing the risk of legal issues.
  • Continuous Improvement: In addressing complaints, areas for improvement can be identified which enhances the quality of services provided.
  • Supports Accountability: Promoting accountability within the organisation shows stakeholders that complaints are taken seriously


It is used any time a complaint has been lodged, regardless of where the complaint has come from.

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