Complaints Handling Policy

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.