PHONE: +61 (07) 3523 4846 | EMAIL: [email protected] | ABN: 18 690 653 680 | NOT-FOR-PROFIT ORGANISATION

Complaints, Compliments & General Feedback Policy

Effective Date: September 2025

Echarity Australia values the input of our community, donors, volunteers, beneficiaries, and website visitors. Your feedback helps us improve our programs, services, and overall operations. This policy explains how you can provide compliments, complaints, or general feedback and how we handle them.

1. Purpose

  • To ensure all complaints, compliments, and feedback are received, acknowledged, and addressed fairly and promptly.
  • To improve our programs, processes, and governance based on stakeholder input.
  • To maintain transparency, accountability, and trust with our stakeholders.

2. Scope

This policy applies to:

  • Complaints regarding our services, programs, or operations
  • Compliments regarding staff, volunteers, or programs
  • General feedback or suggestions regarding Echarity Australia

3. How to Submit Feedback

You can provide feedback through any of the following channels:

Please include:

  • Your full name and contact details
  • Details of your complaint, compliment, or feedback
  • Any supporting documentation or information

4. Complaint Handling Procedure

  1. Acknowledgement: We aim to acknowledge all complaints within 5 business days.
  2. Investigation: Complaints will be investigated promptly and confidentially by the relevant team member or the Sole Director.
  3. Resolution: We aim to provide a response and proposed resolution within 20 business days.
  4. Escalation: If unresolved, the complaint may be escalated to the Sole Director for further review.

All complaints will be treated with confidentiality, fairness, and respect.

5. Compliments & Feedback

  • Compliments and general feedback are welcomed and recorded for internal learning and improvement.
  • Positive feedback may be used for internal recognition of staff, volunteers, or programs.
  • Feedback will be reviewed regularly to identify trends or areas for enhancement.

6. Privacy

All personal information collected as part of complaints, compliments, or feedback will be handled in accordance with our Privacy & Data Collection Policy, including CCPA, GDPR, and Australian privacy standards. Information will only be used for the purpose of responding to feedback or improving services.

7. Commitment

Echarity Australia is committed to:

  • Respecting your right to provide feedback freely
  • Responding in a timely and professional manner
  • Using feedback to enhance our programs and governance

8. Contact

Echarity Australia
Email: [email protected]
Phone:+61 (07) 3523 4846