Child Protection and Complaint Handling
Our commitment to child safety
We are committed to making sure that children and young people who take part in our programs and activities have a safe and happy experience. We support and respect children, young people, staff, volunteers and participants.
The aim of our Child Safe Policy and framework is to protect children in our care from harm and prevent abuse from occurring. If allegations of child abuse are raised, we will make sure the allegations are properly addressed.
All complaints will be treated seriously, fully investigated and handled with confidentiality and discretion.
We welcome your feedback as it helps us to improve our services. It is important that we know what we are doing well and when there are problems.
Your feedback might be a compliment, a complaint or a suggestion – whatever it is, your feedback is important, and we are listening. It is important that you share your feedback with us as soon as you can.
Compliments, feedback and suggestions
If you give us a compliment, feedback or suggestion, we will make sure it reaches the area, staff member or volunteer it relates to.
We encourage any member, service or program user who would like to compliment our organisation, programs, staff or volunteers, to send their compliment in writing.
You can give us feedback by:
We are committed to working with you to address your complaint. When making a complaint, please give us as much information as possible.
Please note: If your complaint is about an incident involving a child under 18 years of age, that has occurred during one of our programs, please read the information on our child safety webpage to find what steps to take.
We are committed to resolving all complaints and seeking satisfactory outcomes for both parties, where possible.
We will respond to written complaints within five (5) working days and will return phone calls within 48 hours.
You can make a complaint by:
Rights and Responsibilities Charter
We aim to provide the best possible service to our members and the community. We can work together when we recognise each other’s unique experience, listen to each other and respect each other’s views.