Complaints and Feedback Procedure

Aunties and Uncles Queensland encourages and welcomes open and transparent communication between all program participants and stakeholders including complaints and feedback as these form part of the organisation’s continuous improvement strategy in relation to organisational, service and staff development.

Wherever possible and appropriate, encouragement and support is provided to resolve issues between those involved. Program participants are also strongly encouraged to seek support and advice from the Aunties and Uncles Coordinators. At the request of participants or on the recommendation of the Coordinator, Coordinators may attempt to resolve issues between parties by way of mediation or at times they may facilitate and support the cessation of a link where appropriate.

In the event that a resolution is not reached, or in the event that a complaint is in relation to a Coordinator, parties are to contact the Chair of the Links Committee – see details below.

The organisation recognises everyone’s right to complain and offer feedback about the service. All complaints will be investigated and addressed appropriately in a confidential manner.

Formal Procedure

1. Submission of complaint

Lodge a formal WRITTEN complaint to the Chair of the Links Committee – Kelly Uhr (either emailed to  kelly@auntiesandunclesqld.org.au or mailed to Attn: Kelly Uhr, Private and Confidential, PO Box 570, Paddington QLD 4064).

2. Investigation

Within 14 working days, the Chair will advise key parties of the complaint and arrange an interview with each party to investigate the complaint and consider all of the material.

3. Making recommendations

Within a further 14 days, the Chair will write to the parties involved to identify the findings of the investigation and make recommendations for resolution to all involved. Each party shall have 7 days in which to object to the findings.

4. Final Decision

After considering any comments or objections by those involved, the Chair will make a decision including any actions that may be taken in response to the concern. The decision will be communicated in writing to all involved wherever this is possible and not limited by the bounds of confidentiality.