Global Breakthrough Ministries Ltd is committed to providing a safe and respectful environment for all stakeholders, including staff, volunteers, beneficiaries, and donors. We take all complaints seriously and aim to resolve them promptly, fairly, and in accordance with the law and the standards set by the Australian Charities and Not-for-profits Commission (ACNC).
- Purpose
The purpose of this policy is to:
- Provide a clear process for handling complaints.
- Ensure that complaints are addressed fairly, consistently, and transparently.
- Promote an organizational culture of accountability and continuous improvement.
- Comply with ACNC Governance Standards and Australian law.
- Scope
This policy applies to all individuals interacting with Global Breakthrough Ministries Ltd, including:
- Beneficiaries of our programs
- Donors and supporters
- Staff (paid and voluntary)
- Volunteers
- Contractors
- Members of the public
- Definition of a Complaint
A complaint is an expression of dissatisfaction made to or about the organization, its staff, services, or processes. Complaints may arise from:
- The quality of services provided
- Misconduct or improper behaviour by staff or volunteers
- Breaches of policy or legal obligations
- Failure to meet organizational commitments
- Principles of Complaints Handling
Our complaints handling process is guided by the following principles:
- Confidentiality: Complaints will be handled confidentially to protect the privacy of those involved.
- Fairness: All complaints will be addressed fairly, impartially, and without bias.
- Accessibility: We will ensure that the complaints process is easy to understand and accessible to all individuals, including vulnerable people.
- Timeliness: Complaints will be addressed as quickly as possible, with clear communication about the process and timeframe.
- Accountability: We will take responsibility for resolving complaints and ensuring that any necessary changes or improvements are implemented.
- How to Make a Complaint
Complaints can be made through any of the following channels:
- In person: By speaking with a staff member or volunteer.
- In writing: Via email or post to the designated Complaints Officer (details below).
- Online: Through our website’s contact form, selecting the complaints option.
Complaints should include:
- A detailed description of the issue.
- Any supporting evidence or information.
- Contact details of the complainant (if they choose not to remain anonymous).
- Complaints Handling Procedure
- Acknowledgment: Upon receiving a complaint, we will acknowledge it within 5 working days, confirming that it has been received and providing an estimated timeframe for resolution.
- Investigation: The Complaints Officer or designated individual will conduct a thorough investigation into the complaint. This may include interviewing the complainant, any witnesses, and those involved in the issue.
- Resolution: After the investigation, we will take appropriate action to resolve the complaint. The complainant will be informed of the outcome and any steps taken to address the issue.
- Appeals: If the complainant is dissatisfied with the outcome, they may request a review by a senior manager or the Board of Directors. Further complaints can also be directed to the ACNC if necessary.
- Recording and Monitoring: All complaints will be documented, and a record will be kept in a Complaints Register. Trends will be analysed to identify areas for improvement in the organisation.
- Complaints Involving Serious Misconduct
If a complaint involves allegations of serious misconduct (such as fraud, harassment, or breaches of legal obligations), it will be escalated immediately to the Board and, where required, reported to the relevant authorities.
- Confidentiality and Privacy
The organization is committed to maintaining the confidentiality of complaints. Information will only be shared with those directly involved in investigating or resolving the complaint, unless disclosure is required by law.
- Review of Policy
This policy will be reviewed annually by the Board of Directors to ensure its ongoing relevance and effectiveness. Updates to the policy will be communicated to all stakeholders as needed.
- Contact Information
To make a complaint or for further information regarding this policy, please contact:
Complaints Officer
Global Breakthrough Ministries Ltd
PO Box 598
St Ives NSW 2075
Damien Poulsen
info@globalbreakthrough.org
