Our Complaints Policy
1. Purpose
The purpose of this policy is to ensure that all complaints, feedback, suggestions, and compliments received by Integra Service Dogs Australia Ltd are managed fairly,
respectfully, efficiently, and consistently.
Integra Service Dogs Australia Ltd values feedback as an essential source of information that helps us improve our services, strengthen accountability, enhance stakeholder experiences, and support continuous improvement.
This policy establishes a clear framework for receiving, managing, investigating, resolving, and reporting complaints.
2. Scope
This policy applies to:
- All employees
- Contractors and consultants
- Volunteers
- Board Directors
- Students and trainees
- Any person acting on behalf of Integra Service Dogs Australia Ltd
This policy also applies to complaints received from:
- Clients and participants
- Family members, carers, and advocates
- Suppliers and contractors
- Community members
- Funding bodies and external stakeholders
3. Policy Statement
Integra Service Dogs Australia Ltd is committed to providing a safe, accessible, transparent, and responsive complaints management process.
We recognise that complaints provide an opportunity to identify service improvements, address concerns, improve relationships, and strengthen organisational performance.
All individuals have the right to:
- Raise concerns without fear of disadvantage or retribution.
- Be treated respectfully and fairly.
- Have their complaint managed confidentially.
- Be informed about the progress of their complaint.
- Access support, advocacy, interpreter, or translation services where required.
- Escalate concerns to external agencies if dissatisfied with the outcome.
4. Guiding Principles
The following principles guide our approach to complaint management.
4.1 Accessibility
We will ensure that information about how to make a complaint is easy to find, understand, and access. Complaints may be submitted in a variety of formats including:
- Face-to-face
- Telephone
- Website forms
- Written correspondence
- Accessible formats where required
Reasonable assistance will be provided to individuals who require support in making a complaint.
4.2 Fairness and Natural Justice
All complaints will be handled fairly and impartially. This includes ensuring that:
- Decision-making is free from bias.
- All parties are given an opportunity to be heard.
- Individuals are informed of allegations relevant to them.
- Decisions are based on evidence.
- Outcomes are communicated clearly.
4.3 Respect
All interactions relating to complaints will be conducted professionally and respectfully.
Complainants, respondents, representatives, and employees are expected to communicate in a respectful manner.
4.4 Confidentiality
Complaint information will only be accessed by individuals directly involved in managing, investigating, or resolving the matter.
Information will be managed in accordance with privacy obligations and organisational record management requirements.
4.5 No Retaliation
No person will experience adverse treatment, discrimination, or reprisal for making a complaint in good faith.
4.6 Continuous Improvement
Complaints, suggestions, and feedback are valuable sources of organisational learning. Information gathered through the complaints process will be used to:
- Identify trends
- Improve service delivery
- Reduce recurring issues
- Strengthen organisational systems and practices
4.7 Open Disclosure
Where service failures or errors occur, Integra Service Dogs Australia is
committed to open disclosure. This includes:
- Prompt acknowledgement of the issue
- Honest and transparent communication
- Apologising where appropriate
- Explaining actions taken to address the issue
- Identifying measures to prevent recurrence
5. Definitions Complaint
An expression of dissatisfaction about a service, product, decision, action, behaviour, or organisational process where a response or resolution is expected.
A person does not need to use the term “complaint” for the matter to be treated as a complaint.
Informal Complaint
A complaint that can be resolved immediately or directly at the point where the issue is raised without requiring formal investigation.
Formal Complaint
A complaint requiring escalation, investigation, or management involvement because:
- It cannot be resolved informally; or
- The complainant requests a formal process; or
- The seriousness, complexity, or risk involved requires formal investigation.
Suggestion for Improvement
Feedback proposing a change, enhancement, or improvement that does not involve dissatisfaction or a complaint.
Compliment
Positive feedback recognising individuals, programs, services, or organisational performance.
Complainant
A person making a complaint directly or through an authorised representative.
Respondent
The person, team, or area that is the subject of the complaint.
6. Complaint Management Process
All complaints will be recorded within the organisation’s complaints management system.
The complaint process consists of four stages:
Stage 1 – Acknowledgement
Upon receipt of a complaint:
- The complaint will be registered.
- Receipt will be acknowledged within ten (10) business days.
- The complainant will be provided with:
- Contact details of the responsible officer
- Information about the complaint process
- Expected timeframes
Stage 2 – Assessment
The complaint will be assessed to determine:
Nature of the complaint
- Complexity
- Level of risk
- Required response actions
- Need for escalation
Complaints involving allegations of abuse, misconduct, fraud, corruption, child safety concerns, discrimination, harassment, or serious service failures will be prioritised and escalated immediately.
Stage 3 – Investigation and Resolution
Where required, an investigation will:
- Gather relevant information
- Review available records and evidence
- Speak with relevant parties
- Identify findings
- Determine appropriate actions
Resolution options may include:
- Explanation or clarification
- Apology
- Service improvement
- Corrective action
- Mediation
- Referral to another process or authority
The complainant will be kept informed of progress throughout the investigation.
Stage 4 – Closure and Review
The complaint will be closed when:
- Findings have been communicated;
- Actions have been completed; and
The matter has been appropriately documented.
A review may be conducted where:
- New information becomes available;
- Procedural concerns are identified; or
- The complainant requests further review.
7. Risk Management
All complaints will be assessed for risk.
Risk assessment helps identify matters involving:
- Health and safety concerns
- Abuse or neglect
- Fraud or corruption
- Child safety issues
- Harassment or bullying
- Privacy breaches
- Reputational risk
- Legislative or contractual non-compliance
High-risk matters will be escalated promptly to senior management and, where appropriate, the Chief Executive Officer and Board.
Complaints may be reassessed during an investigation if new information arises
8. Supports and Advocacy
Complainants and respondents may be supported by:
- Family members
- Carers
- Advocates
- Interpreters
- Cultural support persons
- Legal representatives where appropriate
Reasonable adjustments will be made to ensure equitable participation in the complaint process.
9. External Complaints
If a complainant remains dissatisfied after internal review processes have been completed, they may refer their complaint to an external agency relevant to the matter.
Where appropriate, Integra Service Dogs Australia will provide information about available external complaint and advocacy services.
10. Record Keeping
All complaints, suggestions, and compliments will be recorded in the organisation’s feedback and complaints register.
Records will be:
- Accurate
- Secure
- Confidential
- Retained in accordance with legislative and organisational requirements
Complaint records will be maintained separately from individual personnel or client files except where a substantiated outcome requires formal action under another organisational process.
11. Monitoring and Reporting
The effectiveness of the complaints management system will be monitored through:
- Complaint trend analysis
- Root cause analysis
- Corrective action monitoring
- Periodic reporting
De-identified complaint data will be reported to:
- Executive Leadership Team
- Chief Executive Officer
- Board of Directors Reports will identify:
- Complaint volumes
- Themes and trends
- Risk levels
- Timeframes
- Improvement opportunities
12. Responsibilities
Board
- Oversees governance and effectiveness of the complaints
- Reviews complaint trends and significant
Chief Executive Officer
- Ensures implementation of this
- Oversees management of significant complaints and
Managers
- Resolve complaints where
- Support
- Implement corrective actions and
Employees and Representatives
- Treat complaints
- Escalate complaints
- Maintain
- Cooperate with
13. Related Documents
- Complaints Handling Procedure
- Code of Conduct
- Privacy Policy
- Consumer Feedback Procedure
- Incident Management Policy
- Risk Management Framework
- Record Keeping Policy
Document Control
| Item | Details |
| Approved By | CEO – Ben Johnson OAM |
| Effective Date | 3 July 2026 |
| Review Date | 1 July 2027 |