Complaint Handling Policy
Enterprise Partnerships WA (EPWA) is committed to fostering a positive, respectful, and transparent environment. We value feedback and view complaints as an opportunity to improve our services, strengthen relationships, and address any issues effectively. This Complaint Handling Policy outlines how we manage complaints to ensure they are resolved fairly and promptly.
1. Purpose of the Policy
The purpose of this policy is to:
1.1 Ensure that anyone can easily raise concerns or complaints with EPWA.
1.2 Provide a clear and transparent process for handling complaints.
1.3 Resolve complaints in a fair, respectful, and timely manner.
1.4 Use complaints as a tool for continuous improvement.
2. What is a Complaint?
A complaint is any expression of dissatisfaction about EPWA’s programs, services, staff, or how we work, where a response or resolution is expected.
3. How to Make a Complaint
Complaints can be made by:
3.1 Email: Send your complaint to susannah@epwa.org.au and/or clare@epwa.org.au
3.2 Phone: Call us at 0401806804 and/or 0438859727
3.3 In Person: Speak with a member of our team by pre-arranged meeting
When making a complaint, please provide as much detail as possible, including:
Your name and contact information.
Details about the issue (what happened, when, where, and who was involved).
Any relevant supporting documents or evidence.
EPWA can assist you in making a complaint if needed.
Complaints can also be made anonymously; however, this may limit our ability to investigate and resolve the issue. A representative can make the complaint on your behalf if preferred (e.g. advocate, family member, legal or community representative, member of Parliament, another organisation).
4. How We Handle Complaints
We will address each complaint with integrity and in an equitable, objective and unbiased manner, with as little formality as possible. We will involve people making complaints and/or their representative in the process as far as possible.
4.1 Acknowledgment: We will acknowledge receipt of your complaint within five (5) business days.
4.2 Assessment: We will assess the complaint to determine the appropriate course of action. This may include gathering more information or speaking with relevant individuals.
4.3 Investigation: For more complex complaints, we will conduct a thorough investigation, ensuring all parties involved have the opportunity to share their perspectives.
4.4 Resolution: We aim to resolve complaints within 30 business days. If more time is needed, we will keep you informed of the progress.
4.5 Outcome: We will provide a clear explanation of the outcome, including any actions we will take to address the issue or prevent it from happening again.
5. Confidentiality and Privacy
All complaints will be handled confidentially. Information related to the complaint will only be shared with those directly involved in resolving it, unless disclosure is required by law.
6. If You’re Not Satisfied
If you are not satisfied with the outcome of your complaint, you can:
6.1 Request a review by a senior manager or the Board of EPWA.
6.2 Escalate the complaint to an external authority, such as an ombudsman or relevant regulatory body (by the Australian Charities and Not- for- Profits Commission for example).
7. Continuous Improvement
We will review complaints regularly to identify trends, improve our processes, and ensure we are meeting the needs of our stakeholders. This policy is also reviewed annually to ensure its effectiveness.
8. Contact Us
If you have questions about this policy or wish to make a complaint, please contact us:
Enterprise Partnerships WA
Email: susannah@epwa.org.au and/or clare@epwa.org.au
Phone: 0401806804 and/or 0438859727
Thank you for helping us improve by sharing your concerns. Your feedback is valuable to us.
