Complaints Policy and Process

The Policy below deals with how the Trustees approach complaints or negative feedback. It is open for use by members of the public, volunteers or staff and involves five key elements:

  • Culture. Our aim is to serve our stakeholders to the best of our ability. We accept that we are not perfect. We value complaints and feedback as a means of identifying and understanding how we can do things better.
  • Principles. Our complaints and feedback system is modelled on biblical principles, including humility, fairness, accessibility, responsiveness, efficiency and integration.
  • People. Our complaints handling staff will be skilled and professional.
  • Process. Our complaints handling process involves seven stages - acknowledgment, assessment, planning, investigation, response, review, and consideration of systemic issues.
  • Analysis. We review information about complaints as part of a continuous process of review and improvement.

We discuss these elements in more detail below:

Contact details:

You can use any of these methods to make a complaint.

Telephone: (03) 6220 2019


Postal: GPO Box 748, Hobart, TAS, 7001