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Complaints Handling Policy

1. Policy Statement

1.1 Eating Disorders Families Australia (EDFA) encourages a proactive approach to complaints management. EDFA values all complaints and ensures the complaints management process is accessible, fair, and responsive.

2. Definitions

2.1 Complaint means a verbal or written expression of dissatisfaction to EDFA about EDFA services, Workers, or the handling of a complaint where a response or resolution is expected or required.

2.2 Complainant means the person, organisation, or their representative making a complaint.

2.3 Complaint management system means all aspects of policies, procedures, and practices used by EDFA for the management of complaints.

2.4 Feedback means opinions, comments, and expressions of interest or concern about any aspect of EDFA where a response is not expected or required. Feedback may be made directly or indirectly, explicitly, or implicitly. EDFA may choose to manage feedback as a complaint.

2.5 Grievance means a clear, formal written statement by a Worker about another Worker or a work-related problem.

2.6 Representative means anyone who is authorised to represent a complainant with their consent. For example, an advocate, family member, legal or community representative, member of Parliament, or another organisation.

2.7 Worker means an EDFA employee, volunteer, Board member, contractor, or any other person performing duties for, or on behalf of, EDFA.

3. Purpose

3.1 This policy is intended to ensure that EDFA handles complaints fairly, efficiently, and effectively. It provides guidance to EDFA Workers and people who wish to make a complaint on the key principles and concepts of the EDFA complaint management process.

3.2 This policy aims to ensure the complaint management process:

  • is people-focused and friendly, and responsive to address concerns effectively
  • respects, protects, and promotes human rights.

4. Scope

4.1 This policy applies to EDFA Workers when receiving or managing complaints from external stakeholders, members of the public, or Workers when they are acting as members of the community.

4.2 It applies to complaints that are received verbally, in writing, or online, and can include negative comments received via social media.

4.3 Complaints that are not in scope of this policy include:

  • internal complaints made by Workers about work-related grievances
  • specific complaints managed under legislative or contractual requirements.


4.4 This policy is supported by EDFA’s Complaints Management Procedure. It is underpinned by Australian Standard 10002:2022: Guidelines for Complaint Management in Organisations (Guidelines) and the Human Rights Act 2019.

5. Policy

5.1 EDFA expects Workers to

  • be committed to fair, effective, and efficient complaint handling
  • treat all people with respect, including people who make complaints

5.2 EDFA will:

  • accept complaints made in any format, including verbally, in writing, or online. This may include negative comments received via social media
  • ensure accurate records are kept and maintained for all complaints
  • keep a complainant informed and updated throughout the process of managing their complaint, as far as practical
  • regularly monitor and review its complaint management system and complaint trends
  • ensure complaints are resolved and resolution is communicated to the complainant where possible
  • inform complainants about any internal or external review options available to them including any relevant Ombudsman or oversight regulatory bodies, if necessary.

5.3  EDFA adheres to the guiding principles under the Guidelines. The guiding principles are:

5.3.1 Enabling complaints

  • People focus – everybody has a right to complain
  • No detriment to complainants – complainants should not be adversely affected
  • Visibility and transparency – how and where to make a complaint will be well publicised
  • Accessibility – the complaint process is accessible to everyone including people who may require assistance
  • No charges – complainants will not be charged fee for EDFA to manage their complaint

5.3.2 Managing complaints

  • Responsiveness – complaints will be acknowledged as soon as possible, addressed in order of urgency and priority, and expectations managed with reasonable communication.
  • Impartiality and fairness – each complaint will be managed without bias.
  • Equity – complaints will be addressed equitably in accordance with this policy.
  • Privacy and disclosure – identifiable information will only be used in compliance with relevant privacy laws and ethical obligations.
  • Communication – Workers handling complaints will have access to clear information to inform their effective communication with complainants.

5.3.3 Managing the parties

  • Conduct of parties – EDFA will clarify the expected behaviour of Workers and complainants through the complaint management process in the Complaints Management Procedure.
  • Work health and safety – EDFA will ensure Workers are empowered to implement complaint management system relevant to their role.
  • Complaint involving multiple parties – where multiple parties are involved in a complaint, EDFA will coordinate communication with all involved, subject to privacy and confidentiality obligations.
  • Empowerment of Workers – Workers are empowered to implement EDFA’s complaint management system as relevant to their role. Workers are encouraged to provide feedback on the system.

5.3.4 Accountability, learning, and prevention

  • Accountability – EDFA will ensure that accountability for operation of the complaint management system is clear.
  • Continuous improvement – EDFA will respond and learn from the complaints it receives.
  • Prevention of ongoing disputes – the possibility that complaints escalate into ongoing disputes will be minimised.

6. Related Documents

  • EDFA Complaints Management Proceduce