The Stick Kit is committed to taking all forms of feedback seriously, and as such complaints by participants and users of our services are welcomed by the organisation.
The purpose of this Complaint Management Policy is to demonstrate our commitment to resolve complaints, and to provide a framework for both our participants and employees for lodging and handling complaints.
The objective of this Policy is to enable the management of The Stick Kit to resolve complaints in an efficient, effective and considerate manner. This Policy will be reviewed at least annually by the Project Manager, in order to ensure delivery of effective and efficient outcomes for our participants and users.
WHAT IS A COMPLAINT?
In accordance with AS ISO 10002-2006, a complaint under this Policy is defined as:
An expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
HOW TO LODGE A COMPLAINT
Written complaints may be received via email, post or using the Contact Us form on our websites. All postal complaints should be mailed to:
The Stick Kit – Complaints Management
PO Box 359
REDFERN NSW 2016
To help us address your concern as quickly as possible, please include the following details when lodging your complaint:
- Your full name, address, email address and contact phone number(s)
- Details of the course or service you are referring to
- A description of your complaint
- Any additional documentation or information which you think may assist us in addressing your concerns
HANDLING A COMPLAINT
If your complaint cannot be resolved at first contact, we will endeavor to resolve your complaint within 14 days. If you are dissatisfied with the process or wish to enquire as to the status of your complaint, please contact us via firstname.lastname@example.org.
All complaints received by the organisation must be reviewed and assessed by the appropriate person and any required actions be recommended to the Executive or its delegated bodies as appropriate.
RECORD KEEPING REQUIREMENTS
Complaints received by The Stick Kit are kept on file for a period of at least 5 years. Information retained includes details of the initial complaint, and a record of the actions/ responses of The Stick Kit in response to the complaint.