Providing Feedback or making a complaint - The Bobby Goldsmith ...

Providing Feedback or makinga complaintPurposeBobby Goldsmith Foundation Inc. (BGF) is committed to providing the best service possible toits clients, supporters and members. We invite you to comment on our service - complaintsand feedback are a good opportunity for us to improve how we meet your needs.Your Feedback or Complaint1. You have the right to reasonable and fair service. If you do not believe that our service hasbeen reasonable or fair, you have a right to make a complaint. Also, we are happy toreceive any feedback (positive or negative) that may help us improve the way we dothings.2. You will not be denied proper and fair service because you make a complaint. Complaintsonly help us address issues and to improve our service.3. Your complaint may be about• the way you are treated by BGF staff or volunteers• a service provided to you• BGF’s policies or operations4. You do not have to make the complaint yourself. You can ask someone else (known asan advocate) to do this for you.5. Your complaint will be treated confidentially and fairly.6. BGF will ask your permission before any information about you or your complaint is givento anyone outside BGF whose involvement may help to satisfactorily resolve yourcomplaint.How to Make a complaint or provide feedbackIf you are a Client of BGF, Friend of BGF, Donor, Volunteer, Member, or have other dealingswith BGF, you may make a complaint by following the steps.Step OneContact the employee directly involved or responsible for the BGF service that yourcomplaint relates to. See contact details below. The employee involved will address yourcomplaint and agree on any action to be taken.Step Two - (If you can not resolve your complaint in Step One)Contact the manager who supervises the employee involved or is responsible for the BGFservice that your complaint relates to. The manager will address your complaint and why itwas not resolved by the employee and will agree on any action to be taken.Step Three - (If you can not resolve your complaint as in Step Two)Contact the Chief Executive Officer, who will address your complaint, including why it wasnot resolved by the manager and will agree on any action to be taken.

Step Four - (If you can not resolve your complaint as in Step Three)Contact the President of the Board in writing at BGF, PO Box 1444, Strawberry Hills NSW2012. The Board will consider complaints only that are not able to be resolved by stepsone to three.Your complaint must show that the steps one to three have been followed. If they havenot, the President of the Board will refer the complaint to the Chief Executive Officer, whowill direct the complaint to the appropriate manager or employee.The Chief Executive Officer will communicate to you the Board’s response to yourcomplaint and any action to be taken.The President of the Board will contact you directly only if your complaint is about theChief Executive Officer and only then if the President of the Board agrees it is notappropriate for the Chief Executive Officer to contact you.Step Five - (If you can not resolve your complaint as in Step Four)You may make a complaint to an external agency.What will happen when you make a complaint?BGF will acknowledge your complaint within three working days by telephone, fax, email orletter, if you provide the appropriate contact details.BGF will respond to your complaint promptly and, for all complaints, telephone or written, BGFwill confirm in writing any action to be taken. You need to provide an email, fax number, orpostal address.BGF will record your complaint and regularly review all complaints as a way of ensuring thatwe are appropriately providing or improving our service.Contact details for making a complaint1. You may make your complaint by telephone, fax, email or letter:Bobby Goldsmith Foundation Inc.PO Box 1444STRAWBERRY HILLS NSW 2012Email: bgf@bgf.org.auPh: 61 (02) 9283 8666 or toll free 1800 651 011Fax: 61 (02) 9283 87322. If you wish your complaint to be confidential, please make your complaint by letter andmark the envelope ‘confidential’.3. If you wish to be contacted by telephone, please state this clearly in your complaint.4. For all complaints, telephone or written, BGF will confirm in writing any action to be taken.You need to provide an email, fax number or postal address.

For a complaint concerning BGF’s activities as an Incorporated Association, contactNSW Department of Fair Trading1 Fitzwilliam StPARRAMATTA NSW 2150Email: enquiry@fairtrading.nsw.gov.auWeb: www.fairtrading.nsw.gov.auTel: 13 32 20For a complaint concerning BGF’s activities as a NSW Charity, contactNSW Office of Liquor, Gaming and RacingGPO Box 7060SYDNEY NSW 2001Email: charity.inquiries@olgr.nsw.gov.auWeb: www.olgr.nsw.gov.auTel: +61 (02) 9995 0300(BGF can advise you whether your complaint is a Fair Trading or NSW Charities matter)