External Complaints Policy

Introduction

 This policy relates to the way in which ASHM deals with complaints by:

service users about its resources and services
ASHM members
other ASHM stakeholders.

This policy provides clear definitions and defines what constitutes a complaint and what does not. This policy outlines the types of complaints that can be submitted including complaints about ASHM’s conduct, programs, and/or services.

Where a complaint is made to ASHM concerning an employee or practice of another organisation, that complaint will be conveyed to the CEO. The CEO will direct management of this complaint, usually by referral to the entity that is the subject of the complaint.

Purpose

The purposes of this policy reflect that ASHM values constructive, critical feedback and/or complaints regarding our activities, as they help us enhance our service delivery. It also:

demonstrates that ASHM is capable of handling complaints effectively and transparently andunderstands that this is crucial for maintaining accountability and trust with stakeholders.
provides detail of ASHM’s structured, systematic process for managing complaints, ensuringconsistency and fairness in addressing issues.
outlines how complaints can be made, who will manage them, and what steps will be taken,fostering trust and openness within ASHM and for our stakeholders.
helps resolve issues effectively and efficiently, aiming to address and rectify concerns ofcomplainants in a timely manner.
identifies areas for improvement by gathering feedback and learning from complaints, leadingto better practices and service provision.
ensures the ASHM meets our legal and regulatory requirements regarding complaint handling,which can help mitigate risks and avoid legal issues.
By addressing grievances, this policy can improve client satisfaction and loyalty, demonstrating a commitment to valuing and acting on feedback.

SCOPE

All ASHM personnel (including governing body members, staff, volunteers, representatives, contractors, visitors to projects and partners) are expected to comply with the principles and reporting requirements specified in this policy.
This policy refers to complaints received from the public, agencies, providers, partners, and stakeholders in Australia and overseas.

Definitions

Complaint means an expression of dissatisfaction made to ASHM, related to its resources or services, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.
It is important to note that a negative comment about any aspect of ASHM services is not considered a formal complaint unless the individual explicitly states it as such and adheres to the procedures outlined in this policy. Informal negative comments, such as anonymous remarks on evaluation sheets during training courses, do not qualify as complaints under this policy.

Complainant means a person, organisation, or its representative, making a complaint.

Enquiry means a request for information or an explanation.

Feedback means opinions, comments, suggestions, and expressions of interest in ASHM’s resources or services.

Stakeholder or interested party means a person, group or organisation having an interest in the performance or success of ASHM.

Policy

ASHM is committed to efficient and fair resolution of complaints by people about our Organisation at all levels. ASHM acknowledges clients and stakeholders right to complain and we positively invite feedback from clients and stakeholders about the resources and services we provide. We do this through:

Accessibility
ASHM’s External Complaints Policy is available on ASHM’s website. Additionally, we provide guidelines about how to provide feedback or make a complaint in plain English including an easy to complete form for the person wishing to provide feedback or make a complaint.
Complaints can be submitted (e.g., in writing, online, in person) as advised on our website.

Confidentiality
ASHM’s External Complaints policy provides a safe and discrete point of contact for stakeholders in Australia and countries where ASHM work is conducted, to raise concerns or complaints about our Organisation.

Fairness and Natural Justice
ASHM adheres to the principles of natural justice, ensuring that complaints are managed fairly and impartially. This includes:

Ensuring confidentiality and privacy for complainants
Providing an opportunity for all parties involved to present their case.

Additionally, ASHM ensures that requirements for filing a complaint take into consideration the needs of the most vulnerable and considers minority and disadvantaged stakeholders.

All complaints will be managed to ensure there is procedural fairness to all parties, there is no conflict of interest by either party, there is no victimisation or retaliation, and confidentiality is assured throughout the process.

Responsiveness
ASHM’s complaints process is responsive. Key steps undertaken in the management of complaints as they are received, include how a complaint is identified, confirming, and recording details of complaints received, and expected responsiveness. (See aligned procedures attached).

People-focussed Approach
ASHM commits to providing appropriate assistance and referrals to survivors (e.g. providing assistance to complainants might include medical, social, legal and financial assistance, or referrals to such services.)

Non-retaliation assurance
A person who, in good faith, reports misconduct or suspected misconduct will not suffer retaliation.

Transparency and Communication
ASHM ensure transparency in the complaints process by:

Clearly communicating the roles and responsibilities of all parties involved in handling complaints.
Keeping the complainant informed about the progress and outcome of their complaint.

Child Protection and Prevention of Sexual Exploitation, Abuse and Harassment
All complaints concerning Child Protection and Prevention of Sexual Exploitation, Abuse and Harassment must be reported immediately to the ASHM CEO and follow reporting guidelines described in those policies.
It recognises:

Gender equality
Zero tolerance of inaction on incidents of SEA
Victim/survivor centred responses.

Complaints Management and Follow Up
In handling complaints, we will be fair to both the complainant and the service or person against whom the complaint is made. Complainants will be treated courteously.

ASHM will endeavor to provide appropriate assistance and referrals to complainants/survivors which may include referrals to medical, social, legal and/or financial assistance and supporting providers as appropriate.

Training
ASHM commits to:

providing an induction on complaints handling to all personnel and partners to ensure theyare equipped to understand and implement the policy, including expected standards of providing ongoing and refresher training as needed for all personnel and partners on aregular basis
developing communications materials about complaints handling, expected staffbehaviours, and complaints processes for communities in appropriate language and media.

Monitoring and Review
ASHM has mechanisms for monitoring and reviewing the complaints process to ensure its effectiveness and to make improvements where necessary (see flowchart in aligned procedure).

Documentation and Record Keeping
ASHM has a documentation and record-keeping system for complaints received, including the actions taken and outcomes achieved. A documented investigation procedure, which stipulates that an organisational record must be kept of all misconduct complaints, noting the ability to deidentify complaints at the request of the complainant or survivor.

Commitment to Improvement
ASHM is committed to using complaints as a tool for continuous improvement, ensuring that lessons learned from complaints are integrated into our practices and policies.

ASHM is a signatory to the Code of Conduct for Australian aid and development agencies, which is administered by the Australian Council for International Development (ACFID). ASHM is committed to full adherence to the ACFID Code of Conduct.

As an ACFID Code of Conduct signatory, ASHM complies with policies that include child protection, non-development activity and conflict of interest.