Complaints

COMPLAINTS

This information explains how Deafness Forum will manage and respond to complaints (sometimes called grievances) and the approach that will be taken.

Anyone is free to raise and have resolved any complaints or disputes. It may be an act, behaviour, omission, situation or decision, which is perceived to be unfair, discriminatory, or contrary to Deafness Forum policy or procedures.

Whenever possible, grievances will be resolved by discussion between the parties.

Deafness Forum will endeavour to provide a fair resolution process and decisions will be made with due care, privacy, dignity and confidentiality.

Type and Nature of Grievances

This is a formal policy of Deafness Forum and it applies to any matter in which an individual believes themselves to have been, or about to be, treated unfairly or inconsistently by the organisation, a member, director, staff or contractor.

The policy incorporates grievances raised in relation to certain Equity and Diversity, Sexual Harassment and Anti Discrimination issues defined by the relevant Commonwealth Legislative Acts.

I have a grievance

You may report the matter in writing to the Governance Committee Chairperson, Deafness Forum of Australia, Open Systems House, 218 Northbourne Avenue Braddon ACT 2612. Mark the envelope “Private and Confidential”.

Within 14 working days of receipt of the complaint by the Governance Committee Chairperson, the committee chairperson will respond, directly or via a nominated representative, to advise of a decision; and/or to recommend further discussion between parties at a mutually agreed time; or to advise that the matter will be referred to a future scheduled meeting of the board of Deafness Forum. Depending on the nature of the complaint, an external person may be engaged to assist in the attainment of a resolution.

If this is not to the individual’s satisfaction, the complainer will set out the grounds of appeal in writing within 14 working days of receipt of the response. The appeal letter will be addressed to the Governance Committee Chairperson, Deafness Forum of Australia, Open Systems House, 218 Northbourne Avenue Braddon ACT 2612. Mark the envelope “Private and Confidential”.  

The Governance Committee Chairperson or her/his delegate will inform the complainer of steps in the process, or of a decision, within 14 working days of the decision being made. The decision will be final.

Notes

Why does it take time to consider complaints and respond? Because members of the board of Deafness Forum are volunteers and need reasonable time to balance their board duties with professional and personal commitments.

If the Governance Committee Chairperson or a director(s) of Deafness Forum is the subject of complaint, the organisation’s Conflict of Interest rules will apply and the individual will not participate in discussions on the matter. The board of Deafness Forum is bound by a Code of Conduct and Ethics, published on the 'About Us/ Executive' page on this website.