Complaints-handling: model policy and procedure

National peak bodies in the charity sector have developed a model policy and procedure to improve the way charities handle complaints.

These bodies include Australia Council for International Development, Community Council of Australia, the Governance Institute of Australia, Fundraising Institute Australia, Justice Connect, the National Roundtable of Nonprofit Organisations, Our Community, Philanthropy Australia, the Public Fundraising Regulatory Authority and Volunteering Australia.

The work on this model policy was convened by Dr Sue-Anne Wallace AM. The model policy ensures complaints are handled confidentially and safely, enhancing community trust and confidence in the work of charities.

Download the complaints handling model policy and procedure.