Policy 107 Member Feedback

POLICY STATEMENT

Rainbow Club Australia actively seeks the input of members and encourages them to provide feedback, both positive and negative, as a source of ideas for improving services and activities. The organisation will:

  • foster a service culture that encourages open and honest communication
  • inform members about the standard of service they can expect
  • protect the right of members to provide feedback and to make complaints about service delivery
  • encourage and make it easy for people to provide feedback
  • record and analyse information arising from feedback and use it to improve services.

 PROCEDURES

Encouraging member feedback

Administration Staff, Club Management, and Instructors will be responsible for ensuring that members are informed of what they can expect from the service and how they may provide feedback. Information will be provided to members via the website and Welcome Letter to New Families.

All Administration Staff, Club Management, and Instructors working with members are responsible for ensuring they are familiar with the procedures for members to provide feedback, and for:

  • accepting and reporting informal feedback
  • offering members an opportunity to provide formal feedback when appropriate.

Initiating and collecting member feedback

Feedback may be provided by individual members on their initiative or in response to requests from the organisation.

  • Individual members may provide informal feedback by speaking with their Club Management and/or Instructor.  Informal feedback will be dealt with at Club level, unless it requires escalation to the General Manager.
  • Individual members may provide formal feedback by sending an email to the General Manager: Formal feedback will receive written or verbal acknowledgement, and appropriate action.

The General Manager will be responsible for receiving and making a record of formal feedback.  Formal feedback will be recorded in the Compliments and Complaints Register.  The General Manager will be responsible for reviewing feedback records and identifying any action as and when required.

The organisation will seek feedback from members via a bi-annual survey administered by the General Manager.

Using feedback for service improvement

General Manager will be responsible for maintaining and managing feedback in RCAMS and the Compliments and Complaints Register

General Manager will be responsible for preparing a report on Formal Feedback to the Board as and when required.

Results from member feedback will be reviewed by General Manager and used to:

  • inform service planning by including a review of member feedback in all service planning, monitoring and evaluation activities
  • inform decision making by including a report on member feedback at General Meetings

 DOCUMENTATION

Documents related to this policy
Related policies
P108 Managing Complaints

Forms, record keeping  or other organisational documents
Club Charter
Club Manual
Website
Survey