Policy 108 Compliments and Complaints

POLICY STATEMENT
Rainbow Club Australia is committed to ensuring that any person or organisation using
Rainbow Club Australia services or affected by its operations has the right to lodge  a compliment or a complaint or to appeal a decision of the organisation and to have their
concerns addressed in ways that ensure access and equity, fairness, accountability
and transparency.
The organisation has a complaints and appeals management procedure that
• Is simple and easy to use
• Is effectively communicated and promoted to all clients and stakeholders
• Ensures complaints or appeals are fairly assessed and responded to promptly
• Is procedurally fair and follows principles of natural justice
• Complies with legislative requirements.

Principles
Rainbow Club Australia:
• Considers all complaints and compliments it receives
• Treats all complainants with respect, recognising that the issue of complaint is
important to the complainant
• Maintains confidentiality of parties involved, keeping any information private to those
directly involved in the complaint and its resolution
• Ensures advocacy is available to members who make a complaint and require support
• Ensures that cultural and linguistic needs are supported
• Resolves complaints, where possible to the satisfaction of the complainant
• Deal with all complaints in a timely manner
• Keeps parties to the complaint informed of progress of the complaint
• Ensures that Board, administration staff, club management, teachers and volunteers
are given information about the compliments and complaints policy and procedure

PROCEDURES
Information for Members, Staff, Teachers and other Stakeholders
Rainbow Club Australia complaints and appeals procedure will be documented for member
and stakeholders in this club manual which is made available on our website.

STEP 1 Club Committee
All our clubs are run by volunteers and we ask all parents to respect their commitment and
time. In the event that a member has a complaint this should be made, in the first instance,
to a member of the club management committee.
The relevant member of the club management committee will endeavor to resolve issues
to the best of their ability

STEP 2 General Manager
In the event the club management committee is unable to resolve the issue or the complaint is about the club management committee or one of its members, the complainant should contact the General Manager of Rainbow Club (info@rainbowclubaust.com.au) and advise them of the nature of the complaint with details of dates and times as appropriate. The General Manager will respond to complaints within seven (7) working days.

In investigating a complaint, the General Manager will seek statements from all parties to
the complaint and if necessary seek statements from any witnesses. The General Manager
is not obliged to disclose the information received in such statements but will take into
account the environment, context and responsibilities of those who contribute such
statements.

STEP 3 Board of Rainbow Club Australia
Should a member wish to raise the matter further, they should contact the President of
Rainbow Club Australia or any member of the Board of Rainbow Club Australia.

Should the President or other Board Member deem it necessary to bring the matter to
the Board, they will consider the matter. If the Board is of the opinion that the club, club
management, teacher or member of staff:
• Has persistently refused or neglected to comply with a provision or provisions
of these policies and procedures
• Has persistently and willfully acted in a manner prejudicial to the interests of
Rainbow Club

The Board may by resolution
• Expel the Club or the club member or
• Suspend the club or club member from membership of the organisation for
a specified period
• Take appropriate disciplinary action regarding a member of staff

If the Board passes a resolution to take action, the secretary shall, as soon as practicable,
cause a notice in writing to be served on the club, club member or member of staff:
• Setting out the resolution of the Board and the grounds on which it is based
• Stating that the club representative, club member or member of staff may address the
committee at a meeting to be held not earlier than 14 days and not later than 28 days
after service of the notice
• Stating the date, place and time of that meeting and
• Informing the club, cub member or member of staff that they may do either or
both of the following
• Attend and speak at the meeting or appoint a representative or representatives
to attend and speak at the meeting
• Submit to the Board at or prior to the date of the meeting, written representations
relating to the resolution

At a meeting of the Board it shall
• Give to the member or the members’ representative(s) an opportunity to make oral
representations
• Give due consideration to any written representations submitted to the Board by
the member at or prior to the meeting and
• By resolution, determine whether to confirm or to revoke the resolution

Where the Board confirms a resolution, the secretary shall, within 7 days after that
confirmation, by notice in writing inform the club, club member or member of staff of the
fact and of the member’s right of appeal within a period of time to be specified.

A resolution confirmed by the Board does not take effect
• Until the expiration of the period within which the club, club member or member
of staff is entitled to appeal against the resolution.

Upon expulsion of a Club that is a Rainbow Club, the club charter is automatically cancelled.
The charter must be returned and the right to use the name Rainbow Club and any insignia
of the organisation will be automatically withdrawn or surrendered.

If the allegation involves a criminal offence it must be referred to the police and the Board
notified.

STEP 4 Appeal to a General Meeting
A club, club member or member of staff may appeal to the organisation in general meeting
against a resolution of the Board within seven days after notice of the resolution is served
on the club, club member or member of staff by lodging with the secretary a notice to that
effect.

Upon receipt of a notice from a club, club member or member of staff, the secretary shall
notify the Board which shall convene a General Meeting of the organisation to be held
within 21 days after the date of which the secretary received the notice.

At a general meeting of the Association:
• No business other than the question of the appeal shall be transacted
• The Board and the club, club member or member of staff shall be given the opportunity
to state their respective cases orally or in writing or both and
• The members present shall vote by secret ballot on the question of whether the
resolution should be confirmed or revoked

If, at the general meeting, a special resolution is passed in favour of the confirmation of
the resolutions, the resolution is confirmed.

STEP 5 Right of Appeal to an External Body
If the complainant is not satisfied with the outcome or process of the internal complaints
procedure, a formal external complaints procedure may follow. The complainant will be
referred to the NSW Ombudsman – Disability Services.

Record Keeping
The General Manager will maintain a Complaints register and will record the following for
each complaint or appeal
• Details of the complainant and the nature of the complaint
• Date lodged
• Action taken
• Date of resolution and reason for decision
• Indication of complainant being notified of outcome
• Complainant response and any further action

Copies of all correspondence will be kept with the complaints register. The complaints
register and files will be confidential and access is restricted to the General Manager
and/or President.

All clients will be informed of their rights and responsibilities with regards to complaints
and appeals at the earliest possible stage of their involvement with the organisation.
This Compliments and Complaints policy will be available to be viewed on the website and in the club manual.

 

DOCUMENTATION
Documents related to this policy
Related policies
P107 Member Feedback

Forms, record keeping or other organisational documents
Club Charter
Club Manual
Website
Welcome Letter to New Parents
Welcome Letter to Instructors and New Staff