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Complaint Policy
Complaint Policy
Complaint Policy
Complaints Handling Process
The Complaints Handling Process involves 5 steps:
- Receive
- Acknowledge
- Assess and investigate
- Determine outcome
- Close complaint
Step 1 – Receive
All complaints will be logged in the complaints register. PAAu will record the complaint and its supporting information. The complaint will also be assigned a unique identifier/number.
The record of the complaint will document:
- Contact information of the person making a complaint and the date received
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant information
- Any additional support the person making a complaint requires
Complaints can be received via:
- Call PAAu Donor Care Team on 1300 347 947. PAAu phone lines are open Monday to Friday 9am to 5pm. Outside of these hours, messages can be left with a contact number and PAAu Donor Care Team will return the call within three working days.
- Email PAAu at complaints@pennyaap.wpenginepowered.com
- You can write to PAAu at: Penny Appeal Australia 797 Punchbowl Road Punchbowl NSW 2196 Australia
Step 2 – Acknowledge
PAAu will acknowledge receipt of each complaint promptly (within 5 working days). PAAu will endeavour to fully respond within 10 working days. In complex situations where an immediate response is not possible, we will respond as quickly as possible, providing updates as required.
Step 3 – Assess and investigate
After acknowledging receipt of the complaint, PAAu will confirm whether the issue(s) raised in the complaint is/are within our control. We will consider the outcomes sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed.
When determining how a complaint will be managed, we will consider:
- How serious, complicated or urgent the complaint is
- Whether the complaint raises concerns about people's health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed
- Whether a resolution requires the involvement of other organisations.
Step 4 – Determine the outcome
PAAu aims to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. Following assessment and investigation into the issues raised, PAAu will contact the person making the complaint and advise them:
- The outcome of the complaint and any action we took
- The reasons for our decision
- The remedy or resolutions that we have proposed or put in place
- Any options for review that may be available to the complainant, such as an internal review, external review or appeal.
Step 5 – Close the Complaint
The complaints register will record how the complaint was managed. It will log how the complaint was managed, the outcome of the complaint, outstanding actions and owners, and due dates.
Analyse the data
PAAu will ensure that outcomes are properly implemented, monitored and reported to senior management and/or CEO, and/or the Chair of our governing body.
Complaints Handling Process
The Complaints Handling Process involves 5 steps:
- Receive
- Acknowledge
- Assess and investigate
- Determine outcome
- Close complaint
Step 1 – Receive
All complaints will be logged in the complaints register. PAAu will record the complaint and its supporting information and assign a unique identifier/number.
The record of the complaint will document:
- Contact information of the person making a complaint and the date received
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant information
- Any additional support the person making a complaint requires
Complaints can be received via:
- Call PAAu Donor Care Team on 1300 347 947. PAAu phone lines are open Monday to Friday 9am to 5pm. Outside of these hours, messages can be left with a contact number and PAAu Donor Care Team will return the call within three working days.
- Email PAAu at complaints@pennyaap.wpenginepowered.com
- You can write to PAAu at: Penny Appeal Australia 797 Punchbowl Road Punchbowl NSW 2196 Australia
Step 2 – Acknowledge
PAAu will acknowledge receipt of each complaint promptly (within 5 working days) and endeavour to fully respond within 10 working days. In complex situations, we will respond as quickly as possible, providing updates as required.
Step 3 – Assess and investigate
After acknowledging receipt of the complaint, PAAu will confirm whether the issue(s) raised in the complaint is/are within our control and consider the outcomes sought by the person making a complaint.
When determining how a complaint will be managed, we will consider:
- How serious, complicated or urgent the complaint is
- Whether the complaint raises concerns about people's health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed
- Whether a resolution requires the involvement of other organisations
Step 4 – Determine the outcome
PAAu aims to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. Following assessment and investigation into the issues raised, PAAu will contact the person making the complaint and advise them:
- The outcome of the complaint and any action we took
- The reasons for our decision
- The remedy or resolutions that we have proposed or put in place
- Any options for review that may be available to the complainant, such as an internal review, external review or appeal
Step 5 – Close the Complaint
The complaints register will record how the complaint was managed, the outcome of the complaint, outstanding actions and action owners, and due dates.
Analyse the data
PAAu will ensure that outcomes are properly implemented, monitored and reported to senior management and/or CEO, and/or the Chair of our governing body.
Complaints Handling Process
The Complaints Handling Process involves 5 steps:
- Receive
- Acknowledge
- Assess and investigate
- Determine outcome
- Close complaint
Step 1 – Receive
All complaints will be logged in the complaints register. PAAu will record the complaint and its supporting information and assign a unique identifier/number.
The record of the complaint will document:
- Contact information of the person making a complaint and the date received
- Issues raised by the person making a complaint and the outcome/s they want
- Any other relevant information
- Any additional support the person making a complaint requires
Complaints can be received via:
- Call PAAu Donor Care Team on 1300 347 947. PAAu phone lines are open Monday to Friday 9am to 5pm. Outside of these hours, messages can be left with a contact number and PAAu Donor Care Team will return the call within three working days.
- Email PAAu at complaints@pennyaap.wpenginepowered.com
- You can write to PAAu at: Penny Appeal Australia 797 Punchbowl Road Punchbowl NSW 2196 Australia
Step 2 – Acknowledge
PAAu will acknowledge receipt of each complaint promptly (within 5 working days) and endeavour to fully respond within 10 working days. In complex situations, we will respond as quickly as possible, providing updates as required.
Step 3 – Assess and investigate
After acknowledging receipt of the complaint, PAAu will confirm whether the issue(s) raised in the complaint is/are within our control and consider the outcomes sought by the person making a complaint.
When determining how a complaint will be managed, we will consider:
- How serious, complicated or urgent the complaint is
- Whether the complaint raises concerns about people's health and safety
- How the person making the complaint is being affected
- The risks involved if resolution of the complaint is delayed
- Whether a resolution requires the involvement of other organisations
Step 4 – Determine the outcome
PAAu aims to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. Following assessment and investigation into the issues raised, PAAu will contact the person making the complaint and advise them:
- The outcome of the complaint and any action we took
- The reasons for our decision
- The remedy or resolutions that we have proposed or put in place
- Any options for review that may be available to the complainant, such as an internal review, external review or appeal
Step 5 – Close the complaint and analyse the data
The complaints register will record how the complaint was managed, the outcome of the complaint, outstanding actions and action owners, and due dates.
PAAu will ensure that outcomes are properly implemented, monitored and reported to senior management and/or CEO, and/or the Chair of our governing body.