Complaints Policy
- Last Updated: Oct 2026
Introduction
Kowanj Australasia Limited is committed to providing respectful, inclusive, and high-quality services across all programs, partnerships, and community initiatives.
We value feedback and recognise complaints as an opportunity to improve our services, strengthen accountability, and better support the communities we work alongside.
This policy outlines how complaints can be raised, managed, and resolved fairly, respectfully, and confidentially.
Purpose
The purpose of this policy is to:
- Provide a clear process for raising complaints or concerns
- Ensure complaints are handled fairly and respectfully
- Promote accountability and continuous improvement
- Support safe and accessible communication pathways
- Protect the privacy and dignity of individuals involved
Scope
This policy applies to complaints relating to:
- Kowanj programs and services
- Staff, volunteers, and representatives
- Partnership activities
- Workplace or community conduct
- Service delivery concerns
- Communication and engagement issues
This policy applies to participants, volunteers, employees, employers, partners, donors, and members of the community interacting with Kowanj Australasia Limited.
Our Commitment
Kowanj Australasia Limited is committed to:
- Treating all complaints seriously and respectfully
- Responding in a timely and fair manner
- Providing safe and accessible complaint pathways
- Protecting confidentiality where appropriate
- Supporting culturally respectful communication
- Using feedback to improve services and operations
What Can Be Complained About
Complaints may relate to:
- Poor service delivery
- Discrimination or unfair treatment
- Bullying, harassment, or inappropriate conduct
- Program concerns or dissatisfaction
- Privacy or confidentiality concerns
- Communication issues
- Volunteer or staff behaviour
- Safety concerns
- Accessibility barriers
How to Make a Complaint
Complaints may be submitted verbally or in writing.
Individuals are encouraged to provide:
- The nature of the complaint
- Relevant dates or events
- Names of individuals involved where known
- Any supporting information or documentation
Complaints can be submitted through:
Email: info@kowanj.com.au
Phone: 0474 760 948
Address: 552 Victoria St, North Melbourne VIC 3051
Complaint Handling Process
Once a complaint is received, Kowanj may:
- Acknowledge receipt of the complaint
- Review the information provided
- Seek further details if required
- Assess the seriousness of the matter
- Conduct an internal review or investigation where appropriate
- Provide a response or outcome
Kowanj aims to manage complaints respectfully, fairly, and as promptly as reasonably possible.
Confidentiality and Privacy
Kowanj Australasia Limited will take reasonable steps to protect the privacy and confidentiality of individuals involved in a complaint process.
Information will only be shared where necessary to assess, investigate, or respond to the complaint, or where required by law.
Fairness and Respect
All parties involved in a complaint process are expected to behave respectfully.
Kowanj will aim to ensure:
- Complaints are assessed objectively
- People are treated fairly and without bias
- Participants feel safe raising concerns
- No person is disadvantaged for making a genuine complaint in good faith
Accessibility and Cultural Considerations
Kowanj recognises that some individuals may face barriers when raising concerns, including language, literacy, cultural, or accessibility challenges.
We aim to provide supportive and culturally respectful communication wherever possible to help individuals safely express concerns and seek support.
Continuous Improvement
Feedback and complaints help Kowanj improve programs, strengthen services, and better respond to community needs.
Where appropriate, complaint outcomes may contribute to policy reviews, operational improvements, or additional staff and volunteer training.
Contact Information
Kowanj Australasia Limited
552 Victoria St, North Melbourne VIC 3051
Email: info@kowanj.com.au
Phone: 0474 760 948
Policy Review
This policy will be reviewed regularly to ensure it remains effective, accessible, and aligned with organisational standards and community expectations.
