Introduction
This policy sets outs the principles and processes that "Caz4Cowper (Carolyn (Caz) Heise – Independent)" operating under The Independent Cowper Pty Ltd will follow in managing complaints. The policy explains:
- What a complaint is;
- How we manage complaints; and
- How to seek review of a complaint response.
This policy document is for both internal and external use.
Definitions
In this policy we refer to a person or organisation that makes a complaint as a 'complainant'.
Complaints may be about:
- Our products, campaign integrity or the conduct of a Caz4Cowper staff member or volunteer.
- Complaints which relate to suspected instances where the Commonwealth Electoral Act 1918 is intentionally breached to obtain a benefit or cause detriment. This is considered electoral fraud.
- Complaints which relate to the suspected interference of an individual’s personal privacy by Caz4Cowper regarding an alleged breach of the Privacy Act 1988 or the Australian Privacy Principles.
- Complaints which relate to a procurement activity being undertaken by Caz4Cowper.
Concerns regarding Risk of Significant Harm (ROSH) to a child under the age of 16 can also be made via the complaints link and will be handled in line with NSW mandatory reporting obligations.
Contact
We encourage all complainants to first raise their concern with the Campaign Manager via [email protected].
If you are not comfortable doing this or wish to have your complaint assessed independently, you can raise your complaint with our trained Complaints Officers. To do this, email [email protected] or use this Google Form.
Complaints must comply with the following:
- Clearly states what the issue is and provides any supporting information, where relevant or known, including dates, times, locations, names of staff dealt with, a description of the issue/s of concern and any supporting material relevant to the complaint;
- Any other relevant information or documents;
- The harm that is or may be resulting;
- Outline the outcome/resolution being sought.
- Full name and contact details such as a phone number, email address and/or postal address where a response has been requested. This information should also be provided by groups or organisations. If not filed directly by the complainant, proof that those representing the affected people have authority to do so;
- Whether confidentiality is requested (stating reasons).
A copy of a complaints form can be found via our Complaints Form.
Principles
Responsiveness
Caz4Cowper aims to acknowledge written complaints within five business days of receiving them and to resolve complaints within 30 business days. We are committed to being responsive to complaints by actively listening, monitoring timeframes for resolution, and communicating about progress. Caz4Cowper will attempt to resolve a complaint at the time that it is received.
Fairness and Respect
We are committed to managing complaints fairly and with integrity. We will maintain impartiality and treat all complainants with respect. Resolution of complaints will be in line with legal requirements. Caz4Cowper will keep the complainant updated on the resolution of their complaint.
Accessibility
We are committed to making our complaints management process accessible to all. When required, we will facilitate access to interpreter or Aslan services for complainants.
Transparency
Caz4Cowper will be clear in the complaints process. We will endeavour to explain assessments made, actions taken, and the decision reached.
Confidentiality
Caz4Cowper handles complaints in a confidential manner. Personal and complaints information is held securely, and will only be shared with those directly involved in the handling of the complaint. We will handle and retain personal information according to our Privacy Policy.
Protection of Caz4Cowper team members
We are committed to the wellbeing of our staff, contractors and volunteers. This includes protecting them from hostile or abusive content and from personal attacks. Caz4Cowper therefore reserves the right to cease communicating with individuals who do not treat our staff with courtesy and respect.
Third parties
Caz4Cowper is not responsible for the privacy practices of third parties or websites.
Complaints handling
The complaint management process includes five steps:
- Appointment of Complaints Officer: We have two trained and qualified persons designated to assess complaints and determine the nature and importance of a complaint.
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Assessment: Each complaint is registered and assessed against the following criteria:
- Does the complaint relate to a breach of the Australian Electoral Commission regulations or Australian law?
- How urgent or serious is the matter?
- Who needs to be advised?
- What options are available to resolve the complaint?
- Acknowledgement: If contact details have been made available, the complainant will be contacted in writing and advised their complaint has been received. This will be done within five business days of receiving the complaint.
- Resolution: While Caz4Cowper aims to respond to all complaints within 10 business days of receiving a complaint, those matters which are complex, sensitive, require legal advice or have resource implications may take considerably longer. Caz4Cowper will further investigate, report, meditate or take direct action to resolve legitimate concerns. The kind of action taken will be dependent on the nature of the complaint or concern.
- Communicate Resolution or Next Steps: The outcome of the investigation or of the complaint will be communicated to the complainant.
- Complainants will be advised to lodge a complaint with the OAIC if they are not satisfied with Caz4Cowper’s response.
Approval: This policy was approved by the Finance, Governance & Risk Committee on 15th January 2025