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Date last updated: March 2026
We are committed to listening to, and being responsive to, the voices, expectations and concerns of our community and actively encourage feedback to help us learn, improve and grow. This includes children and young people, our donors and supporters, our partners and funders, and members of the community.
We take an open and honest approach to feedback and complaints, ensuring all feedback and complaints are heard, taken seriously, and responded to in a timely and effective manner.
This policy also ensures the Foundation meets its obligations under the Victorian Child Safe Standards and other legislative requirements for the management of complaints regarding the safety of children and young people and the delivery of our programs and services.
This policy applies to feedback and complaints provided to the Alannah & Madeline Foundation, including any child safety concerns or disclosures of harm or abuse.
This policy applies to:
Feedback and complaints may be made by children and young people, families, carers, educators, donors, supporters, partners, suppliers, and members of the public.
Our Whistleblower Policy outlines the ways in which the reporting of suspected unethical, illegal, fraudulent, corrupt or dishonest conduct can be made.
Our Media and Social Media Policy outlines how we moderate and respond to comments and direct messages received via Social Media.
Complaint: Formal expression of dissatisfaction made to or about the Foundation (or Dolly’s Dream) and our services, programs, staff, volunteers, Board members, partners and suppliers. Complaints require a response or resolution, either because one is explicitly or implicitly requested, or because it is legally required.
It may include, but is not limited to, the following:
Complainant: Any person or organisation making a complaint, including a child or young person, an adult raising concerns regarding a service received by a child or young person, or an adult acting on behalf of a child or young person.
Complainee: The Foundation staff member, Board Member, volunteer, or partner about whom a complaint or feedback has been received.
Feedback: Advice, criticism, feedback or information about the Foundation and/or our services shared for the purpose of improvement. All feedback is valuable to us.
The Foundation will handle complaints and feedback using the following guiding principles:
General
The Foundation is committed to maintaining a system of feedback and complaints which is accessible, supportive, and a responsive pathway for all stakeholders to lodge complaints, provide feedback and receive a response, without fear of retribution, including children and young people engaged in our programs and services.
Privacy & confidentiality
All feedback and complaints will be handled in line with the Foundation’s Privacy Policy unless otherwise described within the relevant policy (eg. Whistleblower complaints are anonymous and managed through a third party).
We will address all complaints, concerns and feedback in a confidential manner. Only the people directly involved in making, investigating or resolving a complaint will have access to information about it.
Feedback and complaints will be de-identified for analysis, reporting and when used to inform quality improvement.
Complaint handling procedure
We aim to respond to complaints, concerns and feedback as quickly as possible. We will acknowledge all complaints within three working days.
We expect most complaints, concerns and feedback to be resolved and the outcome communicated within 28 days. Sometimes we may need to investigate complaints in more detail to ensure we take the right action. Depending on how complex the concern is, we may need more time to investigate it. If that is the case, we will contact the complainant to keep them updated and informed during the investigation and once the complaint has been resolved.
Complaints can be made in the following ways:
Website: complete the Feedback and Complaints Form on our website.
Complainants requiring an interpreter or with limited English can contact TIS (Translating and Interpreting Service) on 131 450 (Translating and Interpreting Service).
Complainants who are deaf or hearing impaired can lodge their complaint via NRS (National Relay Service) on www.accesshub.gov.au).
In assessing feedback and handling complaints, we will adhere to the following process:
Feedback/complaint received: Customer service staff receive the complaint, assess it, and attempt to resolve it immediately, if possible.
Serious complaints or concerns (eg. allegations of sexual harassment, child safety, fraud) will be referred directly to, and be handled by, dedicated specialist areas (eg. within our Child Safe Reporting Policy) and referred to the relevant authority where required by law.
If the complaint, concern or feedback is assessed to be a reportable matter as prescribed within our Whistleblower or Child Safeguarding policies, the matter must be handled by the specialist units appropriately trained in responding, and the complainant will be updated.
Some complaints of a serious nature may also need to be reported to external authorities, including the Police.
If a complainant is unhappy with the response to a complaint they have made, they may request a review or appeal directly to the Chief Operating Officer.
If the matter involves the Chief Operating Officer, it should be referred immediately to the Chief Executive Officer (CEO). If the complaint involves the CEO, it should be referred to the Chair of the Board.
Independent complaint processes
There are several independent organisations that a complainant can speak to if they are not satisfied with the Foundation’s response, including:
The Foundation encourages children and young people engaged in our programs and services to provide feedback and to share their opinions and/or concerns about our programs and our interactions with them.
The collection and use of children’s and young people’s feedback is outlined in our Child & Youth Participation Framework.
A child/young person, or a carer acting on behalf of a child/young person, may make a complaint or provide feedback about our programs and services or the conduct of any Foundation staff member, volunteer or supplier.
As part of our commitment to continuous quality improvement, feedback is routinely reviewed to understand themes and opportunities for improvement or enhancement.
The Foundation has zero tolerance for child abuse and maltreatment and zero tolerance for non-reporting of child safety concerns.
Child safety concerns about a Foundation staff member, volunteer, supplier or partner should be made directly to our Child Safety Officer.
Reports can be made in the following ways:
Any child safety concerns will be investigated by our Child Safety Officer in line with the guiding principles outlined in this policy and in accordance with all relevant laws and regulations.