- 1 minute read
Complaint Handling by Charities and Not-for-Profits
Introduction
Volunteering Australia has released a comprehensive guide aimed at enhancing complaint management within charities and not-for-profit organisations. This guide underscores the significance of adeptly managing complaints, detailing a model policy and procedure that organisations can implement. It champions key principles such as fairness, accessibility, and efficiency, ensuring complaints are resolved in a respectful, timely, and impartial manner.
Benefits for Volunteer Involving Organisations and Volunteer Management Practitioners
For volunteer organisations, this document is invaluable. It not only outlines a step-by-step approach to handling complaints - from receipt to resolution - but also stresses the importance of integrating these practices into the organisation's culture. This approach fosters an environment of continuous improvement, accountability, and confidentiality, ultimately leading to better volunteer management and satisfaction.
The guide empowers staff with the knowledge and tools to effectively manage complaints, encouraging a proactive stance on recording, analysing, and monitoring complaints to identify and address systemic issues. Moreover, it offers options for external review, ensuring fairness and objectivity throughout the complaint handling process.
Application
Volunteering Australia's document is a crucial resource for volunteer organisations, providing a clear framework for improving complaint handling procedures, enhancing volunteer management, and reinforcing the organisation's commitment to fairness and transparency.
Downloads and sources
Contribute to the Gateway
Was this resource useful?
More like this
National Volunteering Guide
- 1 minute read
- Not-For-Profit Law
- General
Measurement & Impact: Providing the Evidence that Volunteering is Good for Society and Good for You
- 1 minute read
- International Association for Volunteer Effort
- General
The Effect of Volunteer Management on Intention to Continue Volunteering: A Mediating Role of Job Satisfaction of Volunteers
- 1 minute read
- Cho Heetae , Zi’En Wong, Weisheng Chiu
- General

MyPass

SEEK Volunteer

GoodCompany
SA State Volunteer Managers' Network Meeting
- Volunteering SA&NT
- –
- Free
National Standards Deep Dive: Standard 7
- The Centre for Volunteering
- –
- Free
Navigating Professional Boundaries
- Volunteering Victoria
- –
- FREE