Skip to main content

What are you looking for?

Enter keywords to search across resources, guides, training, tools, and more.

Create an account for suggestions personalised to you and your organisation
Take a quick survey to help us improve your experience.

Information
1 minute read

Complaint Handling by Charities and Not-for-Profits

Meeting National Standards and Strategy Seal Meeting National Standards and Strategy What's this?

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

More about the author

Volunteering Australia is the national peak body for volunteering, working to advance volunteering in the Australian community. Their vision is to promote strong, connected communities through volunteering, and their mission is to lead, strengthen, promote and celebrate volunteering in Australia.

Contribute to the Gateway


More like this

Research and Reports

Developing Generation-Based Volunteer Management Practices

This study explores the experiences of volunteers across five generations in Atlanta, aiming to understand their preferences for volunteering.
1 minute read
Tonya Renee' Howard
Youth or Student, Older Volunteers +1 more
Resources

Volunteer Recognition

This article and guide highlights the importance of recognising volunteers and provides suggestions of various methods to show your appreciation.
1 minute read
The Knowledge Base, Volunteering ACT, The Centre for Volunteering, Volunteering Queensland, Volunteering SA&NT, Volunteering Tasmania, Volunteering Victoria, Volunteering WA
Videos or Webinars

Sport Volunteering Webinar Series

Free volunteer recruitment, management and retention tips in our webinar series for Australian sporting organisations.
1 minute read
Australian Sports Commission
Youth or Student, Culturally and Linguistically Diverse (CALD) +2 more
VIKTOR Lite
Tech

VIKTOR Lite

VIKTOR Lite enables volunteer involving organisations to recruit volunteers via a range of websites run by local governments, state peaks, local volunteer resource centres, Volunteering Australia and SEEK Volunteer.
Volunteer database Recruitment Onboarding / training Reporting
Emergency Support Volunteering website
Tech

Emergency Support Volunteering website

The Emergency Support Volunteering website allows volunteers in Western Australia to register to help in emergencies, organisations needing support can also register to contact volunteers for assistance.
Volunteer database Recruitment Reporting
MyPass
Tech

MyPass

MyPass is volunteer onboarding and compliance management software centred around a digital Skills Passport, designed to help volunteer involving organisations (VIOs) reduce their risk and cost of operations.
Volunteer database Recruitment Rostering / scheduling Onboarding / training Communication / engagement Compliance Reporting Resource management Event management
scheduled

Building an Inclusive Volunteer Program

This interactive workshop will provide participants with the skills and knowledge needed to recruit, engage, and retain a diverse team of volunteers, including reviewing organisational procedures and workplace culture.
Volunteering Victoria
FREE
scheduled

Becoming an Inclusive Volunteer Involving Organisation

Join us for free training for staff and volunteers looking to promote and develop inclusivity within their organisation.
The Centre for Volunteering
Free
scheduled

Targeted Recruitment and Engaging Young People

Volunteering Victoria
FREE