- 1 minute read
Complaints Handling Factsheet
Introduction
Complaints are a fact of life for most charities, and how you deal with them is crucial. It's about having a clear process for addressing concerns raised by anyone involved with your organisation, from staff and volunteers to service users and donors.
Summary
Effective complaints handling can:
Improve your services and programs
Boost your reputation and community standing
Increase support from existing and potential donors
Save money by preventing future problems
It's also a chance to learn and improve your practices, showcasing good governance. Poor complaints handling can damage your reputation and finances.
Benefits for Volunteer Organisations & Managers
The guide, model policy and procedure, provides a step-by-step approach to handling complaints, making it easier for volunteer managers to address issues.
A fair complaints process fosters trust and shows volunteers their concerns are valued.
Effective complaints handling builds public confidence in your charity's work, attracting more volunteers and supporters.
Downloads and sources
Contribute to the Gateway
Was this resource useful?
More like this
International Volunteer Manager’s Day (IVMDay)
- 1 minute read
- International Volunteer Managers Day (IVMDay)
- General
Understanding Disability
- 1 minute read
- The Knowledge Base, The Centre for Volunteering, People with Disability Australia
- Disability, General
Background checks
- 1 minute read
- Not-For-Profit Law
- General

Rosterfy

Better Impact

VIKTOR
The Tuff Stuff: Volunteer Performance Counselling
- Volunteering Victoria
- –
- Free
Plain and Easy English Language Part 1 (24 July 2025)
- Volunteering Victoria
- –
- Free
National Standards Deep Dive: Standard 8
- The Centre for Volunteering
- –
- Free