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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.
