This policy is intended to ensure that GROW (ABN 12 008 485 827), a registered charity under the Australian Charities and Not-for-profits Commission, handles grievances fairly, efficiently and effectively and  outlines the process for submitting, managing and resolving individual formal grievances.

A grievance is considered to be in relation to any expression of dissatisfaction made to or about GROW, GROW’s services, staff, or the handling of a grievance where a response or resolution is explicitly or implicitly expected.

This policy is also relevant to individuals who wish to provide feedback(including a comment, critique, opinion, observation, information, suggestion or recommendation) to GROW in relation to its operations, practices, conduct or organisational culture.

Scope
This policy applies to all staff (paid and volunteer), contractors and GROW’s governing body, receiving or managing grievances from the public and members, made to or about GROW.

GROW will only consider grievances and/or feedback provided by individuals over the age of 18. If an individual is under the age of 18 and would like to raise a grievance and/or provide GROW feedback, their grievance and/or feedback is required to be made by their legal guardian. If an individual prefers or requires a third-party individual or organisation to assist or represent them in the making and/or resolution of their grievance, GROW will communicate with that individual’s chosen representative.

GROW may consider a grievance and/or feedback provided anonymously on a limited basis and where sufficient information is provided.

Grievance Process

Step one: making a complaint
An individual (Complainant) is encouraged to attempt to resolve a grievance at the outset by engaging in an informal process. If the grievance is unable to be resolved informally, the individual must, as soon as practicable, raise the grievance to GROW in writing (Complaint), by:

• Submitting it to GROW’s website via the “Complaints” form (below)
• Sending it to GROW by post to: : National Office, PO Box 178, Holland Park West, Queensland, 4121
• Sending it to GROW by email via  companysecretary@grow.org.au

The Complaint should notify GROW of the nature of the grievance (including description, dates(s), location(s), names of individuals and any witnesses), provide any supporting information (including emails, text messages, or file notes), advise the outcome that the Complainant is seeking and provide the Complainant’s contact details in order for GROW to facilitate the investigation of the Complaint.

Step two: acknowledgement
GROW will contact the Complainant as soon as reasonably practicable in acknowledgement of the Complaint. Should the Complainant not receive an acknowledgement within 30 days of the Complaint being submitted, the Complainant is required to re-submit the Complaint.

In acknowledgement of the Complaint, GROW may provide the Complainant information on the complaints process, expected timeframes, progress of the Complaint and reasons for any delay, the Complainant’s degree of involvement in the Complaint, the possible outcome of the Complaint and possible involvement or referral of the Complaint to external departments, agencies or organisations.

Step three: investigation
Unless the Complaint is referred to an external investigator (or government department, agency or organisation), GROW will make all reasonable attempts to commence an investigation into the Complaint as soon as possible. When determining the timeliness of actioning a Complaint, GROW will consider the seriousness of a Complaint based on the initial evidence provided by the Complainant.

An investigation may involve further searches, gathering further evidence and speaking to the parties involved. To avoid doubt, GROW is not required to appoint an external investigator to investigate a Complaint but may do so at its absolute discretion.

Step four: decision
Following consideration of the Complaint, and any investigation into the issues raised, GROW will make a decision about the Complaint (Decision), which may involve making findings of fact and deciding whether the Complaint or parts of the Complaint have been substantiated on the balance of probabilities.

GROW will contact the Complainant and inform them of the Decision, which may include, the outcome of the Complaint and any action taken, reason/s for the Decision, remedies or resolutions proposed and/or any options available for a review of the Decision (i.e. to the Australian Charities and Not-for-Profits Commission).

Privacy
GROW will protect the identity of a Complainant where practical and appropriate and will take all reasonable steps to ensure that Complainants are not adversely affected in the making of a Complaint.

Personal information that identifies a Complainant (or anyone else) will only be disclosed or used by GROW as permitted under relevant privacy legislation, GROW’s policies and procedures (as amended from time to time) and any relevant confidentiality obligations. A Complainant’s provision of personal information upon the making on the Complaint is deemed to be an acknowledgement and agreement of this practice by the Complainant.

Records of the Complaint will be kept by GROW for as long as reasonably required.

Unreasonable Complainant Conduct
If a Complainant in making a Complaint conducts themselves in any way that is deemed as unreasonable in the circumstances,  GROW will take relevant intermediary action which may include, limiting the Complainant’s communications (i.e. frequency, nature or mode) with GROW or referring the Complainant to an external department, organisation or agency.

GROW’s Discretion
The steps particularised within this policy are a general guide. At all times during the grievance process, GROW will retain the right to exercise its discretion in addressing the grievance to ensure that the process is fair, effective, impartial and unbiased.