top of page

Complaints Policy

A complaint is an objection to something that is unfair, unacceptable, or otherwise not up to normal standards. Any person or organisation connecting with us or affected by our work has the right to make a complaint.

​

We are committed to complaints processes that:

  • make it simple and easy for anyone to make a complaint

  • consider complaints fairly and respond to them promptly

  • are fair, equitable and transparent

  • hold us accountable.

 

Our commitment

 

If you make a complaint to the NDRP you can expect that we will:

  • treat you with respect

  • tell you what will happen while your complaint is being looked into

  • handle the process in a fair and open way

  • provide reasons for decisions that are made

  • protect your privacy.

 

What can I make a complaint about?

 

You can make a complaint to the NDRP about:

  • the work we do

  • the people who work for the NDRP

  • NDRP Board members

  • a person involved on an advisory committee, either paid or a volunteer

  • the research that we fund, including the way that it is being done

  • contractors who provide services for the NDRP.

 

How to make a complaint

 

If you wish to make a complaint you may do so in writing or verbally or in any other format that is accessible to any of the following people:

  • the staff member you were dealing with at the time

  • the Chief Executive Officer (CEO)

  • the Chair of the NDRP Board.

 

Complaints can be made by email to info@ndrp.org.au, by phone 03 9000 3813 or through the National Relay Service. We can also provide other accommodations so that you can make a complaint.

​

How we manage complaints

 

If the complaint is about the NDRP’s work, an NDRP staff member, volunteer, or a member of an advisory group, the person managing the complaint will be the CEO.

​

If the complaint is about the CEO, the person managing the complaint will be the Chair of the Board.

​

If the complaint is about a Board member, the person managing the complaint will be the Chair of the NDRP Board, or a committee appointed by the Board that will be responsible for managing the complaint.

​

If the complaint is about research that we fund, the person managing the complaint will be either the CEO or the Head of Research Program. Where a complaint is about research ethics or research integrity concerns, we will support the person making the complaint to provide us with the information needed to refer the complaint to the research institution responsible for investigation.

​

The person managing the complaint will be responsible for:

 

1. Registering the complaint:

  • registering the complaint in the NDRP complaints register

  • informing the person making the complaint that their complaint has been received, and providing them with information about the process and time frame.

 

2. Investigating the complaint:

  • examining the complaint within 5 working days of the complaint being received

  • informing the complainant in writing within 10 working days of the complaint being received and what is being done to investigate and resolve it, and the expected time frame for resolution.

  • As far as possible, complaints will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reason(s) why and of the time frame for resolution.

 

3. Resolving the complaint:

  • a decision will be made and you will be informed of that decision within 20 working days of the complaint being received. 

  • If a complaint cannot be resolved, the CEO or the NDRP Board may choose to conduct an external investigation, and / or seek independent mediation.

 

Record keeping

A register of complaints will be kept by the NDRP. It will have the following information:

  • details of the person making the complaint and the nature of the complaint

  • date the complaint was made

  • action taken

  • date the complaint resolved and reason for the decision

  • confirmation that the person making the complaint was notified about the outcome

  • any response from the person who made the complaint and any further action needed.

 

Copies of all correspondence, communications and other materials received by NDRP about any complaints will be kept for 3 years. The complaints register and files will be confidential. Only the CEO and Board will be able to access them. If the complaint is about the research we fund, the Head of Research Program will also have access to these files. The CEO will be responsible for preparing a report on feedback and complaints received to the Board.

bottom of page