Complaints Policy

Complaints Policy – Co.Design4All

Effective Date: 15/7/2025
Version: 1.0
Applies to: All clients, community members, stakeholders, and members of the public

1. Purpose

Co.Design4All is committed to providing high-quality, inclusive, and ethical services. We value feedback from the people and communities we work with, and we acknowledge the right of all individuals to raise concerns or complaints if they are dissatisfied with our services, conduct, or decisions.

This Complaints Policy outlines how individuals can make a complaint, how complaints are managed, and how we ensure a fair, respectful, and timely response.

2. Scope

This policy applies to:

Clients and partner organisations

Community members engaged in Co.Design4All activities

Contractors, collaborators, and other stakeholders

Members of the public who engage with our services or team

It covers complaints about:

The quality or delivery of services

Conduct or behaviour of staff, contractors, or facilitators

Breach of policy, confidentiality, or codes of conduct

Accessibility, inclusion, or cultural safety concerns

Any decision made by Co.Design4All that affects a stakeholder or community member

3. Our Commitment

In line with our values of equity, transparency, and shared leadership, Co.Design4All is committed to:

Listening to and acknowledging complaints with respect and openness

Providing clear, accessible pathways for complaints to be raised

Resolving complaints fairly, promptly, and without bias

Protecting the confidentiality and privacy of all parties involved

Using complaints to improve our services, systems, and relationships

4. Making a Complaint

Anyone can make a complaint verbally, in writing, or by any other accessible communication method.

Complaints can be submitted via:

📧 Email: hello@codesign4all.com
📞 Phone: 07 3154 5750
🌐 Online: www.codesign4all.com

We encourage individuals to include as much detail as possible, including:

What happened

When and where it occurred

Who was involved

Any previous steps taken to resolve the issue

What outcome they are seeking

If a person requires communication support (e.g. interpreter, advocate), Co.Design4All will make reasonable adjustments to ensure accessibility.

5. Complaint Management Process

Step	Action
1. Acknowledge	Complaint is acknowledged within 5 business days.
2. Assess	Complaint is reviewed by a senior staff member who determines the appropriate process and urgency.
3. Investigate	Where necessary, an impartial investigation is conducted, including gathering relevant facts and input from all parties.
4. Respond	A written response is provided within 20 business days (or earlier if possible), including any decisions, outcomes, or proposed actions.
5. Follow-Up	The complainant is asked for feedback and advised of any changes resulting from their complaint.
6. Escalate (if needed)	If the complainant is dissatisfied with the outcome, they may request a review or escalate to an external body (see Section 7).

6. Confidentiality and Protection

All complaints are handled confidentially. Information is only shared with those directly involved in resolving the matter or as required by law.

Co.Design4All does not tolerate any form of retaliation, disadvantage, or discrimination against individuals who make a complaint in good faith. Staff and contractors are trained to manage complaints with professionalism and empathy.

7. External Escalation Options

If a complaint cannot be resolved internally, the complainant may seek external assistance. Depending on the issue, this may include:

The Office of the Australian Information Commissioner (OAIC) (privacy matters)

State or Territory Anti-Discrimination Commissions

The Australian Human Rights Commission

Other relevant industry or regulatory bodies

Co.Design4All will cooperate with external reviews and act on any recommendations made.

8. Recording and Continuous Improvement

All complaints and outcomes will be documented securely in the organisation’s complaints register. Trends and lessons learned will be reviewed regularly by the leadership team to identify opportunities for improvement in service delivery, policies, and staff training.