- is simple and easy to use;
- is effectively communicated and promoted to all help-seekers and stakeholders;
- ensures complaints or appeals are fairly assessed and responded to promptly;
- is procedurally fair and follows principles of natural justice; and
- complies with legislative requirements.
- how to make a complaint or lodge an appeal;
- the contact person for lodging a complaint or appeal;
- how the organisation will deal with the complaint or appeal, the steps involved and the timelines; and
- how the person will be informed about the outcome of their complaint or appeal.
- a decision by Justice Connect as to whether to provide assistance; or
- the conduct of a Justice Connect worker.
- for New South Wales (NSW) matters, to PO Box 436 Darlinghurst NSW 1300; or
- for all other matters, to PO Box 16103 Melbourne VIC 8007.
- the nature of the request for assistance;
- the eligibility criteria for assistance;
- the reasons for the original decision;
- any new information provided by the help-seeker; and
- any other relevant information.
- a paid worker below the level of a senior staff member , or a volunteer, the complaint will be directed to the appropriate senior staff member in the relevant program;
- a senior staff member, the complaint will be directed to the Head of the relevant program;
- a Head, the complaint will be directed to the Chief Executive Officer (CEO) of Justice Connect; or
- the CEO, the complaint will be directed to the Chair of the Justice Connect Board.
- notify the Justice Connect worker of the complaint and its nature;
- investigate the complaint and provide the Justice Connect worker with an opportunity to respond to any issues raised;
- attempt to resolve the matter with the complainant as appropriate; and
- make a decision about the complaint, and use plain language to communicate this decision to the complainant (noting that written reasons will not be provided in most cases); and
- take any other action necessary to manage the complaint.