CELEBRANT TRAINING AUSTRALIA COMPLAINTS POLICY
Parties
(1) CELEBRANT TRAINING AUSTRALIA (the “Organisation”), being the entity responsible for implementing, maintaining, and administering this Complaints Management Policy in accordance with Australian consumer protection laws, administrative law requirements, and relevant industry standards.
(2) Complaintant (the “Stakeholders”), being any person, customer, client, member of the public, or other stakeholder who may lodge a complaint or be otherwise affected by the Organisation’s complaints management processes and procedures established under this Policy.
Background
The Organisation recognises its commitment to providing high-quality services and maintaining effective relationships with its stakeholders, customers, clients, and the broader community.
The Organisation acknowledges that complaints are an important source of feedback that can identify areas for improvement in service delivery, policies, procedures, and organisational practices.
This Complaints Management Policy is established in accordance with Australian consumer protection legislation, the Australian Standard AS/NZS 10002:2014 Guidelines for Complaint Management in Organisations, and relevant industry-specific regulatory requirements.
The Organisation is committed to ensuring that all complaints are handled in a fair, efficient, accessible, and transparent manner that respects the rights and dignity of all parties involved.
This Policy demonstrates the Organisation’s commitment to continuous improvement and accountability through the systematic management of complaints and the implementation of appropriate remedial actions.
The Organisation recognizes that effective complaints management enhances customer satisfaction, builds public trust, reduces the likelihood of disputes escalating to external bodies, and supports regulatory compliance obligations.
This Policy establishes a framework that enables the Organisation to learn from complaints, identify systemic issues, and implement preventative measures to reduce the likelihood of similar complaints arising in the future.
The development and implementation of this Policy reflects the Organisation’s commitment to best practice complaint handling principles and its obligation to provide accessible and effective complaint resolution processes for all stakeholders.
Definitions
Complaint means any expression of dissatisfaction made to or about the Organisation in relation to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
Complainant means a person, organisation, or entity who makes a complaint, including customers, clients, members of the public, advocacy groups, or authorised representatives acting on behalf of another person.
Respondent means the Organisation, its employees, contractors, agents, or any person whose conduct or decision is the subject of a complaint.
Grievance means a formal complaint that involves an allegation of unfair treatment, breach of policy, procedural irregularity, or misconduct requiring investigation and formal resolution.
Feedback means comments, suggestions, compliments, or other communications that do not constitute a complaint but provide information about the Organisation’s performance or services.
Investigation means the systematic examination of a complaint to determine facts, assess evidence, and reach conclusions about the matters raised.
Resolution means the outcome or action taken to address a complaint, including but not limited to providing an explanation, apology, service correction, compensation, or policy change.
Working Days means Monday to Friday excluding public holidays in Queensland, Australia.
Complaint Handler means any employee, officer, or authorised representative of the Organisation designated to receive, assess, investigate, or resolve complaints.
Senior Manager means a person holding executive or senior management authority within the Organisation with responsibility for complaint escalation and policy oversight.
Personal Information has the meaning given to that term in the Privacy Act 1988 (Cth) and includes any information that can reasonably identify an individual.
External Review Body means any ombudsman, tribunal, regulatory authority, or other external agency with jurisdiction to review complaints about the Organisation’s services or conduct.
Systemic Issue means a problem or deficiency that affects multiple complainants or indicates a pattern requiring organisational change or improvement.
Record means any document, electronic file, or other medium containing information about a complaint, including correspondence, investigation notes, evidence, and resolution details.
Confidential Information means any information relating to a complaint that is not publicly available and includes personal details of complainants, investigation materials, and internal assessments.
Vulnerable Person means a complainant who may require additional support or assistance due to age, disability, cultural background, language barriers, or other circumstances affecting their ability to participate in the complaint process.
Alternative Dispute Resolution means methods of resolving complaints outside formal investigation processes, including mediation, conciliation, or negotiated settlement.
Policy Objectives and Scope
The primary purpose of this Policy is to establish a comprehensive framework for the effective management of complaints received by the Organisation.
The objectives of this Policy are to:
provide accessible, fair, and transparent processes for receiving, handling, and resolving complaints;
ensure all complaints are dealt with promptly, efficiently, and in accordance with the principles of natural justice;
facilitate the resolution of complaints at the lowest appropriate level within the Organisation;
maintain accurate records and data to enable monitoring, reporting, and continuous improvement of complaint handling processes;
identify systemic issues and trends from complaint data to improve organisational policies, procedures, and service delivery;
ensure compliance with relevant Australian legislation, standards, and regulatory requirements;
build and maintain stakeholder confidence in the Organisation’s commitment to accountability and service excellence.
This Policy applies to all Complaints made about:
the quality, appropriateness, or delivery of services provided by the Organisation.
the conduct, decisions, or actions of the Organisation’s employees, contractors, volunteers, or authorized representatives;
the Organisation’s policies, procedures, or administrative practices;
delays in service delivery or failure to provide promised services;
discrimination, harassment, or unfair treatment experienced in dealings with the Organisation.
This Policy does not apply to:
requests for information or routine inquiries about services;
matters that are subject to separate statutory processes, legal proceedings, or industrial relations procedures;
complaints made anonymously where insufficient information is provided to enable proper investigation;
complaints that are frivolous, vexatious, or made in bad faith;
matters falling outside the Organisation’s jurisdiction or control.
Where a matter falls outside the scope of this Policy, the Organisation will provide appropriate guidance to the Complainant regarding alternative avenues for resolution.
Principles of Complaints Management
Fairness
All complaints will be assessed and investigated in an impartial and objective manner without bias, discrimination, or prejudgment.
Both the Complainant and any Respondent will be given a reasonable opportunity to present their case and respond to allegations or issues raised.
Decisions regarding complaints will be based on evidence, facts, and relevant policies rather than assumptions or personal opinions.
The Organisation will ensure that conflicts of interest are identified and managed appropriately in the complaint handling process.
Accessibility
The complaints process will be easily accessible to all stakeholders regardless of their location, language, disability, or other personal circumstances.
Multiple channels for lodging complaints will be provided to accommodate different communication preferences and needs.
Reasonable adjustments will be made to ensure that Vulnerable Persons can effectively participate in the complaints process.
Information about the complaints process will be readily available and communicated in plain language.
Responsiveness
All complaints will be acknowledged promptly upon receipt within the timeframes specified in this Policy.
The Organisation will respond to complaints in a timely manner and keep Complainants informed of progress throughout the process.
Where immediate action is required to address safety concerns or prevent further harm, such action will be taken without delay.
Regular updates will be provided to Complainants during the Investigation process, particularly where Resolution may be delayed.
Efficiency
Complaints will be resolved using the most appropriate and cost-effective method that achieves a satisfactory outcome.
The complaints process will avoid unnecessary duplication, delays, or bureaucratic procedures.
Resources will be allocated appropriately to ensure effective complaint handling while maintaining service delivery standards.
Simple complaints will be resolved at the earliest possible stage without unnecessary escalation.
Confidentiality
Personal Information and Confidential Information relating to complaints will be protected in accordance with applicable privacy laws and organisational policies.
Information about complaints will only be disclosed to persons who have a legitimate need to know for the purpose of Investigation or Resolution.
The identity of Complainants will be protected where possible, subject to the requirements of procedural fairness and Investigation needs.
Records relating to complaints will be stored securely and access will be restricted to authorised personnel only.
Accountability
Clear roles and responsibilities will be established for all persons involved in the complaints process.
Decisions and actions taken in relation to complaints will be documented and justifiable.
The Organisation will take responsibility for implementing agreed Resolution outcomes and monitoring their effectiveness.
Regular reporting and review of complaint handling performance will be conducted to ensure continuous improvement.
Types of Complaints
The Organisation accepts and will manage complaints in the following categories:
Service Delivery Complaints relating to the quality, timeliness, accessibility, or adequacy of services provided by the Organisation.
Conduct Complaints concerning the behaviour, actions, or decisions of staff members, contractors, or representatives of the Organisation.
Procedural Complaints regarding the processes, methods, or procedures used by the Organisation in delivering services or making decisions.
Policy Complaints relating to the content, application, or impact of the Organisation’s policies, guidelines, or standard operating procedures;
Administrative Complaints concerning billing, record-keeping, communication, or other administrative functions of the Organisation.
Access and Equity Complaints relating to discrimination, accessibility issues, or failure to provide reasonable adjustments for persons with disabilities.
Privacy Complaints concerning the collection, use, disclosure, or security of Personal Information by the Organisation.
The Organisation will not accept complaints that:
are frivolous, vexatious, or made without genuine purpose;
relate to matters currently before a court, tribunal, or other External Review Body;
are anonymous complaints unless they raise serious public safety or systemic concerns;
seek to re-litigate matters that have been previously resolved through this complaints process or an External Review Body;
fall outside the Organisation’s jurisdiction or responsibility.
Where a complaint spans multiple categories, the Organisation will manage it as a single complaint addressing all relevant aspects.
The Organisation may, at its discretion, accept complaints that would otherwise be excluded under clause 4.2 where there are exceptional circumstances or compelling public interest considerations.
Who Can Make a Complaint
Any person who has been directly affected by the actions, decisions, policies, procedures, or service delivery of the Organisation may make a Complaint under this Policy.
The following persons are eligible to lodge a Complaint:
current or former customers, clients, or service users of the Organisation;
members of the public who have had direct dealings with the Organisation;
individuals who have been affected by the Organisation’s operations, activities, or conduct; and
persons who have a sufficient interest in the matter that is the subject of the Complaint.
A Complaint may be made by a third party representative on behalf of another person where:
the Complainant has provided written consent for the representative to act on their behalf;
the representative is a parent or legal guardian of a minor;
the representative holds a valid power of attorney or guardianship order;
the Complainant is unable to make the Complaint themselves due to physical or mental incapacity and the representative has legal authority to act; or
in circumstances involving a Vulnerable Person, the Organisation may accept a Complaint from an appropriate advocate or support person.
The Organisation may request verification of a representative’s authority to act on behalf of another person before processing the Complaint.
Anonymous complaints may be accepted at the Organisation’s discretion, however the Organisation’s ability to investigate and respond to such complaints may be limited.
The Organisation reserves the right to decline to process complaints that are vexatious, frivolous, or made without reasonable basis, in accordance with the procedures set out in this Policy.
How to Make a Complaint
Multiple Channels Available: The Organisation provides multiple accessible channels through which any person may lodge a Complaint, ensuring that barriers to making complaints are minimised.
Online Submission: Complaints may be submitted through the Organisation’s official Contact Form on the website, which shall be accessible 24 hours per day, 7 days per week.
Telephone: Complaints may be made by telephone during business hours by calling the Organisation.
Email: Complaints may be submitted by email to the designated Contact Form, which shall be monitored regularly during Working Days.
Accessible Formats: The Organisation shall provide complaint lodgement options in accessible formats upon request, including large print, audio, and other formats to accommodate persons with disabilities.
Third Party Representatives: A Complaint may be made by a representative acting on behalf of a Complainant, provided appropriate authorisation or legal capacity is demonstrated.
Anonymous Complaints: The Organisation will accept anonymous complaints, though this may limit the Organisation’s ability to provide feedback to the Complainant and conduct a comprehensive Investigation.
Information Required: When making a Complaint, the Complainant should provide sufficient detail to enable the Organisation to understand and investigate the matter, including:
the nature of the Complaint;
relevant dates, times, and locations;
names of any persons involved;
the outcome or Resolution sought; and
contact details for follow-up communication (unless the Complaint is submitted anonymously).
No Prescribed Format: A Complaint need not be made in any prescribed format and may be verbal or written, formal or informal, provided it can be reasonably understood as expressing dissatisfaction.
Assistance Available: The Organisation shall provide reasonable assistance to persons who require help in making a Complaint, including language interpretation services where necessary.
Complaint Handling Process
Receipt and Initial Assessment
All Complaints must be recorded in the Organisation’s complaint management system within two (2) Working Days of receipt, regardless of the method by which the Complaint was received.
Each Complaint must be assigned a unique reference number and allocated to the Organisation’s Administrator based on the nature and complexity of the matter.
Organisation’s Administrator must conduct an initial assessment to determine whether the matter falls within the scope of this Policy and identify any immediate action required.
Acknowledgment
The Organisation must acknowledge receipt of all Complaints within five (5) Working Days of receipt.
The acknowledgment must include the complaint reference number, the name and contact details of the assigned Organisation’s Administrator, and an indication of the expected timeframe for resolution.
Where a Complaint is made verbally, the Organisation’s Administrator must confirm the key details in writing with the Complainant within the acknowledgment period.
Preliminary Assessment and Triage
Within ten (10) Working Days of receipt, the Organisation’s Administrator must assess the Complaint to determine the appropriate resolution pathway, including whether the matter requires Investigation or can be resolved through direct action.
Investigation Process
Where Investigation is required, the Organisation’s Administrator must develop an Investigation plan that identifies the key issues, evidence to be gathered, and persons to be consulted.
The Investigation must be conducted in accordance with the principles of procedural fairness, including providing the Respondent with an opportunity to respond to allegations.
All relevant documentation, witness statements, and other evidence must be collected and reviewed as part of the Investigation process.
Progress Updates
The Organisation must provide written progress updates to the Complainant at least every twenty (20) Working Days during the handling process.
Progress updates must include information about Investigation activities undertaken, any delays encountered, and revised timeframes for resolution where applicable.
Resolution and Response
Upon completion of the Investigation or assessment, the Organisation’s Administrator must prepare a written response that addresses each issue raised in the Complaint.
The response must include findings, explanations of decisions made, details of any remedial action to be taken, and information about available review options.
Closure and Follow-up
The Complaint must be formally closed in the complaint management system once the response has been provided and any agreed remedial actions have been completed.
The Organisation’s Administrator must conduct follow-up contact with the Complainant within thirty (30) Working Days of closure to ensure satisfaction with the resolution and identify any ongoing issues.
Timeframes for Resolution
The Organisation shall acknowledge receipt of all Complaints within two (2) Working Days of receiving the Complaint.
Simple Complaints shall be resolved within ten (10) Working Days from the date of acknowledgment.
Complex Complaints requiring detailed Investigation shall be resolved within twenty (20) Working Days from the date of acknowledgment.
Complaints involving multiple departments or external parties shall be resolved within thirty (30) Working Days from the date of acknowledgment.
Where a Complaint cannot be resolved within the applicable timeframe specified in clauses 8.2 to 8.4, the Organisation shall:
notify the Complainant in writing before the expiry of the original timeframe;
provide reasons for the delay;
advise the Complainant of the revised expected Resolution date; and
provide regular progress updates at intervals not exceeding ten (10) Working Days.
The timeframes specified in this section may be extended where:
the Complainant agrees in writing to an extension;
the Complaint involves serious misconduct or criminal allegations requiring external investigation;
the Complaint requires obtaining expert advice or technical assessments;
the Complaint involves legal proceedings or potential litigation;
the Complainant is unavailable for extended periods despite reasonable attempts at contact; or
the Investigation is suspended pending the outcome of related external processes.
Extensions under clause 8.6 shall not exceed sixty (60) Working Days from the original Resolution date unless exceptional circumstances apply and the Organisation’s Administrator’s approval is obtained.
The Organisation shall maintain records of all timeframe extensions including justifications and approvals in accordance with section 13 of this Policy.
If a Complainant is not satisfied with the timeframe for Resolution, they may request an expedited review in accordance with section 15 of this Policy.
Roles and Responsibilities
The Organisation’s Administrator is responsible for:
Receiving and acknowledging complaints within the prescribed timeframes;
Conducting initial assessments to determine the nature, scope and urgency of complaints;
Gathering relevant information and evidence necessary for complaint resolution;
Maintaining regular communication with Complainants regarding progress and outcomes;
Ensuring all complaint records are accurately documented and maintained in accordance with this Policy;
Implementing agreed resolutions and monitoring compliance with resolution outcomes.
The Organisation’s Administrator is responsible for:
Serving as the primary contact point for external oversight bodies and regulatory authorities;
Coordinating the organisation’s response to external reviews and investigations;
Maintaining oversight of complaint statistics, reporting, and data analysis;
Conducting quality assurance reviews of complaint handling processes;
Managing complaints involving conflicts of interest or complaints against senior staff;
Facilitating Alternative Dispute Resolution processes where appropriate.
Treating Complainants with respect and dignity throughout the complaint process.
Investigation Procedures
Investigation Initiation
An Investigation shall commence within two Working Days of a Complaint being assessed as requiring formal investigation by the Organisation’s Administrator.
Where a conflict of interest exists or may reasonably be perceived to exist, the Investigation must be assigned to an alternative Complaint Handler or external investigator.
Investigation Planning
The investigator must develop an investigation plan that identifies the key issues to be examined, potential sources of evidence, and relevant witnesses.
The investigation plan must establish realistic timeframes for completing the Investigation while ensuring thoroughness and fairness to all parties.
The Complainant and any Respondent must be notified in writing that an Investigation has commenced and provided with an outline of the investigation process.
Evidence Gathering
The investigator must collect all relevant documentary evidence including policies, procedures, correspondence, records, reports, and any other materials pertaining to the Complaint.
Physical evidence, electronic records, and digital communications must be preserved and documented in accordance with the Organisation’s record keeping requirements.
All evidence must be assessed for relevance, reliability, and probative value in determining the facts of the matter.
Witness Interviews
The investigator may conduct interviews with the Complainant, Respondent, and any other relevant witnesses who may have knowledge of the matters under investigation.
All interviews must be conducted in a fair, respectful, and impartial manner with appropriate notice given to participants.
Witnesses have the right to have a support person present during interviews, provided such person does not interfere with the investigation process.
Written records of all interviews must be maintained and, where appropriate, participants should be given the opportunity to review and verify the accuracy of interview notes.
Investigation Standards
All Investigations must be conducted in accordance with principles of procedural fairness, natural justice, and the rules of evidence appropriate to administrative decision-making.
The investigator must maintain objectivity and impartiality throughout the Investigation and avoid any predetermined outcomes or bias.
Both the Complainant and any Respondent must be given reasonable opportunity to present their case, respond to allegations, and provide supporting evidence.
Investigation Documentation
The investigator must maintain comprehensive Records of all investigation activities including evidence collected, interviews conducted, and decisions made.
All investigation Records must be stored securely and maintained in accordance with the Organisation’s confidentiality and privacy requirements.
Access to investigation Records must be limited to authorized personnel directly involved in the complaint handling process.
Investigation Findings
Upon completion of evidence gathering, the investigator must analyse all available information and determine findings on the balance of probabilities.
The investigator must prepare a written investigation report that includes a summary of the Complaint, investigation methodology, key evidence, findings, and recommended actions.
The investigation report must clearly identify which aspects of the Complaint are substantiated, partially substantiated, or unsubstantiated based on the available evidence.
Resolution Options
Upon completion of an Investigation, the Organisation may implement one or more Resolution options appropriate to the circumstances and findings of the complaint.
Apologies and Acknowledgments
The Organisation may provide a formal or informal apology where services, conduct, or processes have fallen below expected standards.
Apologies may be provided without admission of legal liability where permitted by law.
The Organisation may acknowledge inconvenience, distress, or frustration experienced by the Complainant regardless of fault.
Service Corrections and Improvements
The Organisation may take immediate action to correct deficient services or resolve ongoing service issues identified through the complaint.
Service corrections may include re-performing work, providing additional services, or expediting delayed services at no additional cost to the Complainant.
The Organisation may implement service improvements to prevent recurrence of similar issues.
Financial Remedies
The Organisation may provide refunds, fee waivers, or account credits where services have not been delivered as agreed or have fallen below acceptable standards.
Compensation may be provided for direct losses, expenses, or costs reasonably incurred by the Complainant as a result of the Organisation’s actions or omissions.
Financial remedies will be determined based on the circumstances of each complaint and within the Organisation’s delegated authority limits.
Policy and Procedural Changes
The Organisation may review and amend relevant policies, procedures, or practices identified as contributing to the complaint.
Systemic Issues identified through complaints may result in broader organisational changes to prevent similar complaints.
Staff training or development may be implemented where complaints identify knowledge or skill gaps.
Alternative Dispute Resolution
The Organisation may offer mediation or other Alternative Dispute Resolution processes for complex or ongoing disputes.
External mediation services may be engaged with the agreement of all parties.
Limitations on Resolution Options
Resolution options must be within the Organisation’s legal authority and available resources.
The Organisation is not required to provide remedies beyond those necessary to address the legitimate concerns raised in the complaint.
Resolution options may be limited where the complaint is found to be vexatious, frivolous, or without substance following Investigation.
Implementation of Resolution
Agreed resolutions will be implemented within reasonable timeframes communicated to the Complainant.
The Complainant will be notified of the proposed resolution and any conditions or requirements for implementation.
The Organisation will monitor implementation of resolutions to ensure they are effective and completed as agreed.
Confidentiality and Privacy
The Organisation shall handle all Personal Information obtained during the complaint management process in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
All complaint records, documents, and communications shall be treated as Confidential Information and shall only be accessible to authorized personnel who have a legitimate need to know for the purposes of complaint handling, investigation, or resolution.
The Organization shall only collect Personal Information that is reasonably necessary for the purposes of:
identifying and contacting the Complainant;
investigating and assessing the complaint;
communicating about the complaint and its resolution;
maintaining complaint records as required by this Policy; and
complying with legal and regulatory obligations.
Personal Information collected during the complaint process shall not be disclosed to third parties without the express consent of the individual concerned, except where:
disclosure is required or authorized by law;
disclosure is necessary for the Investigation of the complaint;
disclosure is required for health and safety reasons; or
disclosure is necessary to prevent or lessen a serious threat to public health or safety.
The Organization shall take reasonable steps to ensure that Personal Information is protected against misuse, interference, loss, unauthorised access, modification, or disclosure.
Complainants shall be informed at the time of making their complaint about:
how their Personal Information will be used and disclosed;
their rights regarding access to and correction of their Personal Information;
the Organisation’s privacy policy and complaint handling procedures; and
any mandatory reporting obligations that may apply.
Where a complaint involves allegations against an individual, the Organisation shall maintain confidentiality regarding the identity of the Respondent until such time as it becomes necessary to disclose this information for the purposes of natural justice or procedural fairness.
All personnel involved in complaint handling shall be bound by confidentiality obligations and shall not discuss complaint matters with unauthorized persons or use complaint information for purposes other than those specified in this Policy.
The Organisation shall establish secure systems and procedures for the storage, transmission, and disposal of complaint-related documents and Personal Information in accordance with the Organisation’s information security policies and legal requirements.
Record Keeping and Documentation
Complaint Record Creation
A separate Record must be created for each Complaint received by the Organisation, regardless of the method of receipt or the nature of the Complaint.
Each Complaint Record must be assigned a unique reference number within two Working Days of receipt.
All Complaint Records must be maintained in a secure electronic database or filing system that prevents unauthorized access and accidental deletion.
Mandatory Documentation Requirements
Each Complaint Record must contain the following minimum information:
– Date and time of Complaint receipt
– Complainant’s contact details and preferred communication method
– Details of any representative acting on behalf of the Complainant
– Summary of the Complaint including specific issues raised
– Classification of Complaint type and severity level
– All correspondence and communications related to the Complaint
– Investigation notes, findings, and evidence collected
– Resolution details and any remedial actions taken
– Date of final resolution or closure
Where a Complainant requests anonymity, the Record must clearly indicate this request and document any alternative contact arrangements.
Documentation Standards
All entries in Complaint Records must be factual, objective, and written in clear, professional language.
Records must be updated within two Working Days of any significant development in the Complaint handling process.
All documents, emails, audio recordings, and other materials related to a Complaint must be attached to or referenced in the relevant Complaint Record.
Any amendments to existing Record entries must be clearly identified with the date of amendment and the identity of the person making the change.
Access and Security
Access to Complaint Records must be restricted to authorised personnel who require access for legitimate complaint handling purposes.
The Organisation must maintain an access log documenting who has accessed each Complaint Record and when such access occurred.
Complaint Records containing Personal Information must be handled in accordance with the Australian Privacy Principles and the Organisation’s privacy policy.
Retention Periods
Complaint Records must be retained for a minimum period of seven years from the date of final resolution or closure.
Records relating to Complaints involving potential legal action, serious misconduct, or Systemic Issues must be retained indefinitely until explicitly authorised for disposal by Organisation’s Administrator approval.
Upon expiration of the retention period, Records must be securely destroyed in accordance with the Organisation’s document destruction procedures.
Reporting and Statistics
The Organisation must maintain statistical summaries of Complaints received, categorised by type, resolution timeframe, and outcome.
Regular reports on Complaint trends and patterns must be prepared for Organisation’s Administrator’s review and continuous improvement purposes.
Reporting and Monitoring
The Organisation shall establish and maintain comprehensive reporting and monitoring systems to track the effectiveness of complaint management processes and identify areas for improvement.
Complaint Register
A centralised complaint register shall be maintained containing all complaints received, including their status, classification, and resolution details.
The complaint register shall record the date of receipt, nature of complaint, complainant details (where consent is provided), Organisation’s Administrator, investigation progress, resolution date, and outcome.
Statistical data shall be extracted from the complaint register for reporting and analysis purposes while maintaining confidentiality requirements.
Performance Indicators
The Organisation shall monitor performance against the following key indicators:
– Total number of complaints received
– Complaint resolution timeframes
– Complaint outcomes and resolution types
– Complainant satisfaction levels
– Repeat complaints and systemic issues identified
– Staff training completion rates
Benchmark targets shall be established for each performance indicator and reviewed annually.
Internal Reporting
Monthly reports shall be prepared summarizing complaint statistics, trends, and performance against established targets.
Annual reports shall be prepared evaluating overall complaint management effectiveness and policy compliance.
External Reporting
Where required by law or regulation, complaint statistics and management reports shall be provided to relevant External Review Bodies and regulatory authorities.
Public reporting of complaint statistics may be undertaken in accordance with transparency obligations and organisational policy.
Monitoring and Review
Regular monitoring shall be conducted to ensure compliance with complaint handling timeframes, procedures, and quality standards.
Random audits of complaint files shall be undertaken to assess investigation quality and procedural compliance.
Complainant satisfaction surveys may be conducted following complaint resolution to evaluate service quality.
All reporting and monitoring activities shall comply with privacy legislation and confidentiality requirements outlined in this Policy.
Review and Appeals Process
Right to Internal Review: Any Complainant who is dissatisfied with the outcome of their Complaint or the complaint handling process may request an internal review of the decision.
Internal Review Request: A request for internal review must be submitted within twenty (20) Working Days of the Complainant receiving the final response to their original Complaint.
Internal Review Form: Requests for internal review must be made in writing and include:
the original complaint reference number;
specific grounds for seeking the review;
any additional information or evidence the Complainant wishes to be considered; and
the outcome or resolution sought by the Complainant.
Internal Review Officer: Internal reviews will be conducted by the Organisation’s Administrator who was not involved in the original complaint handling process and has appropriate authority to make binding decisions.
Internal Review Process: The Organisation’s Administrator will:
acknowledge receipt of the review request within five (5) Working Days;
conduct a thorough review of the original complaint file and decision;
consider any new information or evidence provided;
may conduct additional investigations if required; and
provide a written response within twenty (20) Working Days of receiving the review request.
Internal Review Outcomes: Following internal review, the Organisation’s Administrator may:
confirm the original decision;
vary the original decision;
substitute a new decision; or
refer the matter for further investigation.
Final Internal Decision: The internal review decision constitutes the Organization’s final position on the Complaint unless exceptional circumstances warrant further consideration.
External Review Rights: Complainants who remain dissatisfied after internal review may seek external review through:
the relevant industry ombudsman or External Review Body;
applicable consumer protection agencies;
professional regulatory bodies where relevant; or
appropriate courts or tribunals.
External Review Information: The Organisation will provide Complainants with clear information about their external review options, including contact details and relevant timeframes for lodging external complaints.
Cooperation with External Bodies: The Organisation will fully cooperate with any External Review Body conducting investigations and will implement any binding determinations made by such bodies.
No Prejudice to Legal Rights: Nothing in this review and appeals process limits or affects any legal rights the Complainant may have under applicable laws.
The Organisation’s Administrator shall review quarterly complaint analysis reports and approve recommended improvement initiatives, ensuring adequate resources are allocated for implementation.
The Organisation shall maintain Records of all continuous improvement activities arising from complaint analysis, including action plans, implementation progress, and outcome evaluations.
Non-Retaliation Policy
The Organisation prohibits retaliation against any person who makes a Complaint in good faith, participates in a complaint investigation, or provides information in relation to a Complaint.
Retaliation includes but is not limited to:
dismissal, demotion, suspension, or other adverse employment action;
harassment, intimidation, or threats;
denial of services, benefits, or opportunities that would otherwise be available;
discrimination or unfair treatment in any form; and
any other action that could reasonably be perceived as punishment for making or participating in a Complaint.
Any person who believes they have been subjected to retaliation may lodge a separate Complaint under this Policy or seek External Review through appropriate regulatory bodies or tribunals.
The Organisation will take immediate action to investigate any allegations of retaliation and will implement appropriate remedial measures where retaliation is substantiated.
The Organisation will monitor for signs of retaliation following the resolution of complaints and will take proactive steps to prevent such conduct.
Disciplinary action, including termination of employment or cessation of services, may be taken against any person found to have engaged in retaliation.
External Oversight Bodies
Right to External Review: Complainants who are not satisfied with the Organisation’s complaint handling process or outcome have the right to seek external review through appropriate oversight bodies.
Commonwealth Ombudsman: Where the Organisation is a Commonwealth Government agency or entity, complaints may be referred to the Commonwealth Ombudsman for independent investigation and review.
State and Territory Ombudsmen: Complaints relating to state or territory government services may be referred to the relevant State or Territory Ombudsman in the jurisdiction where the complaint arose.
Industry-Specific Regulators: Complaints may be escalated to relevant industry regulators including:
Australian Financial Complaints Authority (AFCA) for financial services complaints;
Australian Communications and Media Authority (ACMA) for telecommunications and media complaints;
Australian Competition and Consumer Commission (ACCC) for consumer protection and competition matters;
Fair Trading offices in relevant states and territories for general consumer complaints.
Professional Bodies: Complaints involving professional conduct may be referred to relevant professional registration boards or associations with disciplinary jurisdiction.
Tribunals and Courts: Complainants retain the right to pursue matters through appropriate tribunals or courts where legal remedies are available, subject to applicable limitation periods.
Information Provision: The Organisation will provide complainants with clear information about external review options, including contact details and any applicable time limits for lodging external complaints.
Cooperation with External Bodies: The Organisation commits to cooperating fully with external oversight bodies conducting investigations, including providing requested information and documentation in accordance with legal obligations.
Implementation of External Recommendations: The Organisation will consider and, where appropriate, implement recommendations made by external oversight bodies and report on implementation progress as required.
Policy Review and Updates
Changes to relevant legislation, regulations, or industry standards affect complaint management requirements;
significant changes to the Organisation’s structure, services, or operations impact complaint handling processes;
external audit findings or recommendations from oversight bodies require policy amendments;
complaint data analysis reveals systemic issues requiring policy modification; or
the Organisation’s Administrator determines that policy review is necessary to maintain effective complaint management.
The review process shall include:
analysis of complaint statistics, trends, and resolution outcomes;
assessment of compliance with legislative and regulatory requirements;
evaluation of staff feedback and training needs;
benchmarking against industry best practices and Australian Standard AS/NZS 10002:2014;
consultation with key stakeholders where appropriate; and
consideration of any recommendations from external review bodies.
The Organisation shall maintain records of all policy reviews, amendments made, and the rationale for changes.
Updated versions of this Policy shall be published on the Organisation’s website and made available through appropriate channels within thirty (30) days of approval.
Previous versions of this Policy shall be retained in accordance with the Organisation’s record retention requirements for audit and reference purposes.
This Complaints Management Policy is hereby approved and adopted by Celebrant Training Australia effective from 1st July, 2025
This Policy supersedes all previous complaints management policies and procedures. The signatories confirm their commitment to implementing and maintaining this Policy in accordance with applicable Australian laws and standards.
