Complaint Procedures

Unfortunately, it is a fact of life that every organisation will, at some stage, have to handle disputes of some nature. With this in mind, Network Queensland has developed a complaints process which may be adopted by individual U3As as a means of handling these situations when they arise.

A template that is compliant with requirements of the Incorporated Associations Queensland Act is available for download here. Complaints may be resolved informally or formally, and this procedure provides for resolution of complaints in a variety of ways.

U3As that choose to follow this procedure can have confidence that the steps taken are in accordance with Government guidelines. It covers the important aspects of responsibility, process and desired outcomes, including:

• Who may lodge a complaint
• Responsibilities of Management Committees
• Who is responsible for handling the complaint
• The complete complaint handling process in obtaining the best practicable outcome