Feedback and Complaints Policy

The Foundation for Young Australians (FYA) values receiving feedback about our work. If we have not acted in the right way, it is important we are told about this. Receiving feedback and complaints means we can correct our mistakes, work to improve things we need to do better, and celebrate when we have done something well. 

This policy explains: 

• how you can give us feedback or make a complaint 
• how we will handle the complaints and feedback we receive.

This policy applies to people who engage with FYA or the programs we deliver. This includes children, young people, program participants, parents, guardians, family members, communities, partner organisations, supporters, funders, and members of the public. 

This policy does not cover any feedback, grievances or complaints that FYA employees, volunteers or contractors have. The Internal Complaints Policy covers these groups of people. 

Other policies cover the following topics: 

• the Safeguarding Policy covers our responsibilities to children and young people, including how to report a safeguarding issue 
• the Privacy Policy covers how we manage personal information, including how to access and change the information we hold about you 
• the Whistleblower Policy covers how to ‘blow the whistle’ on serious misconduct like fraud, corruption or illegal behaviour. 

You can find the Feedback and Complaints Policy, as well as the policies in the list above, on the FYA website www.fya.org.au. If you would like a printed copy, please contact us using the details on our website at www.fya.org.au/contact-us.

You can tell us about anything relating to our work. This includes: 

• an event, activity or program delivered by FYA 
• how a member of the FYA team has behaved 
• how we have communicated with you, or with the community 
• how someone participating in an FYA program has behaved 
• something else. 

You can provide feedback or make a complaint in these ways: 

• In person or by phone to a member of the FYA team who you know ● By phone on (03) 9055 1188 
• By email to feedback@fya.org.au
• On our website at www.fya.org.au/feedback-complaints
• By letter to Feedback and Complaints, FYA, GPO Box 239, Melbourne Victoria 3001 

So that we can address the issue effectively, please provide as much information as you can. This may include: 

• a description of what has happened, including when and where 
• the names of people involved, if you know them. If you don’t know their names, you can describe what they look like. 
• what outcome you would like there to be (i.e. what you think FYA should do to improve how we work). 

We encourage you to share your identity when contacting us, because it will mean we can ask you for more information if we need it, and we can keep you updated about how we are handling your report. 

However, you can provide feedback or make a complaint anonymously if you prefer. You can do this by phone, on our website, or by sending us a letter.

The person who receives your feedback or complaint will add the details to a confidential Feedback and Complaints Register. They will do this within one business day of receiving your report. 

The Executive Director Engagement and Operations will review each report, and assess what needs to happen next. They will consider: 

• whether the report is feedback or a complaint 
• which policy should be used to handle the report (i.e. Feedback and Complaints Policy, Safeguarding Policy, Privacy Policy or Whistleblower Policy) 
• which member of the FYA team should carry out the next steps. 

○ This person will have relevant knowledge and expertise in the area of the complaint e.g. lived experience 

○ If necessary they will get advice from someone outside of FYA. 

Every report received will be reviewed by at least one other senior team member, to make sure it is addressed appropriately. 

All reports involving the Executive Director Engagement and Operations will be assessed by the CEO. 

If you have provided your contact details, we will respond to you within 10 working days to let you know how we will address your feedback or complaint. We will respond faster if the matter is serious or urgent. You can tell us if you do not want to receive updates, and you can change your mind anytime. 

Any reports classified as serious will be reported quickly to the CEO and Chair of the Board. 

IMPORTANT: There may be situations where, due to the type of issue you are telling us about, we need to report it to someone outside of FYA. This will happen in serious situations, such as reports of illegal behaviour, discrimination, or health and safety concerns. 

If your report relates to the safety of a child or young person, we will follow the Safeguarding Policy.

If you are not happy with how we have handled your feedback or complaint, you can write to the CEO to explain why. You can contact them in these ways: ● By email to ceo@fya.org.au 

• By letter to the CEO, FYA, GPO Box 239, Melbourne Victoria 3001 

Depending on the type of issue, you can also contact: 

• Your Call, who receive whistleblower reports about FYA. You can find their details at https://whistleblowing.com.au
• an external organisation, such as: 
  • Victorian Equal Opportunity and Human Rights Commission
  • Human Rights and Equal Opportunity Commission

We will consider and learn from all the feedback and complaints we receive. This will help us improve how we work. 

We will make sure all FYA staff understand how to receive and record feedback and complaints, and what happens to the reports we receive. 

Every quarter, the CEO will review the feedback and complaints register to make sure all reports have been recorded and addressed appropriately. 

The CEO will report quarterly to the FYA Board on the number and types of feedback and complaints received. These reports will be made on a ‘no names’ basis, to maintain the confidentiality of the people and matters raised under this policy. The CEO’s report will identify any trends, and the things we are doing to improve. This could include reviewing our policies and procedures, providing training to the FYA team, or changing how we do our work.

Everyone is able to give feedback or make a complaint

We will make our policies and procedures: 

• clear and easy to understand 
• available on our website 

You can choose how you want to give feedback or make a complaint. We will take all reports seriously.

Your safety and wellbeing is a priority

FYA exists in a society where power and oppression exist. We will work to address this and not reinforce or add to it. We will do this by making sure the most appropriate person handles your report. We are committed to being an organisation where everyone feels they can speak up without being worried they will get in trouble or be harmed.

We will communicate clearly with you

• how we will handle your report 
• a timeline for this 
• any outcomes from your report.

We will keep your details confidential

If you provide your details, we will only share them with the people who need to know them so they can handle your report.

If we need to share your details with someone external, we will let you know why we need to do this.. You can also make an anonymous report.

We will learn from what you tell us

We will consider and learn from all the feedback and complaints we receive. This will help us improve how we work.

The Executive Director Engagement and Operations will monitor this policy on an ongoing basis to ensure it is compliant with legislation and FYA operating procedures. 

The policy will be reviewed every three years, or earlier if required. Any major changes to this policy will be approved by the Board.