Compliments & Complaints

Welcome to Compliments & Complaints

Objective of the Policy:

MBRIT is committed to addressing complaints thoroughly and fairly, ensuring a satisfactory outcome for all parties. This policy outlines our approach to handling complaints to continuously improve our services and maintain transparency with our stakeholders, including third-party program funders like local government.

Definition of a Complaint:

A complaint refers to an expression of concern, dissatisfaction, or frustration with the quality or delivery of a service, a policy, or a procedure undertaken or delivered by MBRIT.

Policy Objectives:

• Ensure staff and stakeholders are aware of the complaint lodgement and handling processes.
• Ensure complaints are investigated impartially with a balanced view of all information or evidence.
• Ensure that complaints related to third-party funded programs are appropriately communicated to the relevant funders.

Scope:

• This policy applies to all complaints received about MBRIT, its service providers, or programs.

Procedure:

1. Making a Complaint:

• Complaints can be made via email to [email protected], via post to MBRIT, 433 Elizabeth Avenue, Kippa Ring, 4021, Queensland, Australia, or via phone.

• Complainants will receive an acknowledgment within five working days, outlining the process and expected timelines.

3. Investigation:

• An impartial investigator will be assigned to review and investigate the complaint.
• The complainant may be contacted for additional information or clarification.
• Progress updates will be provided to the complainant.

4. Resolution:

• A full response will be provided in writing, detailing the outcome of the investigation and any actions taken to address the complaint.
• If the complainant is not satisfied with the resolution, they can request a review by a senior officer.
• Further escalation to an external body is available if necessary.

5. Confidentiality:

• All complaints will be handled confidentially, with information shared only with those directly involved in the investigation and resolution.

Contact Information:

• Email: [email protected]
• Address: MBRIT, 433 Elizabeth Avenue, Kippa Ring, 4021, Queensland, Australia
• Phone: 0734531400

Review:

This policy and procedure will be reviewed annually to ensure effectiveness and compliance with relevant regulations.