Complaints handling

Overview

Handling complaints made by or about volunteers is a highly sensitive issue. Organisations need to balance the goodwill of their volunteer workforce with the need to provide efficient, inclusive, and valuable services to the community. It is advised that volunteer involving organisations have a clear complaints handling policy and procedure that accounts for the nuances of managing a volunteer workforce.

Alignment with the National Standards for Volunteer Involvement

National Standard 6: Workplace Safety and Wellbeing stipulates that volunteers should have access to complaints and grievance procedures. To meet this National Standard volunteers must not only have access to appropriate procedures, but must have complaints dealt with consistently, transparently, and equitably.

More Information

Volunteering Australia, in collaboration with national peak bodies across Australia, has developed a complaint handling resource for the sector. The resource includes a model policy and procedure and can be accessed here.