Feedback, Compliments & Complaints

Complaints Management Policy

1. PURPOSE

This policy is intended to ensure that Ten Lives handle complaints fairly, efficiently and effectively.   It provides guidance to our staff and people who wish to make a complaint.

2.  APPLICATION

This policy applies to all staff (paid and volunteer), contractors and our governing body, receiving or managing complaints from the public and clients made to or about us, regarding our services or staff.

3. DEFINITIONS

Board
The Board of Directors of Ten Lives Cat Centre as outlined in the Constitution.

Complainant
A person making a complaint about services delivered by Ten Lives Cat Centre.

Complaint
Verbal or written feedback about staff, or a service that is viewed as unsatisfactory by the person or organisation making the complaint.

Complaints Register
A register of all complaints received by the organisation.

Procedure
A statement or instruction that sets out how our policies will be implemented and by whom.

Unreasonable Complaints
Complaints which, because of their nature or frequency, raise substantial health, safety, resource or equity issues for the organisation, staff, other service users and complainants or the complainant themselves.

Unreasonable complaints may be divided into five categories:

  • Unreasonable persistence by complainant
  • Unreasonable demands by complainant 
  • Unreasonable lack of cooperation by complainant
  • Unreasonable arguments by complainant
  • Unreasonable behaviours by complainant 

4. GUIDING PRINCIPLES

4.1          Ten Lives are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures and products.

4.2          All concerns raised in feedback or complaints will be dealt with in a reasonable time frame. 

4.3          The way that Ten Lives deals with complaints is modelled on the principles of fairness, accessibility, responsiveness, efficiency and confidentiality.

4.4          People making complaints will be listened to and treated with respect.

4.5          Prior to making a formal complaint under this policy the complainant should seek to raise the issue with a staff member of Ten Lives Cat Centre. If the complaint is not able to be resolved to the satisfaction of the complainant, a formal complaint can be lodged under this policy.

4.6          When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work.  Unreasonable complaints will be dealt with through proactive and decisive action to manage any conduct that negatively and unreasonably affects our staff and volunteers.

5. PROCESS

5.1      A 3 Tiered Process for Complaint Management.

A 3 tiered process is used to manage the progress of complaints.   Each tier represents an escalation point for complaints that have not been resolved by the previous tier.

Tier 1:  The complaint is to be directed to the first point of contact.  For example, the complainant asks a staff member for a decision to be reviewed, and they respond in a way which resolves the issue.  The complainant may also ask for a senior staff member to review the decision at this point.

If Ten Lives decides not to act on the complaint, the complainant will be provided with an explanation as to why.  The complainant will also be provided with information on how to escalate the complaint to Tier 2.   If the matter is complex in its nature, it will be immediately escalated to Tier 2.

Tier 2:  Where the complaint is:

  • Complex in its nature; or
  • The complainant is unhappy with the outcome at Tier 1

the complaint can be escalated to the CEO, or their delegate. 

Tier 2 complaints should be sent to:

          The CEO
          Ten Lives Cat Centre
          PO Box 309
          Lenah Valley Tas 7008
          or Click here >>

Tier 3:

Following a decision on a Tier 2 complaint, if the complainant is still dissatisfied with the outcome, they may seek to escalate the complaint to a Tier 3 complaint for investigation and review.

Tier 3 complaints should be sent to:

          The President
          Ten Lives Cat Centre
          PO Box 309
          Lenah Valley Tas 7008
          or Click here >>

5.2          Making a complaint.

To make a complaint the complainant is to:

Put their complaint in writing and include the following details:

          a) Their name, phone number, email address and postal address.

          b) Details of their complaint.

          c) Details of any steps they have already taken to resolve the complaint.

          d) Details of conversations they may have had with Ten Lives Cat Centre that may be relevant.

          e) A clear statement on the outcome they are seeking.

          f) Whether someone else will be assisting them with their complaint such as a support person or advocate and if so, their contact details; and

          g) Copies of any relevant documentation.

Ten Lives will promptly acknowledge receipt of all complaints.  Anonymous complaints will not be investigated, unless there is a compelling reason to do so, and sufficient information has been provided to enable this to occur.

5.3          Evaluation

Ten Lives will take note of the information received and ensure the complaint is investigated in accordance with our complaints procedure, and considering the guiding principles outlined in this policy.

Ten Lives are committed to resolving the complaint in a timely manner and acknowledge that more complex issues may take longer to assess and determine an outcome.   If a long delay is expected the complainant will be informed of this likelihood.

Where the complaint is in relation to a specific staff member, the principles of natural justice will be observed by informing the staff member about the nature and content of the complaint, giving them the right to respond.

Ten Lives will ensure that the person handling the complaint is different from any staff whose conduct or service is being complained about.

The Board reserves the right to determine that a complaint is vexatious or has previously been investigated and responded to and not proceed with an evaluation.

5.4          Response

Following consideration of the complaint, and any investigation into the issues raised, Ten Lives will contact the person making the complaint and advise them:

  1. The outcome of the complaint and any action taken.
  2. That a complaint is vexatious, or has previously been investigated and responded to and was not evaluated again.
  3. The reason for our decision; and
  4. Any future improvements that may be put in place to mitigate future complaints of a similar nature (if applicable).

5.5          Documentation

All documentation associated with the complaint will be retained and the details entered into a complaints register.

RESPONSIBILITIES

Ten Lives responsibilities

Ten Lives will ensure that all staff (paid and volunteer) are informed about this policy and the procedures for handling complaints.

RELATED DOCUMENTS

Complaints Procedure (Internal document)

APPROVAL AUTHORITY

Ten Lives Cat Centre Board

Date of Approval:  20 August 2025

Review Date: 20 August 2027