Complaints Policy

Our commitment to you

We take complaints seriously and treat them as an opportunity to develop. We are always grateful to hear from people who are willing to take the time to help us improve. We have three core service principles that underpin our commitment to you:

We are accessible and responsive

Email is the quickest way to ensure a response. Email your complaint to: hello@thekindersociety.org.au

Alternatively, you can write to us at:

The Kinder Society Ltd
16/69 First Avenue
Sawtell NSW 2452

Please include your name, address and a contact number in your email or letter so we can respond easily.

You will receive an acknowledgement of your complaint within two days of receipt. We will endeavour to respond fully and conclusively to all complaints within ten working days. In more complex situations where an immediate response is not possible, we will notify you that the matter will take longer to be investigated and provide you with a solution as quickly as possible.

We value your feedback

We will work hard to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. When contacting us about a complaint, please feel free to let us know how you think it could be resolved.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

However, in rare circumstances we may choose not to respond to a complaint, these include:

• When a complaint is about something that we have no direct connection to.
• When someone pursues a complaint that we have already responded to, with no new issues raised.
• When a complainant is being abusive, prejudiced, or offensive in their manner.
• When a complaint is incoherent or illegible.

We respect your privacy

The Kinder Society Ltd cannot respond to complaints made anonymously. However, we can provide general information and advice to anonymous complainants. We can also investigate the complaint and use the information to improve in any way that we can.

For privacy reasons, we don’t collect information about third parties who aren’t directly involved in the matter.

What if you are not happy with our response?

If you are dissatisfied with our resolution, you can write directly to our President. Please outline the details of the complaint, why you have not been satisfied with our response up to now, and what you would like us to do to put things right.

The President
The Kinder Society Ltd
16/69 First Avenue
Sawtell NSW 2452
Email: allie@thekindersociety.org.au

This complaints policy applies to all stakeholders, departments, and activities of The Kinder Society Limited (ACN 656 113 236).