The purpose of this policy is to provide a clear process for individuals to provide feedback or lodge complaints about services, programs, or interactions with Children’s Rights Queensland (CRQ). This policy aims to ensure that all feedback and complaints are managed in a timely, transparent, and fair manner, fostering continuous improvement in our services.

This policy takes effect from January 2025 and supersedes all previous policies, whether documented or not.

This policy applies to:

• Leadership Team
• Executive
• Employees
• Contractors
• Volunteers
• Members
• Members of the public
• Children

• Feedback: Information provided regarding the services, programs, or operations of Children’s Rights Queensland, which may be positive or constructive.
• Complaint: A formal expression of dissatisfaction regarding any service, action, or behaviour of Children’s Rights Queensland, its staff, or operations that has not been resolved through regular channels.

• CRQ Leadership Team: Ensure the implementation of this policy, review feedback and complaints regularly, and monitor resolution processes.
• CRQ Executive: Provide oversight for the management of feedback and complaints, ensuring they are handled appropriately and in a timely manner.
• Team Members: Actively encourage feedback, address complaints as appropriate, and refer unresolved issues to the appropriate person for resolution.

Children’s Rights Queensland values feedback as an essential part of its continuous improvement process. We are committed to addressing complaints and feedback promptly and fairly. Any feedback or complaint will be taken seriously, and the rights of children, families, and stakeholders will always be prioritised.

The following principles will guide our approach to feedback and complaints:

• Respect and Fairness: All complaints will be treated with respect and fairness.
• Transparency: The process will be transparent, with clear communication to the complainant regarding the steps taken to address the issue.
• Confidentiality: Feedback and complaints will be handled confidentially, unless disclosure is required by law.
• Timeliness: Complaints will be addressed as quickly as possible, with clear timelines for resolution.
• Improvement: Feedback and complaints will be used to identify areas for improvement in our services.

1. Submitting Feedback or a Complaint: Individuals can submit feedback or complaints through:
   • Contact Us
   • Website form: childrensrights.org.au/feedback-and-complaints
     
     
2. Acknowledgment: All feedback and complaints will be acknowledged within three business days.
   
   
3. Investigation and Resolution: If a complaint is received, an investigation will be conducted to determine the cause of the issue. If the complaint involves a specific team member or service, the relevant party will be notified, and appropriate corrective actions will be taken.
   
   
4. Outcome Communication: Once the complaint has been reviewed and a resolution is determined, the complainant will be notified of the outcome. The complainant will also be informed of their right to appeal the decision if they are dissatisfied with the resolution.
   
   
5. Escalation: If the complainant is not satisfied with the resolution, they may escalate the matter to an external body such as the relevant ombudsman or a regulatory authority.

If a complainant is unsatisfied with the resolution, they may escalate their complaint to:

• Queensland Ombudsman (www.ombudsman.qld.gov.au)
• Australian Human Rights Commission (humanrights.gov.au)
• Office of the Australian Information Commissioner (for privacy-related complaints) (oaic.gov.au)

Children’s Rights Queensland will protect personal information in accordance with the Privacy Act 1988 (Cth) and its Privacy Policy.

Children are encouraged to provide feedback. CRQ offers child-friendly complaint mechanisms, including:

• A dedicated children’s feedback form
• Support from a trusted adult
• Anonymous reporting options

Children or their parents/carers are encouraged to please contact us or click here for support submitting feedback or a complaint.

Non-compliance with this policy may result in investigations, corrective actions, disciplinary measures (e.g., warnings or termination), or reporting to relevant authorities. Breaches must be reported promptly to a member of the Children’s Rights Alliance Leadership Team.

• The United Nations Convention on the Rights of the Child
• Relevant state or national child protection laws and standards
• Privacy Act 1988 (Cth)
  Australian Privacy Principles (APPs)

• Approval: Approved by the Child Rights Alliance Inc. Leadership Team.
• Review: This policy will be reviewed every two years or sooner if necessary. Feedback from children, families, members and stakeholders will guide updates.

Please contact us.