Feedback and Complaints Handling

The Mental Fitness Collective values feedback and takes complaints seriously. This policy sets out our approach to handling complaints fairly, respectfully, and in line with ACNC guidance.

 

Principles

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When handling complaints, we are guided by the following principles:

• Accessibility – Anyone may make a complaint. Complaints may be made on your own behalf or for someone else. Anonymous complaints will be considered where possible.

• Fairness – Complaints will be managed impartially and respectfully.

• Confidentiality – Information will be kept private, except where disclosure is required by law.

• Accountability – Complaints help us improve our programs and services.

 

Making a Complaint

 

Complaints can be made by email at info@mentalfitnesscollective.org or via our online form.

If you need help to make a complaint, please contact us and we will assist where possible. You may also choose to have a support person or advocate act on your behalf.

 

Handling Complaints

 

We aim to address complaints in a fair and timely way. Where possible, complaints will be resolved at the point they are received. If further consideration is needed, they may be referred to another staff member or an independent party.

 

If a complaint involves a particular person or group, they will not be responsible for managing that complaint.

Complainants will be informed of the outcome of the process. If you remain dissatisfied, you may seek an external review by an appropriate body, such as:

• the relevant state Health Care Complaints body

• the Commonwealth Ombudsman

 

Continuous Improvement

 

We review complaints periodically to identify opportunities for improvement.