Feedback & Complaints

Our Process

The purpose of the informal complaint process is to encourage a person who has a complaint to speak directly with the individual or the manager of the service involved. And to resolve the complaint locally and informally. (Contact details for Regional Offices are available Here)

Complaints resolution

Most problems can be resolved at this stage with good will and a calm, fair and objective response. Where a person makes an informal complaint in person, by phone, or email, relevant details will be taken and recorded. Where possible an explanation, further information and / or an apology will be offered to resolve the complaint.

If the complaint cannot be resolved at this point, contact details for the individual will be recorded and arrangements made to contact them with an initial response at a convenient time will be made.

Volunteer, staff, service complaints

If the complaint relates to a volunteer, staff member or service other than person contacted, the person taking the complaint will offer to pass on the person’s comments. They will ask the person if they wish to be contacted by the relevant party directly. If they agree, their contact details will be passed on to the relevant Conference or Service.

If the complainant does not wish to be contacted directly by the person against whom they have made the complaint, this will be noted. A record of their complaint will be passed to the relevant Conference President or the manager of the service. The Conference President or the manager of the service will contact the person by phone or in person, if agreed, to hear their complaint.

Where possible an explanation, further information and / or an apology will be offered to resolve the complaint at this time. If the complaint is resolved satisfactorily at this point, no further action is required.

Our Process

If a person wishes to make a formal complaint, they will be asked to do so in writing. Individuals will asked to put their complaint in writing using a Feedback Form. Details of oral complaints will be noted by the person receiving the complaint on the Feedback Form. Every effort will be made to provide any assistance required to complete the form.

The following information should be provided:

• The name and address of person affected and the service they are involved with.
• If the complaint is being made by a third party, such as parent, carer, or other adult on behalf of another person, their name and address should be recorded
• Exactly what the person is dissatisfied with, including names, dates and events, as relevant.
• The name/s of the SVP member/s, volunteer/s, or employee/s involved, if known.
• If the complaint is complicated it is recommended to put it in writing. It is also important to include all relevant documentation/correspondence.
• Sometimes people have special needs that may affect their ability to make a complaint. Every effort should be made to assist in whatever way is required e.g., assistance with reading and writing, mobility etc.

Upon receipt of the official Feedback Form, the person the complaint is addressed to will acknowledge receipt. This will be issued within 5 working days and we will endeavour to resolve the issue within 30 working days. If we cannot resolve your complaint within 30 working days, we will explain why and provide a new deadline.

Our Process

If you are not happy with our response to your formal complaint, you should submit a formal written appeal. Please do so within 10 working days. Outline in detail your reasons for your appeal. The appeal should go to the next leader e.g. Area President, Regional President or National President. The next leader must complete their assessment within 30 working days.

The appeal response is final in terms of the Society of St Vincent de Paul complaints process. Full details on the policy can be requested.