Feedback & Complaints
Feedback and Complaints Policy
Any person may make a complaint regarding any aspect of Artists for Kids Cultures procedures or policies. Please note, for internal volunteer and staff complaints related to discrimination, bullying, harassment, or other unreasonable behaviour by AKC staff or volunteers, please refer to the complaints procedure outlined in the Team Agreement.
Feedback and Complaints against AKC
Any person may provide AKC with feedback or make a complaint regarding any aspect of our services, programs, procedures or policy. AKC will always try and resolve any complaint as quickly and fairly as possible.
An employee may request a review of action directly with AKC contacts and/or relevant external bodies including:
AKC Contacts for reporting a complaint:
- Gen Townsend, Arts Bus Program Manager: firstname.lastname@example.org
- Kylie Greer, Executive Officer and Director: email@example.com
- Internal Dispute Resolution Committee, firstname.lastname@example.org
External bodies for reporting a complaint:
The Ombudsman can enquire into and investigate complaints made regarding the actions of a registered community service. This can include such services as residential care units, home-based care, family support and specialist services.
Members of the public may make a complaint to the Privacy Commissioner if they believe that a Victorian Government agency, a local council or an agency providing services for the State has breached their privacy.
Commission for Children and Young People
The Office of the Child Safety Commissioner does not investigate complaints concerning individual children and young people in out-of-home care. They can refer complaints to the Department of Health and Human Services and provide advice to people with concerns for the wellbeing of children and young people in Out-of-Home Care.
AKC aims to resolve problems and grievances promptly and as close to the source as possible. When necessary, a complaint or grievance can be escalated to the next higher level of authority for more discussion and resolution and continue escalating it until it is resolved.
Be aware that grievances that are misconceived, vexatious, and lacking substance may result in disciplinary action being taken against the employee lodging the grievance.
“Whistleblower” is defined by this policy as an employee or volunteer who reports, to one or more of the contacts specified, an activity that they consider to be illegal, dishonest, unethical, or otherwise improper. The right of a whistleblower for protection against retaliation does not include immunity for any personal wrongdoing that is alleged and investigated.
Whistleblower protections are provided in two important areas:
- Confidentiality: insofar as possible, the confidentiality of the whistleblower will be maintained. However, identity may have to be disclosed to conduct a thorough investigation, to comply with the law, and to provide accused individuals their legal rights of defence.
- Retaliation: AKC will not retaliate against a whistleblower. This includes, but is not limited to, protection from retaliation in the form of an adverse employment action such as termination, compensation decreases, or poor work assignments and threats of physical harm.