INTRODUCTION
The Future Solutions Foundation Limited recognises that receiving and responding to complaints is an important part of being held accountable by our stakeholders and improving the quality of our performance and operations.
This policy sets out the way in which we will approach and manage complaints and is intended to ensure that we handle complaints fairly, efficiently, and effectively.
We are also committed to the continual improvement of our complaints handling process. This commitment is supported by the analysis and reporting of complaints trends through our incident reporting mechanisms.
POLICY STATEMENT
The Future Solutions Foundation Limited will ensure that stakeholders, including children and youth, have clear and accessible means to make a complaint.
We will respond to complaints in a fair and timely manner.
Every person raising a complaint will be treated respectfully, kept informed and be supported in exercising their right to make a complaint without fear of discrimination or detrimental action.
We respect the right of stakeholders to make an anonymous complaint.
SCOPE
Complaints may be made by any person affected by our programs. This includes children and youth, members of the public, partner organisations and organisations that receive funds, donations, and gifts from the Future Solutions Foundation Limited to assist us in achieving our charitable purpose in Australia and Overseas, and supporters (including child sponsors and other donors).
This policy applies to all such complaints.