The Terry Campese Foundation (TCF) is committed to delivering safe, high-quality programs and services. This policy outlines how TCF welcomes, manages, and learns from compliments, complaints, and feedback to continuously improve our programs and strengthen trust with participants, families, supporters, donors, and the community.

This policy applies to:

• All TCF programs, including Youth Mentor Programs, One-on-One Mentoring, The Special Forces Challenge (SFC) and Night Podz

• All TCF staff, volunteers, contractors, mentors, and Board members

• Compliments, complaints, and feedback made by participants, families, carers, supporters, donors, and members of the public

TCF is committed to:

• Encouraging and welcoming compliments, complaints, and feedback

• Providing a safe, accessible, and fair process for raising concerns

• Treating all individuals with dignity, respect, and confidentiality

• Ensuring no negative consequences arise from speaking up

• Responding to concerns in a timely, transparent, and objective manner

Compliments and complaints are viewed as valuable opportunities to strengthen relationships and improve our services.

Feedback may relate to:

• Program delivery, activities, or events

• Behaviour or conduct of staff, mentors, volunteers, or contractors

• Safety, wellbeing, or safeguarding concerns

• Communication, decision-making, or fairness

• Use of resources, donations, or fundraising practices

• Making a complaint or providing feedback is free

• Complaints may be made verbally or in writing

• Individuals may be supported or represented by a trusted person with consent

• Anonymous complaints will be considered where sufficient information is provided to support the complaint.

• Additional support will be offered to children, young people, and vulnerable individuals

TCF aims to resolve concerns at the earliest possible stage and at the most appropriate level.

Level 1 – Informal Resolution

Where appropriate, concerns will be addressed promptly through discussion, explanation, or apology.

Level 2 – Internal Review

If not resolved, the matter may be escalated to the TCF Board for assessment or investigation.

Level 3 – External Review

If a complainant is dissatisfied with the outcome, they may seek an external review, including through relevant regulatory bodies such as the Australian Charities and Not-for-Profits Commission (ACNC).

• Complaints will be handled objectively and without bias

• Conflicts of interest will be identified and managed

• Personal information will be handled in accordance with privacy laws

• Immediate concerns relating to safety or wellbeing will be prioritised and escalated appropriately

TCF is committed to being accessible and responsive while also protecting the safety, wellbeing, and capacity of staff and volunteers. Unreasonable behaviour will be managed respectfully and in line with this policy.Item description

TCF will:

• Record and monitor complaints and feedback

• Identify trends and systemic issues

• Use feedback to improve program quality, safety, and outcomes

• Review this policy regularly to ensure ongoing effectiveness

This policy is approved by the TCF Board and applies across all TCF programs.

It will be reviewed periodically or in response to legislative, regulatory, or organisational changes.