Skip to main content
Create an account for suggestions personalised to you and your organisation
Create account
Factsheets
1 minute read

Complaints Handling Factsheet

Meeting National Standards and Strategy What's this?

Introduction

Complaints are a fact of life for most charities, and how you deal with them is crucial. It's about having a clear process for addressing concerns raised by anyone involved with your organisation, from staff and volunteers to service users and donors.

Summary

Effective complaints handling can:

  • Improve your services and programs

  • Boost your reputation and community standing

  • Increase support from existing and potential donors

  • Save money by preventing future problems

It's also a chance to learn and improve your practices, showcasing good governance. Poor complaints handling can damage your reputation and finances.

Benefits for Volunteer Organisations & Managers

  • The guide, model policy and procedure, provides a step-by-step approach to handling complaints, making it easier for volunteer managers to address issues.

  • A fair complaints process fosters trust and shows volunteers their concerns are valued.

  • Effective complaints handling builds public confidence in your charity's work, attracting more volunteers and supporters.

Downloads and sources

Visit source (opens in new tab)

More about the author

The Australian Charities and Not-for-profits Commission (ACNC) is the national regulator of charities.
Contact Australian Charities and Not-for-profits Commission
Visit website (opens in new tab)

Contribute to the Gateway

Leave feedback

Was this resource useful?

Make a Suggestion

If you find a great resource that isn't in the directory or want to provide feedback on the Volunteering Gateway, drop us a line!

More like this

Resources

Self Care

These workbooks, videos and fact sheets promote self-care for mental health, including tips for breaks, mindfulness, and exercise resources.
1 minute read
The Centre for Volunteering, Volunteering ACT, Volunteering Queensland, Volunteering SA&NT, Volunteering Tasmania, Volunteering Victoria, Volunteering WA, The Knowledge Base
Guides

National Standards for Volunteer Involvement

The National Standards for Volunteer Involvement are a best practice framework to guide volunteer involvement in Australia. They are an essential resource for Volunteer Managers.
1 minute read
Volunteering Australia
General
Resources

Engaging with Aboriginal and Torres Strait Islander Peoples

This article, links and guides assist volunteer organisations in building respectful partnerships with Aboriginal and Torres Strait Islander communities including resources on cultural awareness and engagement.
1 minute read
Australian Institute of Aboriginal Studies, Reconciliation Australia, Volunteering ACT, The Centre for Volunteering, Volunteering Queensland, Volunteering SA&NT, Volunteering Tasmania, Volunteering Victoria, Volunteering WA, The Knowledge Base
INVOLVE
Tech

INVOLVE

Volunteer management a headache? INVOLVE simplifies everything! Automate tasks, gain instant insights, schedule visually, track hours effortlessly, and collaborate seamlessly. Built in Australia, your data's safe. Focus on your purpose, not admin.
Volunteer database Rostering / scheduling Onboarding / training Volunteer performance/recognition Communication / engagement Task management Compliance Reporting Event management
Be Collective
Tech

Be Collective

A volunteer management & community engagement platform. Be Collective is all about empowering volunteering and the organisations supporting volunteering to build stronger, more sustainable networks for doing good.
Volunteer database Recruitment Rostering / scheduling Onboarding / training Volunteer performance/recognition Communication / engagement Task management Compliance Reporting Resource management Social media Event management Donations
SEEK Volunteer
Tech

SEEK Volunteer

SEEK Volunteer helps connect people to volunteering opportunities that enrich their communities, lives and careers.
Recruitment