Get in contact with the Alliance...
Contact the Queensland Alliance office via:
Phone: (07) 3832 2600
Fax: (07) 3832 2622
Address: Level 6, 67 St Paul's Tce Spring Hill
Postal Address: PO Box 919 Spring Hill 4000
Email: admin@qldalliance.org.au
Media enquiries: Karinya Louttit 0408 764 974 / Jeff Cheverton 0437 544 366
ABN 23 216 177 453
Fax: (07) 3832 2622
Address: Level 6, 67 St Paul's Tce Spring Hill
Postal Address: PO Box 919 Spring Hill 4000
Email: admin@qldalliance.org.au
Media enquiries: Karinya Louttit 0408 764 974 / Jeff Cheverton 0437 544 366
ABN 23 216 177 453
FEEDBACK
The Complaints Policy of the Queensland Alliance and a Mechanism for Positive Feedback:
1. Background
Complaints provide one form of feedback to the Queensland Alliance that assists us to identify mistakes or improve our services to members. Positive feedback reinforces the need for particular activities. The Alliance welcomes feedback from member organisations and others and uses information from complaints in our planning and evaluation systems. This complaints mechanism complies with Australian Standards. The Alliance has limited resources and so our feedback mechanisms are simple, inexpensive and easy to use.
2. How to Complain – Steps in the Process
STEP ONE – Contact Staff at the Alliance 07 3832 2600
If you are not happy with Queensland Alliance actions, contact (07) 3832 2600. If the phone is not attended, we will get back to you within three working days if you leave your name and phone number. You can also provide feedback via email, but again we ask for your name and phone number. If we can resolve the issue quickly on the phone, we will do so, and simply record your name, the concern and the resolution. If the feedback is positive, we will also record this.
If we cannot easily resolve your complaint, a more formal process will occur.
STEP TWO – Formal Complaint Lodged
You will need to put your complaint in writing and send this to us. We do not accept anonymous complaints. The Queensland Alliance Feedback Form sets out the information we require from you to resolve your concern. If you need assistance to complete the form, staff at the Alliance can assist you.
The Alliance will respond to a formal complaint within ten working days, although if the complaint is complex and requires significant investigation, we may write to you and advise that additional time is required. If the complaint is of a serious nature every effort will be made to respond more quickly.
STEP THREE – Investigation
The Alliance will then investigate the complaint, make reference to organisational policy and procedures, and gather any information that relates to the complaint within resources. If other people are involved in the complaint, these people will be advised of the complaint and they may need to be interviewed.
STEP FOUR – Resolving the Complaint
The Alliance will negotiate with the complainant on an acceptable resolution to the issue. How this occurs will depend on the nature of the complaint. The person who made the complaint will be encouraged to bring someone with them to this negotiation. If the complaint involves staff, a member of the State Council may facilitate the negotiation, or if the complaint is of a very serious nature an independent person may be engaged to resolve the complaint.
STEP FIVE – Report, Record and Take Action
The Alliance will document the resolution, particularly any action the Alliance has committed to undertake as a result of the complaint. Complaints often identify a lack of policy or poor process within an organisation that requires further action. Information from the complaints system will be used in organisational evaluation and planning.
The Alliance will report on all complaints in the Annual Report.
3. Organisational Support
In the first year the Alliance will allocate $1000 towards promoting this policy. This policy will be published in the newsletter, and all new and renewing members will receive a complaints brochure which explains the Alliance process.
All staff will receive training on the complaints process and procedures for handling complaints.
Further improvements to the complaints system will occur as it is used and we receive feedback on the process.
1. Background
Complaints provide one form of feedback to the Queensland Alliance that assists us to identify mistakes or improve our services to members. Positive feedback reinforces the need for particular activities. The Alliance welcomes feedback from member organisations and others and uses information from complaints in our planning and evaluation systems. This complaints mechanism complies with Australian Standards. The Alliance has limited resources and so our feedback mechanisms are simple, inexpensive and easy to use.
2. How to Complain – Steps in the Process
STEP ONE – Contact Staff at the Alliance 07 3832 2600
If you are not happy with Queensland Alliance actions, contact (07) 3832 2600. If the phone is not attended, we will get back to you within three working days if you leave your name and phone number. You can also provide feedback via email, but again we ask for your name and phone number. If we can resolve the issue quickly on the phone, we will do so, and simply record your name, the concern and the resolution. If the feedback is positive, we will also record this.
If we cannot easily resolve your complaint, a more formal process will occur.
STEP TWO – Formal Complaint Lodged
You will need to put your complaint in writing and send this to us. We do not accept anonymous complaints. The Queensland Alliance Feedback Form sets out the information we require from you to resolve your concern. If you need assistance to complete the form, staff at the Alliance can assist you.
The Alliance will respond to a formal complaint within ten working days, although if the complaint is complex and requires significant investigation, we may write to you and advise that additional time is required. If the complaint is of a serious nature every effort will be made to respond more quickly.
STEP THREE – Investigation
The Alliance will then investigate the complaint, make reference to organisational policy and procedures, and gather any information that relates to the complaint within resources. If other people are involved in the complaint, these people will be advised of the complaint and they may need to be interviewed.
STEP FOUR – Resolving the Complaint
The Alliance will negotiate with the complainant on an acceptable resolution to the issue. How this occurs will depend on the nature of the complaint. The person who made the complaint will be encouraged to bring someone with them to this negotiation. If the complaint involves staff, a member of the State Council may facilitate the negotiation, or if the complaint is of a very serious nature an independent person may be engaged to resolve the complaint.
STEP FIVE – Report, Record and Take Action
The Alliance will document the resolution, particularly any action the Alliance has committed to undertake as a result of the complaint. Complaints often identify a lack of policy or poor process within an organisation that requires further action. Information from the complaints system will be used in organisational evaluation and planning.
The Alliance will report on all complaints in the Annual Report.
3. Organisational Support
In the first year the Alliance will allocate $1000 towards promoting this policy. This policy will be published in the newsletter, and all new and renewing members will receive a complaints brochure which explains the Alliance process.
All staff will receive training on the complaints process and procedures for handling complaints.
Further improvements to the complaints system will occur as it is used and we receive feedback on the process.
EVENTS
REGISTRATION TERMS & CONDITIONS
Event Cancellation by Sponsor
The Queensland Alliance reserves the right to cancel an event due to low enrollment or other circumstances which would make the event non-viable.
If Queensland Alliance cancels an event, registrants will be offered a full refund.
Should circumstances arise that result in the postponement of an event, registrants will have the option to either receive a full refund or transfer registration to the same event at the new, future date.
Registration Cancellation by Participant
Unless specifically stated on registration materials, the deadline to receive a refund for your registration is 7 working days prior to the event.
After this date, attendees may substitute but no refund will be given.
Registration cancellations received prior to the deadline may be eligible to receive a refund less a 10% administration fee.
Cancellations received after the stated deadline will not be eligible for a refund.
Cancellations will be accepted in writing via post, fax or email, and must be received by the stated cancellation deadline.
Refer to the corresponding event information for the specific email address or events@qldalliance.org.au, Fax: 073832 2622, Post: PO BOX 919, Spring Hill Q 4004
All refund requests must be made by the attendee or credit card holder.
Refund requests must include the name of the attendee and/or transaction/registration number.
Refunds will be credited back to the original method of payment.
These above policies apply to all Queensland Alliance Events unless otherwise noted in the corresponding event materials. Please read all individual event information thoroughly.
Event Cancellation by Sponsor
The Queensland Alliance reserves the right to cancel an event due to low enrollment or other circumstances which would make the event non-viable.
If Queensland Alliance cancels an event, registrants will be offered a full refund.
Should circumstances arise that result in the postponement of an event, registrants will have the option to either receive a full refund or transfer registration to the same event at the new, future date.
Registration Cancellation by Participant
Unless specifically stated on registration materials, the deadline to receive a refund for your registration is 7 working days prior to the event.
After this date, attendees may substitute but no refund will be given.
Registration cancellations received prior to the deadline may be eligible to receive a refund less a 10% administration fee.
Cancellations received after the stated deadline will not be eligible for a refund.
Cancellations will be accepted in writing via post, fax or email, and must be received by the stated cancellation deadline.
Refer to the corresponding event information for the specific email address or events@qldalliance.org.au, Fax: 073832 2622, Post: PO BOX 919, Spring Hill Q 4004
All refund requests must be made by the attendee or credit card holder.
Refund requests must include the name of the attendee and/or transaction/registration number.
Refunds will be credited back to the original method of payment.
These above policies apply to all Queensland Alliance Events unless otherwise noted in the corresponding event materials. Please read all individual event information thoroughly.
