Our Commitment to YouÂ
The Hospital Research Foundation Group (THRF Group) recognises the importance feedback plays in
supporting relationships, continuous improvement and ensuring THRF Group delivers its purpose and
achieves its vision.
THRF Group is committed to maintaining a feedback and complaints system that is accessible, fair and
focused on resolutions and improvements.
This policy sets out the principles which govern THRF Group’s response to all feedback and complaints and
further describes how we manage feedback and complaints and how we learn from them.
Scope
This policy applies to all feedback and complaints received from members of the public, supporters, clients,
participants, donors and key stakeholders with regards to all services, programs, events, fundraising,
marketing, communications and business activities provided by THRF Group.
This policy does not apply to employment related matters, which are dealt with in accordance with THRF
Group’s Grievance and Dispute Resolution Policy.
Definition
• Feedback – helpful information regarding compliments, opinions or opportunities for improvements
made directly or indirectly to or about any of the THRF Group staff or services such as events,
programs, processes, behaviours or communications provided.
• Complaint – an expression of dissatisfaction made to or about any of the THRF Group services or
information provided, our fundraising or marketing practices, employees, or the handling of a
complaint where a response or resolution is explicitly or implicitly expected or required.
Management Responsibilities
THRF Group’s leadership team is responsible for:
• Promoting a culture that welcomes feedback and complaints.
• Ensuring staff are trained in complaints handling procedures.
• Overseeing the resolution of complaints and ensuring corrective actions are implemented.
• Reporting on trends and outcomes to inform improvements opportunities.
• Acknowledge what we do well.
Our Commitment to Feedback and Complaints
At THRF Group, our leadership team is committed to fostering a culture of openness, accountability, and
continuous improvement.
We recognise that feedback and complaints contain vital information for enhancing services quality and
strengthening trust with participants, supporters, employees, and stakeholders.
Management commits to the following principles:
The Hospital Research Foundation Group (THRF Group) recognises the importance feedback plays in
supporting relationships, continuous improvement and ensuring THRF Group delivers its purpose and
achieves its vision.
THRF Group is committed to maintaining a feedback and complaints system that is accessible, fair and
focused on resolutions and improvements.
This policy sets out the principles which govern THRF Group’s response to all feedback and complaints and
further describes how we manage feedback and complaints and how we learn from them.
Scope
This policy applies to all feedback and complaints received from members of the public, supporters, clients,
participants, donors and key stakeholders with regards to all services, programs, events, fundraising,
marketing, communications and business activities provided by THRF Group.
This policy does not apply to employment related matters, which are dealt with in accordance with THRF
Group’s Grievance and Dispute Resolution Policy.
Definition
• Feedback – helpful information regarding compliments, opinions or opportunities for improvements
made directly or indirectly to or about any of the THRF Group staff or services such as events,
programs, processes, behaviours or communications provided.
• Complaint – an expression of dissatisfaction made to or about any of the THRF Group services or
information provided, our fundraising or marketing practices, employees, or the handling of a
complaint where a response or resolution is explicitly or implicitly expected or required.
Management Responsibilities
THRF Group’s leadership team is responsible for:
• Promoting a culture that welcomes feedback and complaints.
• Ensuring staff are trained in complaints handling procedures.
• Overseeing the resolution of complaints and ensuring corrective actions are implemented.
• Reporting on trends and outcomes to inform improvements opportunities.
Our Commitment to Feedback and Complaints
At THRF Group, our leadership team is committed to fostering a culture of openness, accountability, and
continuous improvement.
We recognise that feedback and complaints contain vital information for enhancing services quality and
strengthening trust with participants, supporters, employees, and stakeholders.
•Responsiveness and Transparency: We will ensure that all feedback and complaints are
acknowledged promptly where indicated, investigated thoroughly, and resolved transparently in
accordance with established procedures.
• Protection and Fairness: We will uphold the rights of individuals to raise concerns without fear of
retaliation, and guarantee that all complaints will be managed impartially, respectfully, and
confidentially.
• Continuous Improvement: We will actively use feedback and complaints to identify systemic issues,
inform service or process enhancements, and implement corrective actions that benefit the broader
community.
• Leadership Accountability: Senior leaders will oversee the complaints process to ensure it aligns with
organisational values, regulatory obligations, and will take responsibility for driving improvements
based on outcomes.
• Support and Communication: We will provide clear information about the complaints process and
ensure individuals are supported throughout, including access to internal and external review
mechanisms and updates if they request to be kept informed.
• Conflict of Interest Management: We will ensure any actual or perceived conflicts of interest are
addressed appropriately, including assigning independent reviewers where necessary.
• Feedback Culture: We will promote a workplace culture that values constructive feedback as a
catalyst for learning, innovation, and excellence in the provision of our services and activities.
• External Review Options: If a complainant is dissatisfied with the outcome of the internal complaints
process, they may have the right to seek an independent external review.
• Acknowledge and Celebrate: We will ensure we acknowledge and celebrate where positive feedback
is provided with regards to any of our activities, services or employees.
Anonymous Complaints
Anonymous complaints may be made and will be investigated providing there is sufficient information to
enable a meaningful investigation. THRF Group will assess the merit and feasibility of investigating such
complaints on a case-by case basis.
Keeping Complainants Informed
THRF Group will ensure complainants are acknowledged within 2 business days of receipt and kept informed
of the progress of their complaint where they requested to be contacted. All complaints will aim to be
completed within 21 business days.
Outcome
If the complainant is not satisfied with the outcome of their complaint, they may seek further assistance with
the relevant external bodies:
Australian Charities and Not-for-profits Commission (ACNC)
Phone: 13 22 62
Website: www.acnc.gov.au/raise-concern
Fundraising Institute Australia
Phone: 1300 889 670
Website: www.fia.org.au/s/make-a-complaint
NDIS Quality and Safeguards Commission
Free Call: 1800 035 544
Website: www.ndiscommission.gov.au
Disability Advocacy and Complaints Service of SA (DACSSA)
Phone: 08 7122 6030
National Disability Complaints Resolution and Referral Service (CRRS)
Free Call: 1800 880 052
Aged Care Quality and Safety Commission
Free Call: 1800 951 822 (National)
Aged Rights Advocacy Service (ARAS)
Phone: 08 8232 5377
Health and Community Services Complaints Commissioner (HCSCC)
South Australia
Phone: 08 7117 9313
Free Call: 1800 232 007
Northern Territory
Phone: 08 8999 1969
Free Call: 1800 004 474
ACT (Human Rights Comission)
Phone: 02 6205 2222
Office of the Public Advocate
Phone: 08 8342 8200
Free Call: 1800 066 969
Independent Advocacy SA Inc
Phone: 08 8232 620
