Complaints & Feedback

MCR welcomes complaints, concerns, compliments, suggestions and other feedback.

Complaints help us protect people, improve our programs and maintain accountability.

There is no fee to make a complaint.

Who can complain

Any person may make a complaint, including:

• children and young people;

• parents and carers;

• people receiving assistance;

• community members;

• schools;

• volunteers;

• donors;

• sponsors;

• businesses;

• partner organisations;

• employees or contractors; and

• Responsible Persons.

Complaints may be made verbally or in writing and may be made with the assistance of an advocate, interpreter, family member or support person.

Anonymous complaints will also be considered.

General complaints

Complaints & Feedback Officer:
Elizabeth Clarke
President/Chairperson
My Community Rescue Inc.

Telephone: 07 5661 6513
Email: support@mycommunityrescueinc.org.au

Complaints about the President

If a complaint concerns the President, including the role as Chairperson, Complaints Officer or Privacy Officer, the complaint must be referred directly to:

The Secretary
My Community Rescue Inc.

The President will not investigate, determine or improperly influence a complaint concerning themself.

If the Secretary has an actual, potential or perceived conflict of interest in relation to the complaint, it will be referred to another independent, non-conflicted Responsible Person or an appropriate independent external person.

Our complaint process

MCR will endeavour to:

• acknowledge complaints promptly;

• listen respectfully;

• assess immediate safety concerns;

• identify conflicts of interest;

• protect privacy and confidentiality;

• provide procedural fairness;

• obtain relevant information;

• provide appropriate opportunities for affected parties to respond;

• assess the available information impartially;

• communicate an outcome where appropriate; and

• identify improvements arising from complaints.

MCR aims to acknowledge complaints within two business days where contact details are available and aims to resolve ordinary complaints within 20 business days.

Complex or serious matters may take longer. Where appropriate, the complainant will be advised if additional time is required.

Protection from victimisation

A person must not be disadvantaged, threatened, harassed, intimidated or treated unfairly because they:

• made a genuine complaint;

• intended to make a complaint;

• assisted another person;

• participated in an investigation; or

• raised a genuine concern about wrongdoing.

An unsubstantiated complaint does not automatically mean the complaint was dishonest or malicious.

Serious wrongdoing

Concerns about serious wrongdoing may include:

• fraud;

• theft;

• corruption;

• misuse of charitable funds;

• abuse;

• neglect;

• exploitation;

• grooming;

• serious harassment or discrimination;

• serious conflicts of interest;

• concealment of misconduct;

• retaliation; or

• conduct creating a serious safety risk.

Nothing in MCR’s complaints process prevents a person from contacting police, child protection authorities, a regulator or another appropriate external authority.