A group of not-for-profit peak bodies, convened by Dr Sue-Anne Wallace AM, have published free resources and guidance to help improve how charities manage complaints and increase trust and confidence in the sector.
The Complaint handling by charities and not-for-profits fact sheet provides information on the benefits of handling complaints well, along with a template policy and procedure that charities can use as a guide when developing their processes.
The initiative has been welcomed by ACNC Commissioner the Hon Dr Gary Johns, who noted the importance of handling complaints properly.
“Improving the governance of charities and how charity boards manage risk and enhance accountability are key concerns of the ACNC,” Commissioner Johns said.
“We encourage charities of all sizes to review their procedures and consider adopting these and other like tools to assist them to manage community expectations of charitable activities.”
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