Complaints and Grievance Policy

BE KIND FOUNDATION LIMITED
ABN: 55 670 302 931
Last Updated: October 2026

Purpose and Scope

This policy provides guidance on the appropriate process for making, receiving, managing and responding to complaints, grievances and other feedback. Be Kind Foundation Limited is committed to handling all complaints fairly, respectfully, transparently and consistently.

Principles

• Anyone connected with Be Kind Foundation Limited has the right to make a complaint without fear of retribution
• All complaints are taken seriously and acted upon promptly
• Confidentiality is maintained at all times
• Complaints are used to improve our organisation
• Resolution is sought at the local level first through alternative dispute resolution

How to Make a Complaint

Anyone wishing to make a complaint should, where possible, first speak to a Director. Complaints can be made verbally or in writing to any Board member.

Serious Complaints

If a matter is serious or complex, the Director will assist the complainant to complete a written statement and immediately notify the Chair of the Board. Any complaint indicating physical or sexual abuse or criminal activity will be reported to NSW Police.

Response Timeframes

Written communication will be sent to the complainant within 5–7 working days of receiving the complaint. Be Kind Foundation Limited aims to investigate and resolve all complaints within one month. If this timeframe cannot be met, the complainant will be informed.

Confidentiality

All complaints are handled with strict confidentiality. Records are kept securely by the Secretary and reviewed regularly as part of annual planning.

Complaints Involving Board Members

Complaints concerning a Board member should be referred to the Board Chair. Where the Chair is the subject of a complaint, it should be referred to another Board member.

External Bodies

If a satisfactory resolution cannot be reached internally, complaints may be referred to:

• NSW Ombudsman — www.ombo.nsw.gov.au | 1800 451 524
• NSW Anti-Discrimination Board — antidiscrimination.nsw.gov.au | 1800 670 812
• Human Rights Commission, Fair Trading or NSW Police — where applicable

Contact

Be Kind Foundation Limited
Oran Park NSW
Email: hello.bekindfoundation@gmail.com