Complaints Handling Policy and Procedure

1.0 Purpose

This policy is intended to ensure that ATEC handles complaints fairly, efficiently and effectively. It provides guidance to staff and complainants on key principles of our complaint management system, ensuring a confidential, safe and inclusive environment that allows equitable outcomes through open dialogue and external engagement when needed.

2.0 Scope

Applies to all individuals working at ATEC, including permanent/temporary employees, contractors, consultants, project staff, volunteers, Board members, and directors (collectively referred to as employees).

3.0 Statement of Policy

ATEC is committed to accessible, confidential complaint registration, and a transparent, accountable, and objective resolution process.

4.0 Definitions

  • Complaint: Expression of dissatisfaction about ATEC’s products, services, staff, or complaint handling, with an expectation of response or resolution (AS/NZS 10002:2014).
  • Complainant: The person or group making the complaint.
  • Dispute: An unresolved complaint escalated further.
  • Grievance: A formal written statement by a staff member about another staff member or work-related issue.

5.0 Guiding Principles

Complaint handling must follow principles of fairness, accessibility, responsiveness, efficiency, and be integrated into organisational culture. It should be culturally sensitive and adaptable to stakeholder needs.

6.0 Guidelines and Procedures

6.1 Registering a Complaint

Complaints can be submitted via email, phone, letter, or social media. Oral complaints must be documented and acknowledged. All complaints should be directed to the country’s Managing Director or the CEO/ILT member.

6.2 Responding to a Complaint

  • Response within 10 business days
  • Escalation within 24 working hours if required
  • Progress updates provided
  • Complaint assigned for follow-up and documentation
  • Persons implicated are excluded from handling
  • High-risk cases escalated to the Board

Criteria for management include:

  • Severity, health/safety implications
  • Financial/complexity/public impact
  • Escalation/systemic risk
  • Possibility of immediate action

Disputes over complaint handling go to senior staff or ACFID Committee if unresolved.

6.3 Dispute Resolution Process

  • Resolve close to source; immediate resolution if possible
  • Internal facilitator-led resolution where necessary
  • Formal resolution steps may include:
    • Consultation
    • Mediation
    • De-briefing
    • Review and recommendation

ATEC commits to:

  • Taking allegations seriously
  • Reviewing the policy biennially or post-major incidents
  • Taking corrective action when wrongdoing is found

7.0 Accountability and Learning

Complaints are logged for analysis and trend reporting to management and Board. Reports include:

  • Number of complaints
  • Resolutions
  • Issues/systemic problems
  • Internal/external review requests

8.0 Monitoring and Continuous Improvement

The system is monitored for:

  • Effectiveness
  • Deficiencies
  • Feedback and alerts
  • Complaint support and resolution
  • Systemic improvements

9.0 Confidentiality

Identities are protected when practical. Personal data handled per privacy/confidentiality laws. Refer to the Privacy and Confidentiality Policy.

10.0 Local Adaptations

Local modifications may be made to align with regional laws or norms. Must be documented and approved by the CEO or ILT.

11.0 Related Documents

  • ATEC Whistleblower Policy
  • ATEC Privacy and Confidentiality Policy
  • ATEC HR and Recruitment Policy and Procedure
  • ATEC Risk Management Policy
  • ATEC Risk Assessment

12.0 Version Control

  • Written By:
    • Head of International Ops (04/02/2021)
    • Chief of Staff (30/04/2025)
  • Reviewed By:
    • ATEC Board (17/02/2021)
    • ATEC Board (30/04/2025)
  • Approved By:
    • ATEC Board (17/02/2023)
    • ATEC Board (30/04/2027)