Complaints Procedure

  • July 16th, 2024 at 5:38 pm

1. Purpose

The Small Business Association of Australia (SBAA) is committed to providing a high-quality service to all our members. We recognize that, on occasion, members may have concerns or complaints. This procedure outlines how members can raise a complaint and how it will be handled to ensure a fair and prompt resolution.

2. Scope

This procedure applies to all members of the SBAA who wish to raise a complaint regarding any aspect of the Association’s services, activities, or the conduct of its staff or other members.

3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, about any aspect of the SBAA, including its services, activities, or the behavior of its staff or other members.

4. How to Make a Complaint

4.1. Informal Complaint

4.1.1. Members are encouraged to resolve complaints informally by speaking directly to the relevant person or department. This can often lead to a quick and satisfactory resolution.

4.1.2. If the complaint cannot be resolved informally, or if the member prefers to make a formal complaint, the following procedure should be followed.

4.2. Formal Complaint

4.2.1. Submission of a Formal Complaint

  • Complaints should be submitted in writing to the SBAA. This can be done via email to info@smallbusinessassociation.com.au

4.2.2. Information to Include

  • Include your full name and contact details
  • A clear description of the complaint, including relevant dates, times, and the names of any individuals involved.
  • Any supporting documents or evidence.
  • The outcome or resolution being sought.

5. Acknowledgment and Initial Review

5.1. Upon receipt of a formal complaint, the SBAA will acknowledge the complaint in writing within 7 working days.

5.2. The complaint will be reviewed by the CEO or the Business Development Manager, who will determine the appropriate course of action. If the Business Deveopment Manager is the subject of the complaint, please direct the comlaint to the CEO.

6. Investigation

6.1. The complaint will conduct a thorough investigation, which may include:

  • Reviewing relevant documents and records.
  • Interviewing the complainant and any other relevant parties.
  • Consulting with other staff or departments as necessary.

6.2. The investigation will be carried out as quickly as possible, with the aim of resolving the complaint within 20 working days of acknowledgment. If more time is required, the complainant will be informed of the delay and the reasons for it.

7. Resolution

7.1. Upon completion of the investigation, we will:

  • Determine whether the complaint is upheld, partially upheld, or not upheld.
  • Identify any actions to be taken to resolve the complaint.
  • Communicate the outcome to the complainant in writing, including any actions to be taken and the reasons for the decision.

8. Confidentiality

8.1. All complaints will be handled with the utmost confidentiality. Information will only be shared with those who need to know in order to investigate and resolve the complaint.

9. Record Keeping

9.1. The SBAA will maintain a record of all complaints, investigations, and outcomes. These records will be used to identify trends and areas for improvement.

10. Contact Information

For any questions or further clarification regarding this complaints procedure, please contact:

  • Email: info@smallbusinessassociation.com.au
  • Phone: 1300 413 915

By following this complaints procedure, members can be assured that their concerns will be taken seriously and handled fairly and promptly.

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