How Kooyoora Supports You Through the Complaints Process

Complaints support is available to members, employees, volunteers and others who belong to a Kooyoora client organisation.

Whether you are thinking about making a complaint, have made a complaint, or are responding to a complaint, this page outlines what you can expect when Kooyoora is managing the process.

A complaint or investigation can bring uncertainty, stress and a lot of questions. Understanding what to expect can help make the process feel clearer and more manageable.

You may be wondering:

  • Will I be listened to?

  • Can I trust the process?

  • What if I'm making a complaint about a manager, leader or colleague?

  • Will I be treated fairly if a complaint has been made about me?

  • Will my concerns be taken seriously?

  • What support is available to me?

  • What happens next?

The information below explains what happens after a complaint is made and what you can expect throughout the process.

What happens after a complaint is made?

Once a complaint is received, it goes through an intake and assessment process to determine the most appropriate way forward.

Depending on the nature of the concerns, this may involve gathering further information, conducting interviews, speaking with relevant people, making referrals, conducting an investigation, or taking other steps to meet reporting obligations.

Every complaint is different, and no assumptions are made before the available information has been considered.

Throughout the process, you can expect clear communication, respectful engagement, opportunities to provide information about your experience, and access to wellbeing support and referral options where appropriate.

How can an independent process help?

Raising or responding to a complaint can be difficult, particularly when it involves people you know or work with.

Imagine you need to raise concerns about a manager, leader, colleague or volunteer within your organisation. You may feel uncomfortable reporting the matter internally, worry about how it will be handled, or wonder whether people will take sides.

An independent process can help address these concerns. Because the people managing the process are separate from your organisation's management structure and have no personal involvement in the matter, concerns can be considered objectively and fairly. Information is also handled sensitively, with careful consideration given to privacy and confidentiality throughout the process.

This can help give everyone confidence that:

  • everyone involved will be treated fairly

  • everyone involved will have an opportunity to be heard

  • information will be assessed objectively

  • findings will be based on the information gathered throughout the process

For many people, having an external organisation involved can make it easier to speak up and participate openly in the process.

These safeguards can help build confidence and trust in the process.

We listen

Whether you have raised a concern or are responding to one, you will have an opportunity to share your experience and provide relevant information.

If concerns have been raised about you, you will be given reasonable time to respond.

Being heard is an important part of a fair and thorough process.

A fair and objective process

We consider all relevant information before making findings.

We assess information objectively, carefully manage conflicts of interest, and base our findings on the information gathered throughout the process.

Trust in a complaints process comes from confidence that findings are reached fairly, objectively and without bias.

Keeping you informed

Not knowing what is happening can be one of the most difficult parts of a complaints process.

You can expect clear information about:

  • the steps involved in the process

  • what happens next

  • any information that may be required from you

  • who is responsible for making decisions

  • who to contact if you have questions

If concerns have been raised about you, you will be provided with information about those concerns and given an opportunity to respond.

The aim is to help you understand the process and what to expect at each stage.

Working with experienced professionals

Being involved in a complaint or investigation can feel challenging. Throughout the process, you will work with experienced professionals who understand the complexities of complaints handling and investigations.

Kooyoora's team is experienced in supporting people through difficult conversations and sensitive matters. We use respectful, clear communication and seek to create an environment where people feel safe to participate in the process.

Our approach is informed by an understanding of trauma and its impacts. We aim to:

  • communicate using respectful and clear language

  • recognise the impact trauma may have on individuals

  • minimise unnecessary retelling of experiences

  • offer choice and control where appropriate

  • consider cultural safety and individual circumstances

  • provide information about support and referral services when needed

  • support people to participate in the process with a support person where appropriate

Questions or need support?

If you have questions about the process, would like to learn more about Kooyoora's complaints and investigation services, or need information about reporting a concern, explore the links below or get in touch with us.