Membership Appeals & Complaints Process

Membership Appeals & Complaints Process

At BNTAC, we are committed to creating a fair and transparent environment for our members. We recognise that concerns or disputes may occasionally arise, and we have established a comprehensive Appeals & Complaints process to address these matters effectively.

Purpose

The Appeals & Complaints process is designed to provide BNTAC members with a formal avenue to raise concerns, lodge complaints, or appeal decisions in a respectful, impartial, and confidential manner.

Key Principles

• 1. Fairness and Impartiality
  All appeals and complaints are treated with impartiality and fairness, ensuring a thorough and unbiased review.
• 2. Confidentiality
  Information shared during the process is kept confidential to safeguard the privacy of all involved parties.
• 3. Transparency
  Clear communication is maintained throughout the process, ensuring members understand the stages and progress of their appeal or complaint.
• 4. Timeliness
  Every effort is made to handle appeals and complaints in a timely manner, respecting the urgency of the matter at hand.

Procedure

• 1. Submission
  Members can lodge appeals or complaints in writing, addressing them to the designated Appeals & Complaints Officer at BNTAC as per the constitution and the organisation’s Policy and Procedures. The submission should include relevant details and supporting documents.
• 2. Initial Review
  Upon receipt, the Appeals & Complaints Officer will conduct an initial review to assess the nature and scope of the appeal or complaint.
• 3. Investigation
  If deemed necessary, a comprehensive investigation will be conducted, involving relevant stakeholders and obtaining additional information as required.
• 4. Resolution
  Following the investigation, the Appeals & Complaints Officer, in collaboration with the appropriate authorities within BNTAC, will strive to reach a fair and just resolution.
• 5. Communication
  Throughout the process, regular updates will be provided to the member involved, ensuring transparency and maintaining open lines of communication.

Appeals Process

Members dissatisfied with the outcome of their complaint or appeal can request a further review by an independent committee or external body, ensuring an additional layer of impartiality and scrutiny.

We encourage our members to utilise the Appeals & Complaints process if they believe their rights or interests have not been adequately addressed. At BNTAC, we are committed to continuously improving our operations and ensuring the welfare of our members.

For more information on the Appeals & Complaints process or to initiate a submission, please contact the office or the Appeals & Complaints Officer.

For More Information:

If you have any questions, feedback, or require assistance, please do not hesitate to reach out to our team. You can contact us by phone, email, or visit our office at the University of the Sunshine Coast, Fraser Coast Campus, Building C, Office 1.11

Phone: 07 4338 7600 Email: administrator@butchullantac.org.au
Website: www.butchullantac.org.au