Complaints Policy

A clear and accessible process for lodging and resolving complaints.

Policy reviewed July 2025

Purpose and Scope

B-HART is committed to maintaining a high standard of transparency, accountability, and responsiveness in all its interactions with clients and partners, including those engaged in grant-funded activities. This policy provides a clear and accessible process for lodging and resolving complaints related to B-HART’s services, partnerships, and conduct.

Scope

This policy applies to:

All clients, partners, and organisations receiving services from B-HART.
All partner organisations or individuals engaged in grant-funded activities with B-HART.

It covers concerns related to:

Service delivery
Communication and conduct of B-HART personnel
Grant compliance issues
Perceived conflicts of interest
Breaches of agreements or ethical standards

Guiding Principles

Accessibility: Complaints can be made by any individual or organisation involved with B-HART grant activities.
Confidentiality: All complaints will be handled with appropriate discretion.
Impartiality: Complaints will be reviewed objectively, free of bias or retaliation.
Timeliness: Complaints will be acknowledged and resolved in a timely manner.

Rights of Complainants

In accordance with the principles of the UN Convention on the Rights of Persons with Disabilities (UNCRPD), B-HART affirms the following rights:

Right to Accessibility: The complaints process must be inclusive and accessible to all, including persons with disabilities.

Right to Participation: Complainants have the right to express their views and be actively involved in resolution.

Right to Non-Discrimination: All complaints handled equitably without bias.

Right to Privacy: Personal information protected and only shared with consent or legal obligation.

Right to Information: Timely updates on complaint management.

Right to Protection from Retaliation: No adverse consequences for raising concerns in good faith.

Making a Complaint

Complaints can be submitted via the following channels:

Email

info@b-hart.com.au

Telephone

08 7077 4838

Mail

Attn Complaints Officer, B-HART
2/59 Pennington Terrace, North Adelaide SA 5006

Please include name, contact details, a summary of the complaint, dates, and any supporting documents.

Complaints Handling Process

Acknowledgement

Acknowledged within 5 working days.

Assessment

Reviewed by designated Complaints Officer or independent party.

Investigation

Information gathered, including discussions with involved parties.

Outcome and Response

Formal response provided within 20 working days.

Escalation

Complainant may request a review or escalate to an external body (e.g., NDIS Quality and Safeguards Commission).

Continuous Improvement

Insights gained from complaints are used to regularly review and improve B-HART’s practices, service design, and cultural alignment.