Text reads: Children and young people with disability.

Complaints policy

Complaints policy and procedures

Children and Young People with Disability Australia (CYDA) is committed to ensuring that any person or organisation using CYDA services or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.

CYDA will provide a complaints management procedure that:

Our commitment

If you make a complaint to CYDA you can expect that we will:

What can I make a complaint about?

You can make a complaint to CYDA about:

Procedures making a complaint

A person wishing to make a complaint may do so in writing or verbally to:

Complaints can be emailed to [email protected], or by phoning 03 9417 1025 or outside metropolitan Melbourne 1800 222 660.

Procedure for complaints management

If the complaint is about CYDA work, a CYDA staff member or volunteer, or a member of a CYDA advisory group the person managing the complaint will be the CEO.

If the complaint is about the CEO the person managing the complaint will be the Chair of the CYDA Board.

If the complaint is about a Board member, the person managing the complaint will be the chair of the CYDA Board, or a committee appointed by the Board which will be responsible for managing the complaint.

The person managing the complaint will be responsible for:

1. Registering the complaint:

2. Investigating the complaint:

As far as possible, complaints will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.

3. Resolving the complaint:

4. If a complaint is unable to be resolved, the CEO or the CYDA board may choose to conduct an external investigation, and / or seek independent mediation.

Record keeping

A register of complaints will be kept by CYDA. The register will be maintained by the CEO and will record the following for each complaint:

Copies of all correspondence and other materials received by CYDA in connection with any complaints will be kept for 3 years. The complaints register and files will be confidential and access is restricted to the CEO and CYDA Board.  The CEO will be responsible for preparing a report on received feedback and complaints once a quarter to the CYDA Board.

Related policies

Whistleblower Protection Policy

Privacy & Confidentiality Policy and Procedures

Transparency and Accountability Policy

Code of Ethics