Karumah Inc. Complaint Handling Process

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Karumah Inc. is committed to providing high-quality services and values feedback to improve our operations. We encourage clients, members, and stakeholders to voice concerns or complaints, which we handle with fairness, transparency, and respect.

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What Is a Complaint?

A complaint is an expression of dissatisfaction made to or about Karumah Inc., related to our services, staff, or the handling of a previous complaint, where a response or resolution is explicitly or implicitly expected or legally required.

 

Guiding Principles

Respectful Treatment: We treat all complainants with courtesy and respect.

Information and Accessibility: We make it easy to lodge a complaint and provide assistance as needed.

Communication: We keep complainants informed about the progress and outcome of their complaint.

Taking Ownership: We take responsibility for resolving complaints promptly.

Timeliness: We aim to resolve complaints as quickly as possible.

Transparency: We provide clear information about our complaint handling process and decisions.

 

How to Make a Complaint

Website: Fill out the Feedback and Enquiries form on our Contact page.

Email: admin@karumah.org.au

Phone: 0411 060 154

Mail: 1/24 John Hooker Street, Islington 2296

In-person: If you would like to speak to someone in person, please contact us on one of the above methods to arrange an in-person meeting.

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Complaint Handling Process

Acknowledgment: We will acknowledge receipt of your complaint within 5 business days.

Assessment: We assess the complaint to determine its nature and the appropriate course of action.

Investigation: If necessary, we conduct a thorough investigation, ensuring impartiality and fairness.

Resolution: We aim to resolve complaints promptly and will communicate the outcome to you, including any actions taken.

Review: If you are dissatisfied with the outcome, you may request a review of the decision.

External Review: If you remain unsatisfied, you can contact the NSW Ombudsman for an independent review.

Continuous Improvement: We regularly analyse complaint data to identify trends and areas for improvement. This helps us enhance our services and prevent future issues.

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Managing Unreasonable Conduct

While we are committed to addressing all complaints, we also recognise the need to manage unreasonable conduct by complainants. We follow the NSW Ombudsman's guidelines to ensure staff safety and the integrity of our complaint handling process.

For more detailed information, please refer to the NSW Ombudsman's Effective Complaint Management Guidelines.

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