Complaints Policy

Our organisation's foundational principle emphasises responsiveness. Our Complaints Policy is designed to embody our commitment to attentively addressing and resolving concerns and complaints from our supporters, beneficiaries, partners, and the wider community. We prioritise listening and responding effectively.

All complaints will be handled equitably, fairly, and impartially, considering evidence from both complainants and our team members. Confidentiality will be strictly maintained throughout the complaints process, and we strive to make the process as straightforward and accessible as we can for all those lodging complaints.

For detailed information, please consult our complete Complaints Policy.

You can make a Complaint in the following ways:

We acknowledge that in certain situations, complainants may prefer to remain anonymous. Despite the potential challenge in addressing these complaints without identifying the individuals involved, we value their input as it can highlight critical issues that require attention. Therefore, we will accept anonymous complaints, although we may not be able to offer a specific solution to the anonymous individual.

We are a signatory to the Australian Council for International Development (ACFID) Code of Conduct. Complaints relating to an alleged breach of ACFID Code of Conduct by OO may be made directly to the ACFID Code of Conduct Committee.

Complaints Handling
In handling all complaints, we will:

1. Inquire about the outcomes you are seeking.
2. Conduct an initial assessment to gauge the severity of the complaint and the urgency of required actions.
3. Provide a clear explanation of the subsequent steps, which may include:
   - Clarifying if the complaint falls outside our jurisdiction.
   - Determining if we have the discretion not to investigate.
   - Indicating if preliminary inquiries are necessary or further deliberation is needed.
   - Confirming whether the complaint will be subject to investigation.

We are committed to thoroughly investigating all pertinent details and information related to your complaint, exerting every reasonable effort to do so. The depth of our investigation will be tailored based on the gravity and recurrence of the complaint. Any serious complaints that necessitate investigation will be escalated accordingly for appropriate action.

Orthopaedic Outreach
C/- Australian Orthopaedic Association
Level 26, 201 Kent Street
Sydney NSW 2000

ABN: 68 910 058 787
ACN: 672 463 553

Graham Hextell, Operational Manager
Telephone: +61 2 8071 8091