Complaints Policy

The South Australian Genealogy & Heraldry Society Inc (SAGHS / The Society) is committed to provide a quality service and working in an open and accountable way that builds the trust and respect of all stakeholders.

The Society accepts and acknowledges that one of the ways to continue to improve services provided is by listening and responding to the views of members, employees, volunteers, visitors, clients and any other stakeholders. In particular the Society Intends to respond positively to complaints, and to put mistakes right.

In this Policy and supporting procedures the Society accepts responsibility to:

  • Recognise, promote and protect any stakeholder's right to complain.
  • Ensure that there is an accessible, easy-to-use and well publicised complaints procedure.
  • Treat any complaint as a clear and valid expression of dissatisfaction with the Society's service outcomes or processes
  • Recognise the need for fairness to both the complainant, and the object of the complaint.
  • Respond to complaints promptly and politely and where appropriate confidentially.
  • Respond in the right way, by explanation and apology where mistakes have been made, and information and advice where remedial, preventive or improvement action is taken.
  • Record, assess and review complaints regularly to use them to improve services and processes.
  • Provide resources to support the complaints management process.

The Society recognises that many complaints will be made informally and can be resolved quickly, keeping matters low key, and enabling mediation between the complainant and the person against whom the complaint has been made.

Where concerns cannot be resolved informally, then the formal complaints procedure should be followed. This formal procedure will ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction..

The Society expects that complainants initiating the formal complaints procedure should:

  • Bring the complaint to the Society's attention within a reasonable time
  • Raise concerns promptly and directly with responsible staff or Society officers.
  • Explain the complaint as clearly and fully as possible and acknowledging any action already taken.
  • Provide contact details for clarification, feedback and response. .
  • Allow the Society a reasonable time to deal with the matter.
  • Recognise that some circumstances may be beyond the Society's control.