Complaints & Feedback Policy

1. Purpose

Humble Care values feedback from beneficiaries, applicants, donors, volunteers, community members, partners and other people who interact with its programs and services.

This policy explains how concerns, complaints and feedback can be submitted and handled.

2. What Can Be Reported

A person may contact Humble Care about concerns including:

• Treatment received from a staff member or volunteer;
• Problems with an assistance application;
• Concerns about program implementation;
• Donation or payment issues;
• Privacy or personal-information concerns;
• Volunteer conduct;
• Safeguarding concerns;
• Fraud or suspected misuse of Humble Care resources;
• Accessibility or communication problems; or
• Other concerns related to Humble Care activities.

3. How to Submit a Complaint

Complaints and feedback may be submitted through available Humble Care communication channels, including:

Humble Care may introduce additional complaint channels through its website or mobile application as its systems develop.

A complaint should contain enough information for Humble Care to understand the concern and respond appropriately.

4. Anonymous Complaints

Where technically and practically possible, a person may raise a concern without identifying themselves.

However, anonymous complaints may be more difficult to investigate or respond to because Humble Care may be unable to request additional information or provide an individual response.

5. Handling Complaints

Humble Care handles received complaints systematically through a 6-step administrative procedure:

1. Receive and record the complaint in the secure administrative registry;
2. Review the information provided;
3. Request additional information where reasonably necessary;
4. Refer the matter to an appropriate independent person or committee for review;
5. Take reasonable corrective or protective action; and
6. Communicate an appropriate response where possible.

The time required may depend on the nature and seriousness of the complaint.

6. Serious Complaints

Complaints involving suspected child abuse, sexual exploitation, serious misconduct, fraud, threats or immediate safety concerns receive immediate executive attention and will be escalated to appropriate persons or statutory authorities where required or appropriate.

7. Confidentiality

Humble Care will handle complaints with reasonable care and confidentiality.

Information may need to be shared with authorized persons where necessary to investigate a complaint, protect a person, obtain professional advice, comply with legal requirements or take appropriate action.

8. No Retaliation

Humble Care does not intend to disadvantage a person merely because they submit a genuine complaint or provide feedback in good faith.

9. False or Malicious Complaints

Humble Care recognizes that complaints may sometimes be based on misunderstandings or incomplete information.

However, deliberately false, fraudulent or malicious complaints may be addressed appropriately.

10. Complaints About Assistance Decisions

Submitting a complaint does not automatically mean that an assistance decision will be changed.

Humble Care may review a decision where:

• Relevant information was missed;
• Circumstances have changed significantly;
• An administrative error may have occurred; or
• Another reasonable basis for review exists.

Humble Care cannot guarantee that every complaint will result in a different decision.

11. Privacy

Personal information submitted through a complaint will be handled in accordance with Humble Care's Privacy Policy.

Important Security Reminder: People submitting complaints should avoid providing unnecessary passwords, PINs, authentication codes or other security credentials.

12. Feedback

Humble Care also welcomes constructive suggestions that may help improve its programs, application process, communication, website, mobile application or community activities.

13. Contact