Complaints

• If you are unhappy how you have been treated, the support you have been given, or interactions with other volunteers, staff, and other people you encounter.

• If you had an experience that is causing you to feel unhappy, unsafe or distressed.

Your complaint needs to be in writing (online webform, email, letter). This will reduce the chance of misunderstandings and lets you explain exactly what your complaint is.

You can:

• Complete the Complaints Form at the bottom of this page.
• Speak to a Leader or a Regional Committee member and confirm your complaint in writing
• Email the Chief Operating Officer (if your complaint involves local personnel).

The Chief Operating Officer will determine the most appropriate person to address your complaint. In certain cases, they may decide that it is best investigated by an external authority.

The Kairos lead who is assigned to look after your complaint will:

• Contact you
• Listen to you about your concerns and experiences
• Explain the process for handling a Kairos complaint
• We will handle the information you provide in accordance with our Privacy Policy. Unless you instruct us otherwise or we are legally required to disclose it – we will let you know before sharing your information with anyone else.
• Do their best to ensure that you are not treated differently, because you made a complaint

If you have any questions, speak to your assigned Kairos lead who is handling your complaint. Do not hesitate to seek clarification if you are uncertain about any aspect of the process or do not fully understand the actions being taken.

If you are not happy with how the complaint is being handled, you may request a review. Please discuss your request with your assigned Kairos lead in the first instance. Alternatively, you may submit a review request directly to the Chief Operating Officer.

In most cases, a senior Kairos member who has not been involved in the handling of your complaint will conduct the review. In some cases, an external authority may conduct the review.

You can read the full Kairos Prison Ministry Australia Complaint Handling Policy on our website here.

Online – You can complete the complaints form on this page here. This is the preferred method for written complaints. Kairos Prison Ministry Australia – Complaints and Feedback – Website Notes Page 3 of 7

Post – You can send your written complaint to Kairos Prison Ministry Australia, PO Box 388, Seven Hills NSW, 1730 – please include as much detail as possible including date, location, names of people involved and a way to contact you if you would like us to keep you updated.

Email – You can email the Kairos Support Office at [email protected]